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Mobile App and Desktop App Troubleshooting

  • Updated

Mobile App and Desktop App Troubleshooting

First Steps:

  1. Confirm if they are on mobile or desktop
  2. Have them log out and back in, with a uninstall reinstall on either device
  3. Retest, if issues persist follow the remaining sections

 

Logging In:

If you are having trouble logging in, please try the steps below:

  1. Ensure your application or browser is completely up to date
  2. Ensure you have sufficient network resources, try changing from WiFi to data and back
  3. Ensure you are using the newest log in information sent to you
  4. Use the credentials if you are unable to use the QR code

Call Quality issues:

If you are having issues with calls dropping, poor audio, missing audio, or dropped calls, this is likely a network related issue

  1. If you are on the computer, clear cache and cookies from the browser; if you are on the phone, power cycle device
  2. Run a network health test recording packet loss, jitter, and latency using this website https://packetlosstest.com/ or by using your router's interface directly. Save results for step 5
    1. Ensure the test settings match below:mceclip0.png
  3. Record results. If Packet loss is over 1%, jitter past 30, or latency past 100, please continue with network troubleshooting as this is the issue.
  4. If the results do not fall under that category, record results and the 3 latest calls you had issues with within this format from: XXX-XXX-XXXXTo: XXX-XXX-XXXX (or intended Queue)When: XX: XX XstWhat Happened: Details over the reaction of the caller and callee if available.

Forgot Username/Password

If you forget your username or password, please reset it by clicking here.

 

Mobile App will not register.

Some users experience problems where their mobile app will show "Registering, trying, failed" in the top left corner of the app. When this happens, you probably aren't receiving any inbound or outbound calls. A few things to try are:

  1. If you're on LTE/Cell provider connection, try connecting to WiFi and see if the issue persists. 
  2. If you're using a VPN on your cellphone, try turning it off. 
  3. If you have a spare phone nearby, try downloading and registering the app on that phone. If the issue resolves, you likely have some setting blocking your phone from making or taking requests. 

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