ProductsSoftphoneDesktop app
Troubleshooting
Fix registration, audio, transfer, and configuration issues on Softphone desktop.
Use this guide when CloudPLAY Softphone desktop is not working as expected. Contact your IT administrator if problems continue.
Not registered / cannot receive calls
| Check | Action |
|---|---|
| Internet | Confirm Wi‑Fi or Ethernet is connected |
| Account toggle | Ensure your account is Active (not inactive) |
| DND | Turn Do Not Disturb off |
| App restart | Quit Softphone fully and reopen |
| Update configuration | Settings → update / download latest configuration |
| Re-login | Logout, then sign in again |
No incoming calls
- Confirm Softphone shows registered / ready.
- Turn DND off.
- Check Auto answer only if you expected automatic pickup — otherwise answer manually.
- Allow notifications for Softphone in Windows or macOS system settings.
- Keep Softphone running — avoid force-quitting if you need to be reachable.
One-way or no audio
| Symptom | Try this |
|---|---|
| Cannot hear caller | Check output device and volume in Softphone sound settings |
| Caller cannot hear you | Check input / microphone device; unmute Softphone and OS mute |
| Echo | Use a headset; lower speaker volume |
| Wrong device selected | Settings → Sound — choose your headset explicitly |
Poor call quality
- Prefer a wired or strong Wi‑Fi connection.
- Close bandwidth-heavy apps during important calls.
- Ask IT if codecs or network policy need review.
Video call issues
- Grant camera permission in Windows / macOS privacy settings.
- Enable self-view in account settings if you cannot see yourself.
- Confirm video is enabled for your extension — contact IT if the video button is missing.
Transfer fails
- Confirm Softphone is registered before transferring.
- For attended transfer, ensure the recipient answers.
- See Transfers.
Chat not working
- Feature may not be enabled — contact your administrator.
- Update configuration in Settings.
- Confirm you are signed in with the correct account.
Send logs to Support
- Open Settings → debugging / support options.
- Choose Email logs (or similar).
- Softphone attaches logs to a new email — add the Support address IT provides and send.
You can also use Test connection / Websocket test if IT asks you to check connectivity.
App crashes or will not start
- Update Softphone to the latest version from IT.
- Restart your computer.
- Reinstall Softphone and sign in again.
When to contact support
Provide IT with:
- Softphone version (About)
- Windows or macOS version
- Time of the issue
- Whether you were on Wi‑Fi or Ethernet
- Screenshots of status (DND, registered, error messages)