ProductsSoftphoneMobile app
Troubleshooting
Fix registration, audio, notifications, and call quality issues on Cloud Softphone mobile.
Use this guide when Cloud Softphone is not working as expected. Contact your IT administrator if problems continue.
Not registered (red or grey icon)
| Check | Action |
|---|---|
| Internet | Connect to Wi‑Fi or enable mobile data |
| Airplane mode | Turn off airplane mode |
| App restart | Force-close the app and reopen |
| Credentials | Re-scan your QR code or log in again |
| Configuration | Settings → Update configuration |
No incoming calls
- Confirm the green status icon is showing.
- Check Do Not Disturb is off — tap the status icon → disable DND.
- Ensure notifications are allowed for Cloud Softphone in your phone’s system settings.
- On iOS: Settings → Notifications → Cloud Softphone → Allow Notifications.
- On Android: Settings → Apps → Cloud Softphone → Notifications → enabled.
- Disable battery optimisation that may kill the app in the background (Android).
One-way or no audio
| Symptom | Try this |
|---|---|
| Cannot hear caller | Tap Speaker, then tap again; check phone volume |
| Caller cannot hear you | Check Mute is off; grant microphone permission |
| Echo | Use the earpiece instead of speaker; lower volume |
| Choppy audio | Move to stronger Wi‑Fi; switch to mobile data or vice versa |
Restart the app after changing permissions.
Poor call quality
- Use Wi‑Fi with a strong signal when possible.
- Avoid congested networks (hotels, cafes) for important calls.
- Watch the Good / Fair / Poor badge during calls — move if quality drops.
- Close other apps using bandwidth.
Video call issues
- Grant camera permission in system settings.
- Enable video self-view in Settings if you cannot see yourself.
- Use Pause video if bandwidth is low, then resume when stable.
- Switch camera with the flip icon if one camera fails.
QR code login fails
- Ensure the QR code is from your own deployment email.
- Improve lighting and hold the camera steady.
- Try scanning from a screenshot in your gallery.
- Request a new deployment email from IT if the code expired.
Transfer or conference fails
- Confirm green registration before starting.
- For attended transfer, ensure the recipient answers.
- For conference, both calls must be connected before Merge.
- Ask IT whether three-way calling is enabled on your extension.
Chat not working
- Feature may not be enabled — contact your administrator.
- Update configuration in Settings.
- Check you are logged in with the correct account.
App crashes or freezes
- Update Cloud Softphone from the App Store or Play Store.
- Restart your phone.
- Reinstall the app and sign in again with your QR code or credentials.
Before reinstalling
Save your deployment email or QR code before uninstalling so you can register again.
When to contact support
Provide your IT team with:
- Device model and OS version (iOS / Android)
- App version (Settings → About)
- Time of the issue
- Whether you were on Wi‑Fi or mobile data
- Screenshot of the status icon colour