Please note that the Mobile App for Android, iPhone and Tablets does rely on WiFi and Mobile Data (LTE/5G/4G) strength that may cause Audio Quality and connectivity problems.
It also relies on the Updates for the Smartphone and the Mobile App. Please keep them up-to-date.
If you have a Bluetooth Headset connected to your Mobile Device, please have the Advanced UC Softphone App open at all times to avoid any dropped calls on Inbound calls.
We recommend to turn off SIP ALG on your Modem/Router when using WiFi at your Home or Business as this can cause Audio problems for Mobile App, Web Phone and physical Phone.
For any connectivity, App freezing, or any other problems you might encounter, we recommend to do the following:
- Keep your Mobile Device Operating System up-to-date - Android and iOS.
Current Android version is Android 15 although some still have Android 12. Many will not receive Android 15 at all if the devices are 4 or more years old.
If using Android 13 or lower we cannot provide proper support.
Current iOS version is 18. Any iPhone older than iPhone 8 will not be compatible with iOS 16 to iOS 18.
If using iOS 16 or older we cannot provide proper support. The Advanced UC Softphone can work with VisionOS 1.0 or newer (current is 2.3).
- Keep your Apps up-to-date
Update all your Apps on the Phone.
For Android - Google Play
Some have their own proprietary App such as Samsung Galaxy - Galaxy Store. Update those too.
For iOS - App Store - iTunes.
- Log off then login again
The first step of troubleshooting the Advanced UC Softphone App is to simply log off the app then login again using your Portal credentials.
In many cases this can help resolve any problems you might have.
- Reinstall Advanced UC Softphone App
If shutting down the app or logging off/logging in did not resolve the problem, please uninstall the App completely via respective App Store.
To download and Install the Advanced UC Softphone App again, follow the Advanced UC Softphone Installation process.
- Pair the Bluetooth again
If you are using Bluetooth Devices it is recommended to unpair the Bluetooth then pair it again.
In some cases the Bluetooth might lose connectivity.
Open a ticket to NVG Communications and provide in detail information.
Every single step is important for data collection and Vendor ticketing.
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