Troubleshooting Guide

Step 1: Check Your Internet Connection

• Test your internet speed (minimum 1 Mbps up/down recommended)
• Try switching between WiFi and cellular data
• Move closer to your WiFi router
• Restart your router/modem if issues persist

Step 2: Identify Interference Sources

• Other devices using heavy bandwidth (streaming, downloads)
• Multiple people on the same WiFi network
• Bluetooth devices or wireless headphones
• Microwave ovens or other 2.4GHz devices
• Physical barriers between you and the router

Step 3: Optimize Your Network

• Use 5GHz WiFi instead of 2.4GHz if available
• Close unnecessary apps and browser tabs
• Prioritize voice traffic in your router settings (QoS)
• Consider upgrading your internet plan if consistently slow

Verify Your Credentials

• Check that you're using the login information from your QTvoice setup email
• Verify there are no extra spaces or typos in username/password
• Make sure caps lock isn't affecting your password
• Try copying and pasting credentials directly from the email

App Troubleshooting

1. Force close the Sangoma Connect app completely
2. Restart your phone
3. Reopen the app and try logging in again
4. If still failing, delete and reinstall the app
5. Make sure you have the latest version from the app store

Network and Permissions

• Ensure you have an active internet connection
• Check that the app has permission to access the internet
• Try connecting from a different network (switch WiFi/cellular)
• Verify your firewall isn't blocking the app

Check App Permissions

Test Your Setup

1. Make sure the app shows "Connected" or "Registered" status
2. Have someone call your QTvoice number while you watch the app
3. Check if you receive a push notification even if the call doesn't ring
4. Try calling from different types of phones (mobile, landline)

Advanced Troubleshooting

• Log out and back into the app
• Check if Do Not Disturb mode is enabled
• Verify your phone isn't in airplane mode or low power mode
• Try switching from WiFi to cellular data or vice versa

Check Registration Status

• Verify you've completed the 10DLC business brand registration
• Check if your registration has been approved (up to 7 days)
• Ensure you have an active SMS campaign set up
• Confirm your business information was submitted correctly

Check Usage Limits

• Review your subscription plan's SMS limits
• Check if you've exceeded your daily or monthly SMS quota
• Log into your customer portal to view SMS usage
• Consider upgrading your plan for higher SMS volume

Message Content Issues

• Avoid spam-like language or excessive promotional content
• Don't include suspicious links or attachments
• Keep messages under 160 characters when possible
• Ensure recipients haven't blocked your number

App Running Slowly

• Close other apps running in the background
• Restart your phone to free up memory
• Clear the app's cache (Android: Settings → Apps → Sangoma Connect → Storage)
• Ensure you have adequate storage space on your device
• Update the app to the latest version

App Crashes or Freezes

1. Force close the app and restart it
2. Restart your phone completely
3. Update to the latest app version
4. If on Android, clear app data (will require re-login)
5. Delete and reinstall the app as a last resort

Features Not Working

• Verify the feature is included in your subscription plan
• Check if the feature requires additional setup or activation
• Ensure you have the necessary permissions enabled
• Try the feature on a different network connection