Troubleshooting (Step 1)
Switch from mobile data to Wi-Fi or vice-versa. Example, if you are using Wi-Fi then disable Wi-Fi on your phone to force the use of mobile data.
If doing this resolves the issue, then it indicates an issue with your current network (Wi-Fi or cellular).
Turn off your modem and/or router for 5 min then turn it on again.
Troubleshooting (Step 2)
Reboot your device.
- For Android users: Press and hold the screen lock (or power button), then tap on reboot or restart
- For iPhone users: Press and hold the power button, then slide to power off
Troubleshooting (Step 3)
Enabling Troubleshooting log: For Android Devices
- Click on the three dots on the upper right-hand corner of the screen then tap on Settings
- Tab on Preferences
- Enable the Troubleshooting logs
- Tap Back under the Setting, you will see the new option Logs Tap on that
- Tap on each tab (Device, SIP, Android) and share the logs with IPFINITY (see following steps)
- To share tap the three dots on the upper right-hand corner and then tap Share
- Share the logs by emailing us at support@ipfinity.com
Subject should be (<Company name> <Log type> <User Name> )
(For example ABCCommunication SIP Sara)
Enabling Troubleshooting log: For iPhone (iOS)
- Tap on gear icon for Settings
- Tap on Preferences
- Enable log SIP Traffic
- Go back and tap on the SIP log
- Example screenshot of the SIP Log
- Share logs by emailing us at support@ipfinity.com
Subject should be (<Company name> <Log type> <User Name> )
(For example : ABC Communication SIP Sara)
If you have any questions, please contact support@ipfinity.com or call us at (416) 900-1416 Ext. 2.
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