Mobile App Troubleshooting

Created by PX Marketing, Modified on Tue, 19 Aug at 5:50 PM by PX Marketing

Overview

If your LeadConnector mobile app is not working as expected, there are several troubleshooting steps you can take before reaching out to support. This guide walks you through how to handle function, login, and loading issues, plus how to resolve call quality problems.

Troubleshooting Steps

If it is a Function Issue:

Check that you have the most up-to-date version of the app. If not, update to the latest version.
Delete the app and reinstall it.
Try with another internet provider or connection.
Ensure you are using the correct steps and that all required fields are filled (if applicable).
Confirm you have the correct setup for the function.

If it is a Login Issue:

Check that you are using the correct credentials.
Remove any empty spaces at the beginning and end of your email or password.

If it is a Loading Issue:

Clear the cache on your phone.
Try with another internet provider or connection.
Download the app on another device to see if the issue can be replicated.

When to Contact Support

If none of the above steps resolve the issue, please submit a support ticket and include:

Description of the issue.
Device name and model.
Device software version.
Troubleshooting steps you’ve already tried.
Screenshot of any error message (if available).
Screen recording of the process and results.
App name and version you are using.

This information will help the support team investigate further.

FAQ – Troubleshooting Call Quality Issues

What does "high-rtt" mean on my mobile app?
It indicates high round-trip time on your network, which can cause audio delays during calls and result in lag or pauses in conversations.

Why am I seeing a "low-mos" warning on my mobile app?
It means the call quality on your network may be degraded, leading to poor audio clarity. Check your internet connection and ensure VoIP compatibility.

What does "high-jitter" mean and how does it impact my call?
High-jitter refers to variability in the arrival of data packets, which can cause choppy, crackling, or distorted audio during calls.

How does "high-packet-loss" affect my call quality?
High-packet-loss occurs when data packets are lost during transmission, leading to broken audio or dropped calls.

How can I improve call quality if I keep experiencing issues?

Check your internet connection for stability and speed (at least 50 Mbps with low jitter and ping).
Ensure your device hardware meets VoIP requirements.
Test your network’s VoIP compatibility using tools such as 8x8.vc.