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Mobile App Troubleshooting

The mobile app requires a reliable internet connection and an active cell phone plan in order to function properly. The internet connection can either be your cell phone data plan or a wifi internet service that your phone connects to. Even though you are connected, some internet services can have protocols and configurations in place that can impact your service. Read below to find out how you can solve some of the most common issues affecting the performance of your RingRx mobile app

Most Common Mobile App Issues and Tips for Troubleshooting

Can’t Log In

If you are entering an email address and password and the app is rejecting you, then either your email address or password is not correct.

  1. Make sure the email address is the one you have selected for your User.  This is a very common mistake, as most professionals have several email addresses they use regularly.
  2. If that does not work, Reset your password.  If you try resetting your password using these instructions, and you do not get an email, check your spam folder.  If you do not find our email in the spam folder, then you are most likely using the wrong email address.  It is also possible that VPNs, email management, anti-virus, and other security systems may interfere with you getting the reset password email.
  3. Open a support ticket and ask for assistance logging in.

Permission Denied when trying to access Voicemail

  1. Reset your authentication:  From Keypad, go to Settings\Account Setup.  Tap Save.  If you get an error, confirm your email address is correct, then enter the current password.  If the password you enter does not work, you will need to reset your password

Poor or No Audio

Audio quality if of course one of the most important things you expect from a phone service.  As an internet based phone system, there are a number of things that can affect traffic, which can cause interference with audio data transmission.  For details about these factors, please take a look this article.  If you are experiencing poor audio, including popping, clicking, call drops, one-way audio:

  1. If you are on WiFi when this is happening, turn your cell phone’s WiFi off.  Then retry a call using Cellular Data only.  This is only a reliable test if you have a decent cell signal.  If the audio quality improves, it indicates there is a configuration issue with your WiFi router.
  2. Reset your authentication:  From Keypad, go to Settings\Account Setup.  Tap Save.  If you get an error, confirm your email address is correct, then enter the current password.  If the password you enter does not work, you will need to reset your password
  3. Try rebooting your internet modem and router
  4. Try moving to a different WiFi area and see if the symptoms are any different.
  5. If none of these work, please open a support ticket

“Invalid User” Error

  1. Reset your authentication:  From Keypad, go to Settings\Account Setup.  Tap Save.  If you get an error, confirm your email address is correct, then enter the current password.  If the password you enter does not work, you will need to reset your password
  2. Test to confirm this works
  3. If you still receive the same error, please open a support ticket

Inbound Text Messages not Being Received

  1. Ensure that you are on a plan that includes texting.  Go to our portal and log in, then go to your Plan , If you are on the Lite Plan, you do not have texting as a feature and you will need to upgrade your plan.  Open a support ticket to upgrade your plan
  2. Reset your authentication:  From Keypad, go to Settings\Account Setup.  Tap Save.  If you get an error, confirm your email address is correct, then enter the current password.  If the password you enter does not work, you will need to reset your password
  3. Test to confirm this works
  4. If you still receive the same error, please open a support ticket