Mobile App Troubleshooting for LeadConnector

In this article, you will learn how to troubleshoot your mobile app if it is not working as expected. 

Here are some troubleshooting steps we recommend: 

If it is a function issue

• Check that you have the last updated version of the app. If you don’t, then, please update to the new version. 
• Delete the app, and re-install it.
• Try with another internet provider or connection.
• Check that you are using the proper steps and have all fields filled and steps utilized (if this applies).
• Ensure you have the correct setup for the function.

If it is a login issue

• Check that you are using the proper credentials. Remove any empty spaces at the beginning and the end of the login email and login password.

If it is a loading issue: 

• Delete the cache in your phone.
• Try with another internet provider or connection. 
• Download the app on another device and try to replicate the issue you are having. 

If none of the above works, please, submit a ticket to our support team including the following: 

• Details of the issue
• Device name and model
• The software version of the device
• What troubleshooting steps have you tried
• A screenshot of the error message (if you are getting one)
• A screen recording of the process you are implementing and the results you are getting
• The app name and version you are using

Once we have this information, we will investigate more on this issue for you. 

FAQ’s

Question: What does “high-rtt” mean on my mobile app? Answer: “High-rtt” indicates high round-trip time on your network, which can cause delays in audio during calls. This may lead to noticeable lag or pauses in the conversation.

Question: Why am I seeing a “low-mos” warning on my mobile app? Answer: The “low-mos” warning suggests that the call quality on your network might be affected. This could result in poor audio clarity, and it’s recommended to check your internet connection and VoIP compatibility.

Question: What does “high-jitter” mean and how does it impact my call? Answer: “High-jitter” refers to variability in the arrival time of data packets. On your mobile app, this may cause choppy or crackling audio during the call, making it difficult to have a smooth conversation.

Question: How does “high-packet-loss” affect my call quality on the mobile app? Answer: “High-packet-loss” occurs when data packets are lost during transmission. On the mobile app, this can result in broken audio or even dropped calls.

Question: How can I improve call quality if I keep experiencing issues on the mobile app? Answer: First, check your internet connection for sufficient speed and stability (at least 50Mbps with low jitter and ping). If the problem persists, ensure your device hardware meets VoIP requirements, and consider testing your network’s VoIP compatibility using tools like 8x8.vc.

Question: Why am I not receiving the login verification code or password reset email? Answer: Check your spam or junk folder, ensure your email address is correct, and verify that your inbox isn’t full. If you still don’t receive it, contact support to verify your account status.

Question: Can I troubleshoot the app myself before contacting support? Answer: Yes. Follow the steps for function, login, and loading issues. If these don’t resolve the problem, provide detailed information to support further investigation.

Question: What should I do if my login credentials aren’t working even though I’m sure they are correct?

Answer: You should check for and remove any empty spaces at the beginning or the end of your login email and password, as these can cause login failures.

Question: Why is a screen recording requested for troubleshooting? Answer: A screen recording allows the support team to see the exact process you are implementing and the specific results or errors you are encountering in real-time, which helps identify the root cause much faster than a text description alone.

Question: The app is loading very slowly or not at all. What can I do on my device?

Answer: Clear the cache within your phone’s settings for the specific app. Additionally, try switching your internet connection (e.g., from Wi-Fi to cellular data or vice versa) to rule out a localized network issue.