Elevate Mobile App: Troubleshooting Voice Quality Issues

Important: Elevate iOS Behavior - Users are automatically logged out of the iOS app when answering calls in lock mode due to Apple's keychain policy. Since this behavior is due to Apple iOS, you will need to unlock your device every time after restarting or turning on your iPhone in order to receive incoming calls without being logged out.

Issues

  • Calls not being received or placed
  • Calls being dropped
  • Low sound quality

During an active call, Elevate mobile application (iOS and Android) users see real-time call quality. Overall call quality can be scored as "Good", "Medium", or "Bad". Tapping on the call quality score indicator will show key call quality parameters affecting the overall quality score, such as: packet loss, jitter, round-trip time, and the audio codec being used. A poor value of one of the parameters may not affect the overall quality of the call.

When overall call quality gets a score of "Bad", the user will hear a beep and feel haptic feedback along with a visual message recommending the user switch to cellular.

Android
GoodMediumBad
 
iOS
GoodMediumBad

Known Issues

  • If a caller loses connection from a call (due to network interruptions) and then connects back, the Unite user may see the current call quality score as bad.
  • On a conference call, the user will see call quality statistics:
    • iOS: for the call that was active before the user started the conference.
    • Android: for either of the two calls.
 

Troubleshooting steps

  • Terminate the application and relaunch it
  • Perform Logout and repeat Login to the application
  • Try a different network, i.e. switch from WI-FI connection to cellular data
  • Try enabling the Call through feature
  • Try calling the same number through Elevate Desktop app
  • Try using the Enable TLS option in the mobile app: tap your Profile picture > Call Settings > Enable TLS (both iOS and Android)
  • Try unassigning the application from the user and re-login:
    • Navigate to CONTROL PANEL > Elevate > Users > affected user > Devices
    • Click on the red cross to remove the application from the list of devices
    • Re-login to the application on the phone
  • If you experience issues while on Wi-Fi, changing DNS servers to Google's (8.8.8.8, 8.8.4.4), or other efficient servers might be a good troubleshooting step from our experience, check the following links for iOS and Android for more information
  • if you're using a device running iOS 14 or later - make sure that Local Network permissions are granted under Settings > Privacy > Local Network > Elevate or Settings > Elevate. For more information, please, see Elevate mobile application permissions.

Information to collect

Elevate Mobile App (iOS): Gathering Diagnostic Logs

In some cases, it is necessary to provide logs for troubleshooting purposes.

The logging is enabled by default on Elevate IOS/iPhone Mobile Application. To send them to Support, log into the app, reproduce the issue and navigate to My account (your profile picture) > Send feedback. Send the email that will be generated automatically.

Note: the email with the attached logs will be sent using your default mail app.

If you have Android device please see article

Do not hesitate to send your feedback through the Mobile app. Read the Knowledge article on gathering diagnostic logs for the Elevate Mobile App for instructions. This will automatically collect the following basic info:

  • Device model
  • OS version 
  • App version 

Please append your feedback with several details:

  • what exactly happens, i.e. calls drop, unable to place a call, the line is breaking up, etc.
  • what network connection do you use, i.e. Wi-Fi, cellular data (provider), VPN connection, etc.