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Disclaimer

Most issues with audio or call quality will be directly related to network issues. Due to the unpredictable nature of mobile and wireless networks, it will be solely up to the user to isolate network issues. Support will not be assisting in network related support tickets for the mobile app specifically: however, any bugs, glitches, or compatibility concerns can be forwarded to support. 

Known Compatibility Issues

• We are aware that as of 10/03/2019 users can not dial 112 from the Android version of the UC Softphone app, this is due to the emergency dialing block (112 being a European emergency number) we are currently working with mobile engineering on a resolution.
  
• Push to a device when ringing through a call queue may not operate as intended on some devices please exercise caution and test properly when using UC softphone in a call queue.
  

Troubleshooting

Enter Username 

Occasionally the app is installed or reinstalled it will give you a popup that says please enter username, even when your username is in the app.  First close the app, then go to settings, apps, UC Softphone, storage, then clear the data and the cache.

Device Multi-Registering

Occasionally when an update is pushed there is a known issue where the phone may register/de-register multiple times causing mass alerts on your phone. If this happens please uninstall the app then re-install it in the app market. The development team is aware of this and is actively working to resolve it in a future release.

Audio Buzzing

It's been reported on some devices that after install there can be a buzzing in the audio on the device on calls. Uninstall the app, reboot the phone, and re-install the app. This will resolve the buzzing sounds heard on calls.

Push Not Working (calls not ringing in idle)

In version 1.2.3 it was identified that some phone models will support push notifications, and most others would not, our mobile engineering team resolved this in the 2.0 update. If you are still having difficulty, ensure you are on the most recent version. If that does not resolve the issue, set your answering rules to simultaneously ring your cell phone at a 5-second delay to avoid missing any calls while using the mobile app then contact support.

Device not compatible 

Make sure your google play services are fully updated before proceeding if you are running an older version of the google play app for any reason you will get this error. If you are located outside of the USA or Canada you will not be able to download or install the app as we have not released in any other country yet. Ensure you have any VPN apps or services closed on your device before proceeding.

If the above doesn't apply, and you are still unable to install it. Fix the “your device is not compatible with this version” error message by clearing the Google Play Store cache and data. Next, restart the Google Play Store and try installing the app again.

To do this, find “Settings” 

This is located in the application tray. From there navigate to Apps or App Manager. Then scroll down and find Google Play Store. Select this, and tap Clear Cache or Data as shown below.

Error Codes

Error codes are available in the Android and iOS versions of UC Softphone 1.1.1+

Error code numbering is a non-unique numbering system to aid Mobile Engineering in debugging issues.

Each error code does not relate to a unique failure and can be indicative of one of several issues.