OneCloud iOS App Troubleshooting Guide | OneCloud Support Portal

OneCloud iOS App Troubleshooting Guide | OneCloud Support Portal

If you’re having trouble with your OneCloud iOS application, consider trying the following fixes before contacting the TelWare Support Center. Although we would be excited to provide support where possible, the fix for your problem may be simple and easier than you thought.


Check Your Mobile App Settings

Take a look at your mobile app device settings. Be sure you’ve enabled the functions required for the application to work properly.

1. Go to Settings.

2. Locate and tap the OneCloud Mobile application.

3. Enable the available functions as necessary, but keep in mind that some functions are optional and would not have an effect on the application working properly.


Turn Low Power Mode Off

Be sure that Low Power Mode is not on. Having Low Power Mode on disables the Background App Refresh, which could prevent the application from working properly.

1. Go to Settings.

2. Locate and tap Battery.

3. Then disable Lower Power Mode if enabled.


Try Disabling WIFI Connectivity

When using WIFI, there could be a weak signal or even a firewall that is not allowing RTP/UDP voice traffic to flow properly. This may result in you and the caller being unable to hear one another.

Try disabling WIFI and utilize cellular data instead.


Try using mobile calling

With mobile calling, calls you place from the mobile app will first be sent to your cell phone number, when you answer that call the OneCloud system will then initiate the outbound call to the dialed number using your cellular service rather than your WIFI or LTE (Data) service. This setting can be very helpful when using the mobile app on a spotty or inconsistent WIFI connection, or when LTE service is unstable.
1. Go to Settings.

2. Enter your cell phone number in the "Mobile number" field. 

3. Set your default calling method:
      a. OneCloud: Calls will be placed and received from the mobile app.
      b. Mobile phone: Calls will be placed and received using your cellular service.
      c. Choose before each call: Prompt me to pick which method to use for each call.


Update Your Mobile Device’s Firmware

Check to be sure your phone is up to date with the latest firmware. This can affect applications that are configured to work properly on the latest versions.

1. Go to Settings.

2. Tap General.

3. Tap Software Update.


If your device has an update available, this screen will tell you. It’s best to set up Automatic Updates so you’ll never have to worry about manually updating your mobile device.


Update the OneCloud Mobile App

Check to be sure the OneCloud Mobile application is up to date.

1. Open the App Store or Google Play Store.

2. Locate the search function and type ‘telware’ in the search bar to locate the app.

3. If an update is available, click ‘Update’ to start the process. If you only see ‘Open’, then there isn’t an update available.


Re-Install the OneCloud Mobile App

Some applications can be installed incorrectly, or when installed they can just not work properly. Try deleting the application and re-install it. Having a fresh new copy of the application could be the answer you’ve been looking for.

If you’ve tried all of the fixes above and still you have unresolved issues, then maybe it’s time to call the TelWare Support Center. We are always excited to help and support our customers so that they’re able to get the most out of our products and services.


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