1️⃣ App Not Registering / Cannot Login
Possible Causes & Fixes
✔ Wrong Username or Password
-
Ensure the extension username is correct (usually the SIP username).
-
Verify the SIP password from ZadahPBX → Extensions → Password.
✔ Extension is Disabled
Check if the extension status is set to “Enabled”.
✔ Network / Firewall
-
Try switching mobile data/Wi-Fi.
2️⃣ App Crashes, Freezes, or Slow
✔ Update App
Make sure the latest version of Cloud Softphone is installed.
✔ Clear App Cache
On Android: Settings → Apps → Cloud Softphone → Storage → Clear Cache
On iOS: Reinstall the app.
3️⃣ Enable Logs & Share Logs
✔ Enable SIP Logs
-
Open the Cloud Softphone app.
-
Tap the two horizontal lines from the top right corner.
-
Go to Preferences.
-
Enable Log SIP Traffic.
✔ Reproduce the Issue
-
After enabling SIP logging, reproduce the issue again.
-
Try to note the approximate time when the issue occurs.
✔ Share SIP Logs
-
Tap the two horizontal lines again from the top right corner.
-
Open SIP Log.
-
Tap Share and send the logs to the support team.
✔ Video Guide
✔ Attach Screen Recording
-
Please also attach a screen recording of the issue if possible.
-
This helps us identify registration, network, or call flow issues more quickly.
Network optimisation (very important on the go)
A. Prefer 4G over 5G
5G on Samsung phones can cause micro dropouts.
-
Settings → Connections → Mobile networks
-
Network mode → LTE/4G/3G (Auto)
Test calls for a full day like this.
B. Disable Wi-Fi switching
-
Settings → Connections → Wi-Fi
-
Turn OFF:
-
Intelligent Wi-Fi
-
Switch to better Wi-Fi
-
Hotspot 2.0
-
When moving, use mobile data only.