Documents - Manuals - Troubleshooting and diagnostics

Troubleshooting and diagnostics

Android: Calls don't appear
iPhone: Phone doesn't ring
App messages
Diagnostics for support

1. Android: Calls don't appear

Allow full-screen notifications for INGOS Phone.
Check that the Incoming calls category is not silent and is visible on the lock screen.
Turn on notifications for INGOS Phone.
Turn off battery optimization for INGOS Phone.

The app shows a hint when something is missing. Tap it to open the setting.

2. iPhone: Phone doesn't ring

Check whether a Focus such as Do not disturb is on.
Check your status in the app. For every status except Available, the phone does not ring.
Check whether Mute this device is on.

3. App messages

Message	Solution
Saved credentials are no longer valid (iPhone)	Create a new code in my.ingos.com and scan it with Scan sign-in code.
Sign-in expired (Android)	Tap the hint and sign in again. Calls keep working.
No network – check airplane mode	Turn on cellular or Wi-Fi.
Tap to allow	Allow the microphone for the app.
Two soft tones during a call	The connection is weak. Switch to Wi-Fi or to a place with better reception.

If my.ingos.com is briefly unavailable, you can keep calling. Only features such as company voicemail have to wait.

4. Diagnostics for support

Open Settings and choose Share diagnostics.
Optionally describe what happened under What happened?.
Choose Send now.
Copy the displayed ID with Copy and give it to support.

The diagnostics are encrypted and only support can read them. They contain no call or message content and are deleted after 30 days. Without a network, the app stores them temporarily for up to 7 days.

Send now is available when the app is connected through my.ingos.com and INGOS has enabled sending. Otherwise Share diagnostics opens the share menu with a log file without personal content.

After a crash, the app asks on its own with Send diagnostics or Don't send.