Audio and Call Quality Issues
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      1. Acrobits & Cloud Softphone FAQ
      2. Acrobits Softphone & Groundwire
      3. Audio and Call Quality Issues

      No Incoming Audio

      When incoming VoIP calls have no sound, use a STUN server, adjust NAT traversal settings, or add a NAT proxy. If none works, enable SIP logging, restart the app, reproduce the issue with a call, and send the captured SIP log to our support team.

      "The call connects and the other party can hear me, but I cannot hear them."

      The following table provides initial troubleshooting solutions for the one-way audio issue in VoIP calls on Groundwire and Acrobits Softphone.

      Step Possible cause(s) Actions
      1 Network Address Translation (NAT) related problems

      Add a STUN server to bypass NAT traversal.
      2 Adjust the NAT Traversal settings in the application.
      To do so:
        1. Open the desired SIP account:
          • Android - Select Android Settings icon > Settings > Accounts.
          • iOS - Open the Keypad tab, select iOS Setting icon > Accounts or SIP Accounts.
        2. Select Advanced Settings > NAT Traversal.
        3. Set Media in NAT Traversal to Auto, Off, and STUN, and then test each option with Discover Global IP set to Internal and External.
        4. Select a check icon or Done to save the setting.
      3

      Configure a NAT proxy in SIP account settings. To do so:

        1. Check if the SIP provider offers a NAT proxy. If yes, obtain the proxy information.
        2. Open the desired SIP account:
          • Android - Select Android Settings icon > Settings > Accounts.
          • iOS - Open the Keypad tab, select iOS Setting icon > Accounts or SIP Accounts.
        3. Select Advanced Settings > NAT Traversal, and then clear the STUN Server field.
        4. Select Back to return to Advanced Settings.
        5. Fill in the Proxy field with the information provided by your service provider in step 3(a).
          Important: Use Proxy, not Outbound Proxy.
          If a port is specified, add it at the end of the proxy after a colon, such as proxy.com:5080.
        6. Select a check icon or Done to save the setting.
      4 None of the above

      If the issue persists after trying steps 1 to 3, proceed with the following steps.

        1. To enable SIP logging:
          • Android - Select Android Settings icon > Settings > Preferences > Troubleshooting > enable Log SIP Traffic.
          • iOS - Open the Keypad tab, select iOS Setting icon  > Preferences > enable Log SIP Traffic > Done.
        2. Exit the softphone and open it again.
        3. Place a call to confirm whether the issue persists. This step captures the event in the SIP log.
        4. To retrieve and send the captured SIP log file to support@acrobits.cz:
          • Android - Select Android Settings icon > Settings > SIP Log or Logs > Android Settings icon > Share.
          • iOS - Open the Keypad tab, select iOS Setting icon > Preferences > SIP Log > Share.

        5. To submit a support ticket:

          • Android devices - Select Android Settings icon > Settings > Help. 
          • iOS devices - Open the Keypad tab, select iOS Setting icon > Accounts or SIP Accounts > Help.
        6. In the ticket, include the following note:
          • Your name.
          • You have tried the steps in this article.
          • A SIP log is sent.

      Note: If the problem is specific to 3G, state this in the support ticket. Some cellular data providers might not handle SIP well over 3G, and certain issues, like STUN queries, may fail. Providing this information can help the troubleshooting process.