Troubleshooting No Audio When Using Headphones

Check the volume levels and the wire connection. For Bluetooth headphones, ensure devices are correctly paired and connected. Restart the application and reconnect with the Bluetooth headphone if needed.

For Android

Additional troubleshooting suggestions for Android users:

  • Adjust the Call integration settings.
    1. Select Android Settings icon > Settings > Preferences > Call integration.
    2. Select Disabled.
    3. Try the audio with the enabled and disabled Strict audio route priority list.
    4. If not working, repeat steps b to c with Default and System dialer integration.

For iOS

Additional troubleshooting suggestions for iOS users:

  • Ensure Support Bluetooth is enabled in the Sound setting.

Getting Assistance from Acrobits Support

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

    • Android devices - Select Android Settings icon > Settings > Help
    • iOS devices - Open the Keypad tab, select iOS Setting icon > Help > Contact Support.
  5. In the ticket, include a note to say a SIP log is sent.