Troubleshooting and Technical Issues
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      1. Acrobits & Cloud Softphone FAQ
      2. Acrobits Softphone & Groundwire
      3. Troubleshooting and Technical Issues

      How to troubleshoot incoming calls not ringing?

      After ensuring the device volume is audible, check if a ringtone is selected in Acrobits Softphone or Groundwire's Preferences. Try Default and test. Then, go to the ringtone setting of the desired SIP account, try Use Global Setting, and test again.

      Step Actions
      1

      Ensure the device volume is audible.
      2 Check the global Ringtone setting in Preferences:
        1. Open the Ringtone setting:
          • Android - Select Android Settings icon > Settings > Preferences > Ringtone.
          • iOS - Open the Keypad tab, select iOS Setting icon > Preferences > Ringtones > Ringtone.
        2. Ensure that a ringtone is selected. Change it to Default and see if it helps.
          Note: Default means the app uses the ringtone set in your device settings.
      3

      Check the Ringtone setting for a SIP account:

        1. To 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 the desired SIP account.
        3. To access the ringtone setting:
          • Android - Select Advanced Settings > Ringtone.
          • iOS - Advanced Settings > Ringtones > Calls.
        4. Ensure that a ringtone is selected. Change it to Use Global Setting and see if it helps.
          Note: Use Global Setting means the SIP account uses the ringtone set in Preferences.
        5. Select a check icon or Done to save the setting.