Troubleshooting Incoming Call Rejections

Check the stability of the internet and SIP service, the settings of the battery saver, DND, incoming calls, and number rewrite rules. If issues persist, enable SIP logging, reproduce rejection, and send the log to our support team for analysis.

Incoming call rejections happen when you are unable to receive incoming calls but you notice calls marked as REJECTED in the call log or missed call notifications.

The following table provides solutions to common call rejection causes on Groundwire and Acrobits Softphone.

Important

Select Done or after making any changes to save the settings.

Possible cause(s)	Actions
The SIP service icon is not in static green and the SIP service does not function properly.	Check your internet connection.
	Check with your SIP service provider.
Battery saving mode is ON.	Ensure that your battery level does not drop below the saving mode threshold.
Battery saving mode is ON.	Review the battery saving mode settings.
Device Focus or Do Not Disturb (DND) mode is ON.	Turn off the system DND.
	Add the application to the DND allowed list if you want to exclude the application from the system DND.
Application DND mode is ON.	The SIP service icon on the Main screen has a red DND label. Select the SIP service icon and then toggle the Immediate DND (Android)/Do Not Disturb (iOS) switch to turn it off manually.
	Review or disable the global DND rule(s): Android - Select > Settings > Preferences > Do Not Disturb. iOS - Open the Keypad tab, select > Preferences > Do Not Disturb.
	(Applicable to Groundwire multiple SIP account users only) The SIP service icon on the Main screen has a red DND label. Select the SIP service icon. If you see one of the SIP accounts has DND turned on, review or disable the DND rule of that account: Android - Select > Settings > Accounts > the SIP account > Advanced Settings > Do Not Disturb. iOS - Open the Keypad tab, select > Accounts > the SIP account > Advanced Settings > Do Not Disturb.
Incorrect Incoming Calls setting	Standard is selected in the Incoming Calls setting. Review the setting. Note: Go to faq.acrobits.net/configuring-incoming-calls to learn about Incoming Calls options and settings.
Standard is selected in the Incoming Calls setting for your SIP account but Push notifications is set in the global setting.	The Incoming Calls setting of the SIP account takes precedence over the global setting. Change the setting of the SIP account to Use global setting or Push notifications. Note: Go to faq.acrobits.net/configuring-incoming-calls to learn about Incoming Calls options and settings.
Reject call is selected in one of the action rules in the global Number Rewriting - Incoming Call Processing.	Review the number rewriting rule: Android - Select > Settings > Preferences > Do Incoming Call Processing. iOS - Open the Keypad tab, select > Preferences > Incoming Call Processing.
None of the above	If the issue persists, send the SIP log to the Acrobits support team for further troubleshooting: To enable SIP logging: Android - Select > Settings > Preferences > Troubleshooting > enable Log SIP Traffic. iOS - Open the Keypad tab, select > Preferences > enable Log SIP Traffic > Done. Reproduce a REJECTED call event. To retrieve and send the captured SIP log file to support@acrobits.cz: Android - Select > Settings > SIP Log or Logs > > Share. iOS - Open the Keypad tab, select > Preferences > SIP Log > Share.