Troubleshooting your Jet apps for mobile and desktop

The most common reason for an application to not be connecting is due to Network connectivity issues.
Before contacting Support, please ensure you are connected to the internet and follow the steps below to troubleshoot your issue.

Please follow the steps below to troubleshoot your Jet Phone. It is important that you follow these steps in the order they are listed, as each step depends on the result of the one before it.

At the end of every step, please test your phone by placing an outbound call via your Jet Phone app to any number not with Jet Interactive. Remain connected for 5 seconds before hanging up.
(Please note, this number should NOT be the mobile number that is associated with the device you are using to test).

Then place an inbound call through your services, and try to answer on your Jet Phone app.

STEP 1. DISABLE WI-FI CALLING

For all devices, please ensure you have Wifi Calling disabled.

• iOS
  Go to your phone Settings, select Mobile and disable Wifi Calling.
• Android
  Go to your phone Settings, select Connections and disable Wifi Calling.

STEP 2. CHECK APP NETWORK PERMISSIONS

Please ensure you have the Local Network permissions enabled.

• iOS
  Go to your iPhone Settings, select Privacy, then Local Network and ensure Jet Phone is enabled.
• Android
  Go to your phone Settings, select Mobile network, then Data usage. Choose Network Access and scroll down to find Jet Soft Phone. Make sure your app is enabled for both mobile data and wi-fi.

STEP 3. RECONNECT YOUR APPLICATION

Open the Jet phone application, head into Settings, select Account and use the toggle to Disable then Enable your device.

This will force the device to reconnect to your phone's network connection. 

If this was successful, your connection has just timed out.
This can happen if your phone's battery dies or if the phone has been turned off at any point. If your device restarts for any reason, just repeat this step in the app to ensure the connection has been re-established.

STEP 4. CHECK YOUR NETWORK

Try changing the Network your device is connected to. For mobile devices, this means using your mobile device's data connection (3G/4G/5G) instead of Wifi.

The most common issues are to do with your wifi connection not being optimised to conduct voice calls over the internet. This step is essential to understanding 

If your test calls were successful over your mobile data but not over wifi, you may have an issue with your network.
Please speak to the provider of this connection to investigate further. You can find more information here: Call Quality & Network Improvements

STEP 5. CHECK YOUR PHONE USER CREDENTIALS

Log into a Jet Soft Phone on a different device using your existing Phone User details

Try a different device if possible (eg: other iPhone), but also device type (eg: desktop app).
More app download options here.

If this was successful, please check your device permissions (eg: Network, Privacy, etc) and ensure you are running the latest versions of all device software and the Jet phone app.
Check all network settings between the two devices are identical.

STEP 6. UNINSTALL

Uninstall the app from your device, restart the device and then install the app again from our Downloads page. Ensure you are accepting every app permission and setup request.

If this works, there may have been an issue between your app and device.
No further action is needed, however, please speak to Jet Support if this issue persists.

STEP 7. CONTACT SUPPORT & PROVIDE LOGS

If you have followed the steps above and are still experiencing issues, please submit a ticket in the top right of this page and ensure you include as much of the following information as possible. 

Information in BOLD is required for Jet Team to assist in any capacity.
If we are missing some information, we may be unable to troubleshoot your issue. The most common delays in resolutions are when cases are waiting for further information to be provided.

Required User Information:

• Device experiencing the issue (including make, model and OS version - eg: iPhone 11 using iOS 14.1)

• The results of the 4 troubleshooting steps above. (do not skip these steps, even if networks/features were working previously)

• User experiencing the issue (must include username and extension)

• The SIP error code you are seeing (if applicable)

• Screenshots or videos of the issue you are experiencing.

• Your public IP address (to find this, simply Google “what’s my IP”)

Required Call Information (if calls are your issue):

• Is this an inbound or outbound call

• The date & time of the failed call

• The number being called (outbound) or making the call (inbound)

• Does this call work when calling from a non-Jet Phone (eg: Telstra, Optus, Vodafone)

HOW TO SEND LOGS

If your app is successfully logged in and running on the device, please  follow the below steps to record new app activity and send us your user logs:

DESKTOP APPS

• On your Jet phone application via your device, go into Help --> Troubleshooting.

• Click on the Support tab and change your Log Level to Debug.

• Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.

• Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds.
  If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well while you are in Debug mode.

• Once complete, head back into Support in Steps 1 & 2, and click Send Log Report.

• Change your Log Level back to Standard. (Do not do this until the logs have been sent in the previous step.)

• Notify Jet Support that you have provided us with a log, including the results of troubleshooting steps 1-4.

MOBILE APPS

• In your Jet phone app, go to the Menu -> Settings -> Advanced Settings. Scroll down to Verbose Logging and ensure this is enabled.
• Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.
• Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds. If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well.
• Once the calls above have been completed, open your app Settings.
• Select Advanced Settings
• Select Send Log.
• Notify Jet Support that you have provided us with a log, including the results of troubleshooting steps 1-4.