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Disclaimer

Most audio or call quality issues will be directly related to network issues. Due to the unpredictable nature of mobile and wireless networks, it will be solely up to the user to isolate network issues. Support will not assist in network-related support tickets for the mobile app specifically; however, any bugs, glitches, or compatibility concerns can be forwarded to support. 

Known Compatibility Issues

• We are aware that as of 10/03/2019, users can not dial 112 from the Android version of the UC Softphone app. This is due to the emergency dialling block (112 is a European emergency number). We are currently working with mobile engineering on a resolution.
• Pushing to a device when ringing through a call queue may not operate as intended on some devices. Please exercise caution and test properly when using a UC softphone in a call queue.

Troubleshooting

Enter Username 

Occasionally, when the app is installed or reinstalled, it will give you a popup that says, "Please enter a username," even when your username is in the app. First, close the app, then go to settings, apps, UC Softphone, storage, and clear the data and cache.

Device Multi-Registering

Occasionally, when an update is pushed, there is a known issue where the phone may register/de-register multiple times, causing mass alerts on your phone. If this happens, please uninstall the app and re-install it in the app market. The development team is aware of this and is actively working to resolve it in a future release.
 

Audio Buzzing

It's been reported that on some devices, after installation, there can be buzzing in the audio during calls. Uninstall the app, reboot the phone, and re-install the app. This will resolve the buzzing sounds heard during calls.
 

Push Not Working (calls not ringing in idle)

In version 1.2.3, it was identified that some phone models support push notifications, and most others do not. Our mobile engineering team resolved this in the 2.0 update. If you still have difficulty, ensure you use the most recent version. If that does not resolve the issue, set your answering rules to ring your cell phone simultaneously at a 5-second delay to avoid missing any calls while using the mobile app, then contact support.
 

Device not compatible 

Make sure your Google Play services are fully updated before proceeding. You will get this error if you run an older version of the Google Play app for any reason. If you are located outside of the USA or Canada, you cannot download or install the app as we have not released in any other country yet. Ensure you have any VPN apps or services closed on your device before proceeding.
If the above doesn't apply and you can still not install it, clear the Google Play Store cache and data to fix the “your device is not compatible with this version” error message. Next, restart the Google Play Store and try installing the app again.

To do this, find “Settings.” 

This is located in the application tray. From there, navigate to Apps or App Manager. Then scroll down and find Google Play Store. Select this, and tap Clear Cache or Data as shown below.

Error Codes

Error codes are available in the Android and iOS versions of UC Softphone 1.1.1+
Error code numbering is a non-unique numbering system to aid Mobile Engineering in debugging issues.
Each error code does not relate to a unique failure and can indicate one of several issues.