Troubleshooting the Softphone

Unfortunately, everything isn't without it flaws, but most of the issues you might experience can be fixed with a push of a button.

Below we list some of the most common errors you can experience with your softphone and which you can usually solve with a few keystrokes.

Always start by updating so you have the latest software no matter what error you are experiencing.

Download the latest Softphone here:

• Softphone

Download software for your headset here:

• Jabra-headset
• Plantronics-headset

Update Windows:

• Click the Start button and go to Settings> Update and Security> Windows Update.
  • If there are updates, install them.
  • Do not use experimental or trial versions of Windows, if you do and experience problems then you need to restore your computer to a stable version.

Update MacOS

Go to Software Update in System Preferences. Click the Update Now button and follow the on-screen instructions to start the upgrade.

Before you upgrade, we recommend that you back up your Mac see how to do it here: https://support.apple.com/en-us/mac-backup 

Strange sound / Bad sound / No sound

If you experience problems such as no sound, you cannot find the device in the drop-down list or bad sound. Even though you followed our installation guide, you can test the tips below:

• You cannot find the headset in the softphone:
  
  1. Connect your headset directly to the computer, if you have a wireless headset, connect the USB Dongle to the computer, do not connect it to a dock.
• The sound sounds jarring or choppy (Windows)
  
  1. Click Control Panel, and then click Sound and Manage Audio Devices. Double-click on your headset and then click on advanced, under Standard format you select Channel 1, 16 bits 8000 Hz (Phone quality). Then press OK. Do the same for the Recording tab.
  2. Make sure you use a network cable and not wifi. Wifi is extra sensitive to interference and can therefore cause calls to be interrupted, sound strange or chop even though you have the best wifi technology.
  3. If the above doesn't help, there may be problems in the network you are connected to, ask your IT-administrator to check that the network has at least 100kbit/s in capacity for everyone who uses softphone for calls, in addition to all other services you use that can affect the capacity of the network. Backups, netflix, spotify etc. all take up a small amount of capacity and if you dont have at least 100kbit/s it can cause problems with the calls.

• You hear the other party but they do not hear you or vice versa
  
  1. Ask the person in charge of the IT to review the firewall settings to ensure that no traffic is blocked.

Softphone crashes / Is sluggish

If your softphone frequently crashes or exhibits unusual behavior even though you have updated your operating system, softphone, and headset, it may be an underlying error. The easiest way to solve this is by doing a complete reinstallation of your softphone

See this article: Reinstalling the softphone

Cannot make calls / Cannot receive calls

If you get an error message when you call, you can test the tips below:

• You are notified of a forbidden destination
  1. To protect our customers from fraud and making unknowingly expensive calls, there is a block in our switchboard against calling foreign destinations. This block is no problem to remove, we just need to know where you want to call so we can lift the block, email support@soluno.se and we will help you.
     
     
• You get a triad when you call
  
  1. Check that the number you entered is correct and actually exists, also try calling the number from another phone, preferably from another carrier, if the error also occurs there, it is probably not an active number.
  2. If it works from another operator, email support@soluno.se or call +46104105000 and inform us about which number you are calling to, which number you are calling from and the time when you called, so we can troubleshoot your problem.
     
     
• You do not receive your calls
  
  1. Check that you have a headset connected to your computer, if there is no audio device that the softphone can call on, the call is automatically denied by your softphone and you can thus not answer the call.
  2. Make sure that you have not set to yourself as unavailable, the dot at your contact picture should be green.. 

Do you have a problem not listed above or the above didn't help?

Call +46104105000 or email support@soluno.se and inform us about your problem, try to get as much information about the problem as you can, you get an error message, a lamp that glows in a certain color or something else that can help us understand your problem so feel free to bring it.

If your case is urgent, we always want you to call when we handle mail in the order it arrives to us, therefore do not know that your case is urgent before we get to your email