iOS

Obtaining troubleshooting logs and understanding the minimum system requirements for iOS operating system are both basic steps in troubleshooting issues.

Troubleshooting Logs

When softphone users encounter issues with the application, retrieve Session Initiation Protocol (SIP) logs from their devices and send the files to the support team for troubleshooting purposes.

SIP Logs

SIP logs are generated by the softphone application. The logs contain communication details such as the application information, device information, network information, and error messages during calls or registration.

Enabling SIP Logging

SIP logging is not enabled by default. The softphone application collects troubleshooting logs once the logging function is enabled. To ensure that error details are recorded in the logs, users must enable this function before errors occur.

  1. Select the Keypad iOS Keypad tab icon tab > iOS setting icon > Preferences.

  2. Enable Log SIP Traffic.

  3. Select Back. The SIP Logs option displays on the Settings screen.

Retrieving SIP Logs

Softphone users can retrieve SIP logs in the application only after enabling the SIP logging function.

Note

If users intend to reproduce an error and record its details in the log for troubleshooting, they must first enable the logging function. Refer to the Enabling SIP Logging section to turn on this function.

  1. Select the Keypad iOS Keypad tab icon tab > iOS setting icon > SIP Logs.

  2. On the SIP Logs screen, touch the Share button.

  3. Select Other.

  4. Send the log text file to the support team.

Turnkey Messaging Logs

Turnkey messaging logs record SIP logs and information about the messaging service process, including the message delivery status and any errors that occurred. The messaging logs are useful for troubleshooting issues specific to our Turnkey messaging solution.

Note

Acrobits Turnkey messaging solution is different from the SIMPLE messaging and Fetch Messaging. If the softphone has issues with sending or receiving SIMPLE/Fetch instant messages, refer to SIP Logs section at the top of this page to collect the SIP log.

Retrieving Turnkey Messaging Logs

Users must first enable the logging function before retrieving the messaging log file. Refer to the Enabling SIP Logging section to turn on this function.

  1. Select the Chat tab.

  2. Select setting icon > Share logs.

  3. On the Logs window, select the app to send the log text file to the support team.

Minimum System Requirements

To ensure the softphone application runs smoothly, the user devices must meet certain minimum system requirements.

OS Versions

The devices should be running iOS 16 and onwards.

Note

Although our applications may run on OS versions earlier than iOS 16, their performance are not optimal compared to when they are used with newer versions.