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 tab > > 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.

1. Select the Keypad tab > > 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.

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

VoIP Test Bench¶

The VoIP Test Bench is a diagnostic tool available in the softphone application that allows users to run a series of automated VoIP-related tests. These tests help identify common connectivity issues and configuration problems related to SIP registration and SIPIS server reachability.

The test results can be exported as a text file and shared with the support team for further analysis.

The VoIP Test Bench is especially useful when users experience issues with:

• SIP or SIPIS server registration
• Network connectivity affecting VoIP services

Running VoIP Test Bench¶

Softphone application users can run the VoIP Test Bench from the Settings and review the outcome of each executed test.

1. Select the Keypad tab > > VoIP Test Bench.
2. Select Run tests.
3. Wait until all tests complete.
4. Review the list of executed tests and their results.

Each test is marked as Passed or Failed to indicate its outcome.

Sharing VoIP Test Bench Logs¶

After running the tests, users can share the test results as a text file with the support team for troubleshooting.

1. Tap the Share button.
2. Send the exported TXT file to the support team.

The exported file contains a detailed log of all executed tests and their results, which helps identify potential connectivity or configuration issues.

Minimum System Requirements¶

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

OS Versions¶

The devices should be running iOS 16 and onwards.