Troubleshooting
Fixes for common problems — call quality, login issues, error messages, and how to gather logs for support.
16 articles
Articles in Troubleshooting
One-Way Audio: When Only One Side Can Hear
Fix one-way audio, where you can hear the other person but they cannot hear you (or the reverse). Usually a microphone permission or router setting.
Fixing Call Quality: Choppy Audio, Echo, and Dropped Calls
Diagnose and fix the most common call quality problems, from robotic or choppy audio to echo, delay, and calls that drop.
Incoming Calls Aren't Reaching You
A step-by-step checklist for when incoming calls do not ring: Do Not Disturb, device registration, call forwarding, business hours, and number routing.
Voicemail Not Working
Troubleshoot voicemail that will not record, will not email you, or that you cannot access. Covers greetings, PINs, transcription, and notifications.
Text Messages Not Sending
Troubleshoot text messages that will not send or are not delivered. Covers text-enabled numbers, opt-outs, message content, and business-texting registration.
Fixing a Transfer That Needs Changes
Why transfers get rejected, the details that most often cause it, and what happens after you supply a correction.
Why Number Transfers Take Time (and What to Do About Delays)
Understand how long it takes to transfer a phone number to ReliaRing, why transfers get delayed or rejected, and how to keep yours on track.
Before You Contact Support
A short checklist of details to have ready before opening a support ticket, so we can solve your issue on the first reply.
Presence Problems and How to Fix Them
Stuck on Busy after a call, showing Offline while signed in, a colleague showing the wrong status, or busy lamps that do not update.
Browser Problems with the Web Portal
Which browsers ReliaRing supports, and how to fix a portal or in-browser softphone that is not loading or working correctly.
Collecting Information for Support
How to gather the details and, when asked, the browser diagnostics that help our support team solve a tricky problem faster.
Calls Go Straight to Voicemail
When your phone never rings and callers land in voicemail immediately, one of these settings is usually the reason: DND, forwarding, or an offline device.
Login and Sign-In Problems
Resolve sign-in trouble: forgotten passwords, two-factor codes, single sign-on, and "invalid email or password" errors.
My Desk Phone Shows Offline or Not Registered
A plain-language checklist for a desk phone that shows offline, unregistered, or will not make or receive calls.
Mobile App Crashing or Not Working
Fix a ReliaRing mobile app that crashes, freezes, will not place calls, or is not showing notifications.
Common Error Messages and What They Mean
A plain-language guide to the error messages you may see in ReliaRing and what to do about each one.