If you’re having trouble making or receiving calls, getting notifications, or signing in with the VL Connect app on your Android phone, try the steps below first. If the issue continues, contact our support team at support@voicelogix.com or (844) 529-3007.
Android settings menus differ by phone maker and Android version. The steps below show the menu names for Samsung Galaxy and Google Pixel phones. On other phones, the names may be slightly different. You can also use the search bar at the top of your phone’s Settings app to find a setting by name.
Quick Fixes to Try First
Many issues are solved by one of these simple steps:
- Update the app. Open the Google Play Store, search for VoiceLogix Connect, and tap Update if it appears. Updates often include fixes for ringing, notifications, audio, and Bluetooth. You can see what changed in each version in our VL Connect Android V5 Release Notes.
- Update your phone. Install any pending Android system updates. Older Android versions can cause problems with notifications, background calling, and Bluetooth audio.
- Restart your phone. Turn your phone fully off and back on, then open VL Connect and make sure you are signed in.
- Leave the app running in the background. Avoid swiping VL Connect away from your recent apps list. When the app is force-closed, your phone may stop it from receiving calls and notifications.
Check Your Network Connection
VL Connect places calls over the internet, so a weak or unstable connection is the most common cause of poor audio, dropped calls, one-way audio, and calls that don’t ring.
Test Wi-Fi vs. Mobile Data
- If you’re on Wi-Fi, turn Wi-Fi off and try a call on mobile data (LTE/5G).
- If you’re on mobile data, connect to a strong Wi-Fi network and try again.
- If the issue only happens on one type of connection, or only in one location, the problem is most likely that network rather than the app. Please mention this when you contact support.
Signal and Switching Networks
- Make sure you have a strong Wi-Fi signal or at least 2–3 bars of LTE/5G.
- Avoid public and guest Wi-Fi networks (hotels, coffee shops, airports) for important calls. They often block or slow down voice traffic.
- Try not to move between Wi-Fi and mobile data, or between Wi-Fi access points, during a call. This can drop the call or cut the audio.
- If your Wi-Fi is weak, turn Wi-Fi off and use mobile data instead.
VPN and Firewalls
- If you use a VPN app, turn it off and test a call again. VPNs can block or delay voice traffic.
- If your company requires a VPN, test with it on and off and let your IT team and our support team know the results.
- On an office network, a firewall or content filter may be blocking voice traffic. Ask your IT team or contact our support team.
Home and Office Routers (SIP ALG)
If calls work on mobile data but not on a certain Wi-Fi network (for example, no audio, one-way audio, or calls that won’t connect), the router may be interfering with voice traffic. Many routers have a feature called SIP ALG that often causes these problems with VoIP calls. Your network administrator or internet provider can turn it off. Contact our support team if you need help.
Warning: Phones connected to eero access points have known issues with the VoiceLogix app, including no audio and being unable to answer calls. See EERO Access Points: Known Issues.
Allow Background Data and Turn Off Data Saver
If background data is restricted, VL Connect may not receive calls when you’re away from Wi-Fi.
Samsung Galaxy
- Open Settings > Apps > VoiceLogix Connect > Mobile data.
- Turn on Allow background data usage.
- Turn on Allow data usage while Data Saver is on.
Google Pixel
- Open Settings > Apps > See all apps > VoiceLogix Connect > Mobile data & Wi-Fi.
- Make sure Background data is turned on.
- If you use Data Saver, go to Settings > Network & internet > Data Saver > Unrestricted data and turn on VoiceLogix Connect.
Check Battery Settings
Android limits apps in the background to save battery. This is one of the most common reasons VL Connect stops ringing or stops showing notifications. Setting the app’s battery usage to Unrestricted fixes most cases where incoming calls are missed while the app is in the background.
Samsung Galaxy
- Open Settings > Apps > VoiceLogix Connect > Battery and select Unrestricted.
- Make sure Power saving is turned off (Settings > Battery and device care > Battery), or at least turned off during business hours.
- In Settings, search for Sleeping apps and make sure VoiceLogix Connect is not listed under Sleeping apps or Deep sleeping apps. If available, add it to Never sleeping apps.
- In Settings, search for Put unused apps to sleep and turn it off.
- In Settings, search for Auto optimize daily and turn it off.
Google Pixel
- Open Settings > Apps > See all apps > VoiceLogix Connect > App battery usage.
- Turn on Allow background usage and select Unrestricted.
Note: These changes may use a little more battery, but they help make sure you don’t miss calls.
Check App Permissions and Notifications
VL Connect needs certain permissions to ring, play audio, and show incoming calls.
Permissions
When you first sign in, VL Connect asks you to allow the following. Tap Allow for each one:
- Make and manage phone calls: Used to handle your calls.
- Record audio (microphone): Required. Without it, the other person won’t be able to hear you.
- Access photos, media, and files: Used to send pictures and files in messages.
- Take pictures and record video (camera): Used to take and send photos and videos.
If you denied a permission, VL Connect will ask for it again the next time you use a feature that needs it. You can also change permissions at any time:
- Open Settings > Apps > VoiceLogix Connect > Permissions.
- Make sure Phone, Microphone, Camera, and photo/media/file access are allowed.
Notifications
Notifications must be turned on for incoming calls and messages to appear on your screen.
- Open Settings > Apps > VoiceLogix Connect > Notifications.
- Turn on Allow notifications (Samsung) or All VoiceLogix Connect notifications (Pixel).
- Make sure all notification categories are on, especially incoming calls, and that they’re not set to Silent.
- Turn on lock screen notifications so incoming calls appear when your phone is locked.
Note: If your lock screen notifications are set to hide content, notifications on the lock screen will only show the app name, not the caller or message details.
Do Not Disturb
Make sure Do Not Disturb is turned off, or that VoiceLogix Connect is allowed in your Do Not Disturb settings as an exception. Also check for any Do Not Disturb or mode schedules that may turn on automatically during the day.
Clear the App Cache and Data
If the app is slow, freezing, crashing, or acting strangely, clearing its cache can help. Clearing the cache only removes temporary files. You will not be signed out.
Warning: Clearing the app’s data/storage resets VL Connect as if it were just installed. You will be signed out and will need your VoiceLogix login name and password (the same ones you use for the VoiceLogix portal) to sign back in. Your contacts, voicemail, and call history are stored on the VoiceLogix system and will load again once you sign in. Only clear data if clearing the cache didn’t help, and make sure you know your login first.
Samsung Galaxy
- Open Settings > Apps.
- Select VoiceLogix Connect (or search for it).
- Tap Storage.
- Tap Clear cache.
- If the problem continues, tap Clear data, then tap Delete to confirm.
Google Pixel
- Open Settings > Apps > See all apps.
- Select VoiceLogix Connect.
- Tap Storage & cache.
- Tap Clear cache.
- If the problem continues, tap Clear storage, then tap OK to confirm.
After clearing data:
- Open VL Connect.
- Sign in with your login name and password. These are the same credentials you use to sign in to the VoiceLogix portal. If your company signs in with Google or Microsoft, use that option.
- Allow the permissions when the app asks for them.
Reinstall the App
If clearing the cache and data didn’t help:
- Press and hold the VL Connect app icon and tap Uninstall (or go to Settings > Apps > VoiceLogix Connect > Uninstall).
- Restart your phone.
- Open the Google Play Store, search for VoiceLogix Connect, and tap Install.
- Open the app, sign in with your VoiceLogix portal login name and password (or your company’s Google or Microsoft sign-in, if used), and allow all requested permissions.
- Repeat the Check Battery Settings steps above, since they may reset after reinstalling.
Send Logs to Support
If our support team asks for your app logs, you can send them from inside VL Connect. Logs contain technical details about the app’s connection and calls that help our team find the cause of your issue. Please only send logs when you have an open support request, and try to send them right after the problem happens.
- Open VL Connect and make sure you are signed in.
- Tap the menu icon (three lines) in the bottom right corner to open the navigation menu.
- Tap About.
- Tap Submit Log File.
- Type a brief description of the problem, or your support ticket number.
- Tap Send. Your logs are uploaded to VoiceLogix Support automatically.
Note: If you have a support ticket, include the ticket number in your description. If you don’t, contact our support team after sending your logs to let us know they were sent, and tell us the approximate date and time the issue happened.
You can also watch the short video in How to Submit a Log File to Support.
Still Having Trouble?
If you’ve tried the steps above and are still having issues, contact our support team:
- Email: support@voicelogix.com
- Phone: (844) 529-3007
To help us solve your issue faster, please include:
- Your name, company name, and extension
- Your phone model and Android version
- Your VL Connect version (menu > About)
- The date and time the issue happened
- Whether you were on Wi-Fi or mobile data, and whether it happens on both
- Whether the app was open, in the background, or closed
- A description of the issue, and example phone numbers called or calling in, if available
- Your ticket number, if you’ve already sent logs