Cenaly Phone: why it does not ring — problems the check finds

Cenaly Phone keeps track of whether the phone is ready to take calls and tells the location administrator. When something gets in the way — the microphone is blocked, the battery puts the app to sleep, the network does not let it reach the PBX, the phone is not in the ring plan — the check names the problem, explains it in plain words and suggests what to do. This page lists every problem it can find: the “More” link in the app and in the admin panel leads here.

How it works#

The phone reports to the PBX on its own. The app sends a short report about its state: permissions (microphone, notifications, full-screen call, calling account), power (battery mode, data saver, low power mode), push wake-up (whether it has a wake-up address and when the last wake-up arrived), network type and VPN, and its registration on the PBX. The report is sent when the app starts, when permissions or the battery mode change, when registration fails, after every check, every 6 hours and when the administrator asks for it. Without internet the report waits and goes out once the connection is back.

The cloud compares what the phone says with what the PBX sees. For example, the phone thinks it is online while the PBX does not see it — that is a separate problem. The result is a list of problems from a single catalog: the same codes and texts on the phone, in the admin panel and on this page.

Connection check on the administrator’s request. The device card has a “Check connection from the phone” button. In the background the phone runs network steps only: DNS, a TCP/TLS connection to the PBX, a SIP OPTIONS request, STUN (public address and NAT type), TURN (media relay), a clock check and a snapshot of permissions. No microphone and no calls, 30 seconds at most. Limits: no more than once a minute per device and no more than 20 checks a day. The result appears in the admin panel in place; the employee sees a log entry like “Connection check requested by the administrator, 12:03”. If the phone does not answer within 90 seconds, the admin panel says so honestly: “The phone did not answer: the app was closed by the system or there is no network”.

Log from the phone. The “Request log from the phone” button asks the app to upload its work log and reconnection reasons for support to analyse. No more than 5 requests a day; passwords never get into the log.

The employee can run the same check: “Help with calls” → “Connection check”. That screen also shows what the app has sent to the administrator (“The administrator sees this state · sent 12:03”).

What the phone does not collect#

The report is for calls, not surveillance. The app does not send: the Wi‑Fi network name (SSID), location, local IP addresses, phone numbers and contacts, or the list of installed apps. It does send: the phone model, the system and app versions, the network type (Wi‑Fi, cellular, Ethernet, VPN) and the public IP address — the same one the PBX already sees when the phone connects. The report is kept until the device is disconnected and is deleted with it.

How to read a problem description#

Side tells you where to look for the cause: phone — the phone’s own settings, network — the path from the phone to the PBX (Wi‑Fi, router, provider, VPN), PBX — the location’s PBX and its settings in Telephony.

Each problem has two pieces of advice: what the employee should do (shown to the person with the phone) and what the administrator should do (shown in the admin panel). If the right settings can be opened straight from the phone, the problem has a “Fix” button.

The phone is connected, but nobody can reach it#

The trickiest case: the app is green, the “Call me” check passes, yet group calls and calls from colleagues never reach the phone. A common cause is that the employee has a personal ring plan and the new phone did not get a row in it. The PBX dials only what is in the plan: a connection without a row is neither dialled nor woken by a push notification. “Call me” rings the phone directly, bypassing the plan, which is why it passes. Now the app tells the truth in this case: the sound check passed, but group calls do not come here, and the check shows the problem “Phone is not in the ring plan”.

What the administrator should do:

1. Telephony → Extensions, the Cenaly Phone self-service block — the “App phone — always ring” setting. It is on by default: when an employee connects Cenaly Phone and already has a personal plan, the phone immediately gets an “always ring” row in it. Paid numbers (external and upstream) are never added this way.
2. For phones connected earlier — in the same place, “Add already connected phones to the ring plan…”: it first shows the list of what will change and applies it only after you confirm.
3. Or one by one: the employee’s connections window → a warning next to the phone row and the “Add to plan” button, then “Save”.

A row you later adjusted yourself (for example, the phone rings only during working hours) is not overwritten when the same phone reconnects.

All codes in one list#

The code appears in support reports and in the admin panel. Click a name to jump to its description.

Permissions and system#

Settings of the phone itself: app permissions, battery mode, notifications, push wake-up, the clock and the app version. The employee can fix almost all of this in a minute — the “Fix” button on the “Connection check” screen opens the right settings page.

No microphone access#

🔴 Calls do not work · side: phone · Android and iPhone · code mic_denied

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the phone itself or its settings.
• For the employee: Allow the app to use the microphone — without it the other side cannot hear you. The phone has a “Fix” button that opens the right settings.
• For the administrator: Ask the employee to allow Cenaly Phone to use the microphone in the phone settings.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Notifications are off#

🔴 Calls do not work · side: phone · Android only · code notifications_off

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the phone itself or its settings.
• For the employee: Turn on the app's notifications — incoming calls are shown through them. The phone has a “Fix” button that opens the right settings.
• For the administrator: Ask the employee to turn on Cenaly Phone notifications — without them incoming calls do not appear on screen.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Calls cannot open full screen#

🟠 Calls work with interruptions · side: phone · Android only · code fullscreen_intent_denied

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: Allow full-screen notifications — otherwise on a locked phone a call is only a line in the notification shade. The phone has a “Fix” button that opens the right settings.
• For the administrator: On a locked phone the employee may miss calls: the full-screen notifications permission is needed.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Battery optimisation limits the app#

🟠 Calls work with interruptions · side: phone · Android only · code battery_optimized

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: Set Cenaly Phone's battery mode to Unrestricted so the phone does not put the app to sleep. The phone has a “Fix” button that opens the right settings.
• For the administrator: The employee's phone may put the app to sleep: ask them to set battery mode to Unrestricted.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Background activity is restricted#

🔴 Calls do not work · side: phone · Android only · code bg_restricted

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the phone itself or its settings.
• For the employee: Cenaly Phone's battery mode is Restricted — calls do not arrive while the app is closed. Choose Unrestricted. The phone has a “Fix” button that opens the right settings.
• For the administrator: The app is restricted in the background on this phone: while it is closed, calls move on to the next step of the plan.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

The system rarely wakes the app#

🟠 Calls work with interruptions · side: phone · Android only · code standby_restricted

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: Open the app and set battery mode to Unrestricted — the system classed it as rarely used. The phone has a “Fix” button that opens the right settings.
• For the administrator: The system treats the app as rarely used and may delay calls.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Data Saver is on#

🟠 Calls work with interruptions · side: network · Android only · code data_saver_on

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: Allow Cenaly Phone unrestricted data or turn Data Saver off — otherwise there is no connection in the background. The phone has a “Fix” button that opens the right settings.
• For the administrator: Data Saver on the employee's phone cuts the app's connection in the background.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Calling account is disabled#

🔴 Calls do not work · side: phone · Android only · code telecom_account_disabled

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the phone itself or its settings.
• For the employee: Enable Cenaly Phone under Calling accounts — without it the system blocks calls. The phone has a “Fix” button that opens the right settings.
• For the administrator: The Cenaly Phone calling account is disabled in the phone's system — calls cannot go through.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Do Not Disturb is on#

🟠 Calls work with interruptions · side: phone · Android only · code dnd_active

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: The phone's Do Not Disturb may silence calls. Turn it off or add Cenaly Phone to exceptions. The phone has a “Fix” button that opens the right settings.
• For the administrator: Do Not Disturb is on in the phone itself (not on the PBX): calls may arrive silently.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Background App Refresh is off#

ℹ️ For information · side: phone · iPhone only · code ios_bg_refresh_off

• What it means: usually does not affect calls; most often no action is needed; the cause is the phone itself or its settings.
• For the employee: Turn on Background App Refresh for Cenaly Phone so it can report its state on time. The phone has a “Fix” button that opens the right settings.
• For the administrator: Does not affect calls, but the phone's state will arrive less often.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Low Power Mode#

ℹ️ For information · side: phone · iPhone only · code ios_low_power

• What it means: usually does not affect calls; most often no action is needed; the cause is the phone itself or its settings.
• For the employee: In Low Power Mode the iPhone goes online less often in the background. Calls are usually not affected.
• For the administrator: The iPhone is in Low Power Mode: reports arrive less often.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

No cellular data access#

🟠 Calls work with interruptions · side: network · iPhone only · code ios_cellular_data_off

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: Allow Cenaly Phone cellular data (Settings → Cellular) — without Wi‑Fi there will be no calls. The phone has a “Fix” button that opens the right settings.
• For the administrator: The app is denied cellular data: away from Wi‑Fi the employee is unreachable.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

iPhone has no call push address#

🔴 Calls do not work · side: phone · iPhone only · code voip_push_missing

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the phone itself or its settings.
• For the employee: Open the app while online so the iPhone gets its incoming-call address. If that does not help, reinstall the app. The phone has a “Fix” button that opens the right settings.
• For the administrator: The employee's iPhone has not registered an incoming-call address: calls will not arrive while the app is closed.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

No wake-up push address#

🟠 Calls work with interruptions · side: phone · Android only · code push_token_missing

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: The app has no wake-up address: calls arrive only while it is running. Open it while online.
• For the administrator: The phone has not sent a wake-up address: calls arrive only while the app is open.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Wake-up push did not arrive#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code push_not_delivered

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: The PBX tried to wake the phone but the signal did not arrive. Check the internet and battery mode, then open the app.
• For the administrator: The last wake-up of this phone did not arrive: check the employee's battery mode and network.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Phone clock is wrong#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code clock_skew

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: Turn on automatic date and time — a wrong clock breaks secure connections and relayed audio. The phone has a “Fix” button that opens the right settings.
• For the administrator: The phone's clock is more than a minute off.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

App is outdated#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code app_outdated

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: Update Cenaly Phone — this version lacks required fixes. The phone has a “Fix” button that opens the right settings.
• For the administrator: The employee has an outdated Cenaly Phone — ask them to update.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Phone has not reported for a long time#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code report_stale

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: Open Cenaly Phone to refresh its state.
• For the administrator: The phone has not reported for over a day although push is registered: the app is likely asleep or removed.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The system blocks the call service#

🔴 Calls do not work · side: phone · Android only · code fgs_start_blocked

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the phone itself or its settings.
• For the employee: The system did not let Cenaly Phone start its call service in the background — calls do not arrive while the app is closed. Open the app and remove battery restrictions for it. The phone has a “Fix” button that opens the right settings.
• For the administrator: The employee's phone did not let the app start its call service in the background (for example after a reboot) — until the app is opened, calls move on to the next step of the plan. The employee needs to open the app and remove battery restrictions.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

The system freezes the app#

🟠 Calls work with interruptions · side: phone · Android only · code process_frozen

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: The phone was awake, but the system froze Cenaly Phone — calls do not arrive meanwhile. Allow autostart and remove battery restrictions (steps for your phone are below). The phone has a “Fix” button that opens the right settings.
• For the administrator: The employee's phone shell freezes the app although the phone is awake — calls do not arrive meanwhile. The employee needs to allow autostart and remove battery restrictions (vendor steps in the app).
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The app was closed for lack of memory#

ℹ️ For information · side: phone · Android only · code low_memory_kills

• What it means: usually does not affect calls; most often no action is needed; the cause is the phone itself or its settings.
• For the employee: The system ran low on memory and closed Cenaly Phone in the background. Close heavy apps or restart the phone.
• For the administrator: The employee's phone ran low on memory and the system closed the app in the background. It is not a setting: closing heavy apps or restarting the phone helps.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Channel and network#

The path from the phone to the PBX: internet, DNS, the secure connection, latency and loss, the media relay (TURN), VPN. These are found by the connection check steps. One thing helps almost every time — switch networks (Wi‑Fi ↔ mobile data): if it works on the other network, the network is to blame, not the phone.

No internet#

🔴 Calls do not work · side: network · Android and iPhone · code no_network

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: Connect the phone to Wi‑Fi or turn on mobile data. The phone has a “Fix” button that opens the right settings.
• For the administrator: The employee's phone had no internet.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Network requires sign-in#

🔴 Calls do not work · side: network · Android and iPhone · code captive_portal

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The Wi‑Fi needs sign-in through a login page. Open a browser and sign in, or switch networks. The phone has a “Fix” button that opens the right settings.
• For the administrator: The phone is on a Wi‑Fi with a sign-in page: no PBX connection until signed in.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

PBX address not found#

🔴 Calls do not work · side: network · Android and iPhone · code dns_fail

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The phone cannot resolve the PBX address. Switch networks or turn off private DNS / VPN.
• For the administrator: The phone's network cannot resolve the PBX (DNS): usually private DNS or a network filter.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

PBX unreachable from this network#

🔴 Calls do not work · side: network · Android and iPhone · code pbx_tcp_unreachable

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The network blocks the PBX. Try mobile data instead of Wi‑Fi, or ask the network admin to open ports 5060/5061.
• For the administrator: The phone's network cannot open a connection to the PBX: a firewall or the ISP blocks SIP ports.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

PBX certificate mismatch#

🔴 Calls do not work · side: network · Android and iPhone · code tls_pin_mismatch

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The secure connection was intercepted or the PBX changed its certificate. Avoid this network; reopen the app later.
• For the administrator: The phone saw an unexpected PBX certificate: possible interception (proxy, antivirus) or the PBX was recreated.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Secure connection failed#

🔴 Calls do not work · side: network · Android and iPhone · code tls_handshake_fail

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The secure connection to the PBX fails. Check the phone's date and time and switch networks.
• For the administrator: TLS to the PBX cannot be established: the network interferes or the phone clock is wrong.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

PBX does not respond#

🔴 Calls do not work · side: network · Android and iPhone · code register_timeout

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: Registration gets no answer. Check the internet, switch networks or turn off VPN.
• For the administrator: The phone's registration gets no answer: the network drops packets or blocks SIP.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

High latency to the PBX#

🟠 Calls work with interruptions · side: network · Android and iPhone · code high_rtt

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The connection is slow — expect pauses and echo. Move closer to the router or switch networks.
• For the administrator: Latency to the PBX is above 300 ms: conversations will have pauses.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Packet loss#

🟠 Calls work with interruptions · side: network · Android and iPhone · code packet_loss

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The network loses packets — the voice will break up. Switch networks.
• For the administrator: The phone's network loses packets: the voice will break up.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Media relay unreachable#

🟠 Calls work with interruptions · side: network · Android and iPhone · code turn_unreachable

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The media relay is unreachable — behind a strict network a call may connect without audio. Switch networks.
• For the administrator: TURN is unreachable from the phone's network — the main suspect for 'call connects but no audio'.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Audio does not pass through the relay#

🟠 Calls work with interruptions · side: network · Android and iPhone · code relay_media_blocked

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The media relay answers, but audio does not pass through it from this network — on a strict network a call will connect without audio. Switch networks.
• For the administrator: Audio probe via TURN from the phone: the relay was allocated but packets did not pass through it. The phone's network lets signalling through but cuts media — the main suspect for 'call connects but no audio'.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Strict NAT#

ℹ️ For information · side: network · Android and iPhone · code symmetric_nat

• What it means: usually does not affect calls; most often no action is needed; the cause is the network between the phone and the PBX.
• For the employee: The network is strict; audio goes through the relay. No action needed.
• For the administrator: Symmetric NAT: audio goes through TURN, which is expected.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

VPN is on#

ℹ️ For information · side: network · Android and iPhone · code vpn_active

• What it means: usually does not affect calls; most often no action is needed; the cause is the network between the phone and the PBX.
• For the employee: Calls go through a VPN. If quality is poor, try without it.
• For the administrator: The phone is on a VPN: address and quality depend on it.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Phone and PBX see different addresses#

🟠 Calls work with interruptions · side: network · Android and iPhone · code public_ip_mismatch

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The network rewrites the connection address (proxy, dual WAN or router SIP ALG). If there is no audio, switch networks.
• For the administrator: The STUN public IP differs from the registration address at the PBX: proxy, dual WAN or SIP ALG.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Backup channel#

If the direct path to the PBX is blocked on the network, the phone switches to the backup by itself: signalling goes through our secure channel on port 443, audio through the relay. These are two independent layers: “Connected via the backup channel” is about calls and registration, “Audio via the relay” is only about audio. A normal switch is not a fault: calls work and the phone returns to the direct path by itself. It is a problem only when the backup did not help either.

Connected via the backup channel#

ℹ️ For information · side: network · Android and iPhone · code signaling_via_relay

• What it means: usually does not affect calls; most often no action is needed; the cause is the network between the phone and the PBX.
• For the employee: The direct path to the PBX does not work from this network, so the phone switched to the backup channel by itself — calls work as usual. Nothing to do: the phone returns to the direct path on its own once it works again.
• For the administrator: Signalling goes through our WSS relay (port 443) instead of direct TLS 5061: the phone's network blocks the direct port. Calls work; if many phones at the location do this, check whether the office network blocks outbound 5061.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Audio via the relay#

ℹ️ For information · side: network · Android and iPhone · code media_via_turn

• What it means: usually does not affect calls; most often no action is needed; the cause is the network between the phone and the PBX.
• For the employee: Audio on the last call went through the relay: the direct audio path is blocked on this network. Calls work, the delay may be slightly higher. Nothing to do.
• For the administrator: Audio on the last call went through TURN (the protocol is in the evidence): direct UDP to the PBX did not pass from the phone's network. This is the normal fallback, not a fault; TURN and signalling are separate layers.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The backup channel did not help#

🟠 Calls work with interruptions · side: network · Android and iPhone · code signaling_fallback_failed

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The direct path to the PBX does not work and the backup channel did not come up either. Incoming calls may not arrive. Switch networks (for example, Wi-Fi to mobile data) and run the Connection check.
• For the administrator: The phone tried to switch to the WSS relay (443) and the switch failed (reason and relay close code are in the evidence). Check the PBX-to-cloud link and whether the location's backup channel is switched off (“Rules for all staff” → “Own phones”); if several phones failed at once there is a grouped alert on the error board.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Audio failed even via the relay#

🟠 Calls work with interruptions · side: network · Android and iPhone · code media_fallback_failed

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: Call audio did not connect even through the TLS 443 relay: the network blocks it too. Switch networks and run the Connection check.
• For the administrator: The ICE automaton exhausted the direct path and the TURNS 443 fallback — there was no audio. The phone's network blocks TLS to the relay too (or this cloud's TURN is faulty — see the TURN check on the board).
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

PBX and ring plan#

Here the phone is fine; the cause is the location’s PBX or its settings: the PBX machine is offline, the device is turned off, the phone is not in the ring plan, the PBX refuses the registration or has blocked the address. The administrator fixes these in Telephony.

The location's PBX is offline#

🔴 Calls do not work · side: PBX · Android and iPhone · code pbx_offline

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: The location's PBX is unavailable right now. It is not the phone — tell your administrator.
• For the administrator: The PBX machine sends no heartbeat or is stopped: calls fail for everyone.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Device disabled by the administrator#

🔴 Calls do not work · side: PBX · Android and iPhone · code connection_disabled

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: The administrator disabled this device. Contact them.
• For the administrator: This phone's connection is disabled in the employee's card.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Phone is not in the ring plan#

🔴 Calls do not work · side: PBX · Android and iPhone · code not_in_ring_plan

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: Group calls and colleague calls do not reach this phone — ask your administrator to add it to your ring plan.
• For the administrator: The phone is connected, but the employee's ring plan has no row for it (or the row is empty), so the PBX never dials it. Open the employee's connections and click “Add to ring plan”.
• Where you see it: phone — a banner on “Home” and the “Connection check” screen; admin panel — the employee’s connections window (a warning and the “Add to plan” button), the “Phone reports” tab and the telephony self-check (the ring plan item).

PBX rejected sign-in#

🔴 Calls do not work · side: PBX · Android and iPhone · code sip_auth_failed

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: The PBX does not accept this phone's credentials. Disconnect the device in the app and connect again.
• For the administrator: The PBX answers 401/403: the device password was reset or is outdated — the employee should reconnect the device.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

PBX refused registration#

🔴 Calls do not work · side: PBX · Android and iPhone · code register_rejected

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: The PBX refused registration. Reopen the app later; if it persists, send a report to support.
• For the administrator: The PBX refuses the registration (not 401/403) — see the code in the report and the PBX log.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

PBX does not see the registration#

🟠 Calls work with interruptions · side: PBX · Android and iPhone · code phone_says_registered_pbx_not

• What it means: calls work, but some may be lost or have poor sound; the cause is on the PBX side or in its settings.
• For the employee: The phone thinks it is online but the PBX does not see it. Restart the app; if that fails, switch networks.
• For the administrator: The phone says 'registered', the PBX does not: usually a router (SIP ALG) or proxy breaks the address.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

PBX holds a stale registration#

ℹ️ For information · side: PBX · Android and iPhone · code pbx_registered_phone_not

• What it means: usually does not affect calls; most often no action is needed; the cause is on the PBX side or in its settings.
• For the employee: The PBX still remembers the phone's previous connection. It will expire on its own.
• For the administrator: The phone is offline but the PBX holds its old contact — a call may go nowhere until the registration expires.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

PBX blocks this address or app#

🔴 Calls do not work · side: PBX · Android and iPhone · code pbx_rejected_access

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: The PBX only allows this extension from approved addresses or apps. Contact your administrator.
• For the administrator: The extension's access restriction (addresses/apps) rejects this phone — check the access settings.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Phone's address is blocked by the PBX#

🔴 Calls do not work · side: PBX · Android and iPhone · code pbx_ip_blocked

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is on the PBX side or in its settings.
• For the employee: The PBX temporarily blocked your network's address for failed sign-ins. Wait or switch networks.
• For the administrator: PBX autoban blocked the address the phone uses (failed sign-ins from that network). Unblock it in the PBX security panel.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab; telephony self-check — the “Extensions” item.

Registration stability#

Conclusions the cloud draws from a day of the PBX log — for any device, desk phones included: how often the device lost its registration, how long the gaps were, where it connected from and how neighbouring devices behind the same address behave. If the neighbours are stable and one device is not, the phone side is to blame; if everything behind one address drops, it is the office network or router.

Long gaps without a PBX connection#

🟠 Calls work with interruptions · side: network · Android and iPhone · code reg_gaps

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The phone is often disconnected from the PBX for long periods — incoming calls are lost meanwhile. Keep the app open and remove battery restrictions.
• For the administrator: The device stays unregistered for long periods: calls during these gaps are lost. See the cause in “Connection stability”.
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen.

Connected via a VPN or hosting network#

ℹ️ For information · side: network · Android and iPhone · code vpn_detected

• What it means: usually does not affect calls; most often no action is needed; the cause is the network between the phone and the PBX.
• For the employee: The PBX sees a connection from a hosting network — probably a VPN. If quality is poor, try without it.
• For the administrator: The PBX saw the device connect from a hosting network (VPN or proxy): address and quality depend on it.
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen.

Wake-up is off#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code push_wake_off

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: The phone loses the PBX connection and cannot be woken by push — calls during gaps are lost. Open the app online and remove battery restrictions.
• For the administrator: The mobile device goes offline and push wake-up does not work for it: incoming calls during gaps are lost. The reason is in the conclusion.
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen.

Incoming UDP does not reach the device#

🔴 Calls do not work · side: network · Android and iPhone · code nat_udp_unreachable

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The router blocks incoming SIP over UDP to the device. Switch the device to TCP or open UDP on the router.
• For the administrator: The device registers but never answers PBX checks: incoming calls cannot reach it. Switch it to TCP or fix the router.
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen; telephony self-check — the “Extensions” item.

The router tampers with SIP (SIP ALG)#

🔴 Calls do not work · side: network · Android and iPhone · code sip_alg_suspected

• What it means: until this is fixed, the phone cannot make normal calls or calls do not reach it; the cause is the network between the phone and the PBX.
• For the employee: The office router breaks SIP packets. Turn off SIP ALG on it or switch the device to TCP.
• For the administrator: Other devices behind the same address work but this UDP one does not (or two devices share one address): the router tampers with SIP. Turn off SIP ALG or switch the device to TCP.
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen; telephony self-check — the “Extensions” item.

The phone system kills the app#

🟠 Calls work with interruptions · side: phone · Android only · code vendor_power_killer

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: The vendor shell kills Cenaly Phone in the background. Allow autostart and remove battery restrictions for the app. The phone has a “Fix” button that opens the right settings.
• For the administrator: The phone system killed the app in the background several times a day — calls are lost meanwhile. The employee needs to allow autostart (vendor steps in the app).
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen.

Connection to the PBX keeps dropping#

🟠 Calls work with interruptions · side: network · Android and iPhone · code registration_flapping

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The phone keeps losing the PBX connection. Check Wi‑Fi and battery mode.
• For the administrator: The phone disconnected and reconnected to the PBX many times today.
• Where you see it: admin panel — Telephony → device card → “Uptime”, block “Connection stability” (for Cenaly Phone also the “Phone reports” tab); for Cenaly Phone also the “Connection check” screen.

Analysis of a specific call#

After every call the phone sends a short “call passport”: how the connection was set up, which path the audio took, what the employee heard and what left their phone, how the phone woke up for the call. The cloud matches it with what the PBX saw for the same call and says whose side is to blame: the phone, the network or the PBX. If both sides are clean, the complaint is probably not about this leg: look at the other side of the conversation or the carrier. Numbers, addresses and call recordings are not included in the passport.

Audio did not connect#

🟠 Calls work with interruptions · side: network · Android and iPhone · code ice_failed

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The call connected but the audio did not: the phone could not establish an audio path to the PBX. This is usually a strict network. Switch networks and run the Connection check — it tests the relay.
• For the administrator: For the call: ICE did not connect, no audio either way (0 packets at the phone and at the PBX). The cause is the phone's network or an unreachable relay (TURN). Check TURN with the phone's Connection check.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The other party's audio did not reach the phone#

🟠 Calls work with interruptions · side: network · Android and iPhone · code no_audio_to_phone

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: During the call the PBX sent audio but the phone did not receive it. This is usually the network: the router or carrier blocks incoming audio. Try another network (Wi‑Fi ↔ mobile data) and run the Connection check.
• For the administrator: For the call: the PBX received the phone's audio and sent it the other party's audio, but the phone received no packets. The PBX → phone path is to blame (NAT, inbound UDP filter, wrong ICE pair). Check the relay with the phone's Connection check; if it repeats on one network, its router is the cause.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Your voice did not reach the other party#

🟠 Calls work with interruptions · side: network · Android and iPhone · code no_audio_from_phone

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The phone sent your voice but the PBX did not receive it. This is usually the network: a router or VPN cuts outgoing audio. Try another network or turn off the VPN and run the Connection check.
• For the administrator: For the call: the phone sent audio packets but the PBX received none. The phone → PBX path is to blame (strict NAT without a relay, outbound UDP filter, VPN). If it repeats on one network, it is that network's router; check the relay in the Connection check.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The system silenced the microphone#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code mic_silenced_by_system

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: During the call the microphone was silent although you did not mute it: another app (recorder, video call, voice assistant) or the system took it. Close such apps and call again.
• For the administrator: For the call: the network is fine — the PBX received packets but they were silent: the phone's system silenced the app's microphone or another app took it. Ask the employee to close apps that record audio; if it repeats, restart the phone.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The other party's audio was choppy#

🟠 Calls work with interruptions · side: network · Android and iPhone · code loss_downlink

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: Part of the other party's audio was lost on the way to the phone. If you are on Wi‑Fi, move closer to the router or switch to mobile data.
• For the administrator: For the call: loss on the PBX → phone path (the phone concealed missing audio; the PBX sees loss in the phone's reports). Usually weak Wi‑Fi or a congested link on the phone's network.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Your voice was choppy for the other party#

🟠 Calls work with interruptions · side: network · Android and iPhone · code loss_uplink

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: Part of your voice was lost on the way from the phone. This is usually weak Wi‑Fi upload: move closer to the router or switch to mobile data.
• For the administrator: For the call: loss on the phone → PBX path (the PBX lost packets from the phone; the phone saw loss in its reports). Usually Wi‑Fi upload or a busy office link.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

The phone woke up for a call too slowly#

🟠 Calls work with interruptions · side: phone · Android and iPhone · code wake_late

• What it means: calls work, but some may be lost or have poor sound; the cause is the phone itself or its settings.
• For the employee: A call arrived, but the phone took longer to connect than the PBX waits — the call may have gone to someone else. Remove battery restrictions for Cenaly Phone and allow it to run in the background.
• For the administrator: From the wake-up trace: the push arrived but the phone was late — slow push delivery, a cold app start, phone sleep or a slow registration. The call verdict shows which stage took the seconds.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

A call did not reach the sleeping phone#

🟠 Calls work with interruptions · side: network · Android and iPhone · code wake_missed

• What it means: calls work, but some may be lost or have poor sound; the cause is the network between the phone and the PBX.
• For the employee: The PBX tried to wake the phone for a call, but the call never appeared on it. Check that notifications and background activity are allowed for Cenaly Phone and run the Connection check.
• For the administrator: From the wake-up trace: the cloud sent a push but the call never appeared on the phone — the push did not reach the phone, or the phone registered and the PBX did not send it the call. The call verdict shows the stage.
• Where you see it: phone — “Help with calls” → “Connection check”, block “What gets in the way of calls”; admin panel — Telephony → device card → “Phone reports” tab.

Related sections#

• Cenaly Phone: help with calls and troubleshooting
• Cenaly Phone for iPhone: getting started
• Telephony: your own PBX
• Phone not registering: on-screen messages and error codes
• No audio, one-way audio, echo
• Network, router and internet for telephony
• Security and data