Audio and Call Quality Issues
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      1. Acrobits & Cloud Softphone FAQ
      2. Acrobits Softphone & Groundwire
      3. Audio and Call Quality Issues

      No Audio in Both Directions

      When encountering no audio in VoIP calls, try STUN server settings, NAT proxy, or codec adjustments. If the issue persists, enable SIP logging, restart the app, reproduce the issue with a call, and send the captured SIP log to our support team.

      "The call connects, but I cannot hear the other party and they cannot hear me."

      The following table provides initial troubleshooting solutions for this two-way audio issue in VoIP calls on Groundwire and Acrobits Softphone.

      Step Possible cause(s) Actions
      1 Low volume 

      Raise the call volume setting during the call. 
      2 Network Address Translation (NAT) related problems

      Configure a STUN server in SIP account settings.

        1. Open the desired SIP account.
          • Android - Select Android Settings icon > Settings > Accounts.
          • iOS - Open the Keypad tab, select iOS Setting icon > Accounts or SIP Accounts.
        2. Select Advanced Settings > NAT Traversal.
        3. Fill in the STUN Server field with the information provided by your service provider.
          Note: Try stun.acrobits.cz if your provider does not have a STUN server.
        4. On the same screen, set Discover Global IP to Internal. If this does not help, change Discover Global IP to External.

        5. Select a check icon or Done to save the setting.
        3

        Configure NAT proxy in SIP account settings.

          1. Check if the SIP provider offers a NAT proxy.
          2. If yes, clear the STUN Server field configured in step 2.
          3. Select Back to return to Advanced Settings.
          4. Fill in the Proxy field with the information provided by your service provider.
            Important: Use Proxy, not Outbound Proxy.
            If a port is specified, add it at the end of the proxy after a colon, such as proxy.com:5080.
          5. Select a check icon or Done to save the setting.
        4 Codecs related problems Test each codec in Codecs for Wi-Fi or Codecs for Mobile Data:
          1. Open the desired SIP account.
            • Android - Select Android Settings icon > Settings > Accounts.
            • iOS - Open the Keypad tab, select iOS Setting icon > Accounts or SIP Accounts.
          2. Select Advanced Settings.
          3. Select Codecs for Wi-Fi or Codecs for Mobile Data, depending on the one you are using.
          4. Disable all but one codec at a time to identify potential codec-related problems.
            Note: Ensure Force Packet Time is off.
          5. Test different settings in Packet Times.
          6. Select a check icon or Done to save the setting.
        Repeat steps 4(d) to 4(f) for each codec to see if any of the codecs can resolve the issue.
        5 None of the above

        If the issue persists after trying steps 1 to 4, proceed with the following steps.

          1. To enable SIP logging:
            • Android - Select Android Settings icon > Settings > Preferences > Troubleshooting > enable Log SIP Traffic.
            • iOS - Open the Keypad tab, select iOS Setting icon > Preferences > enable Log SIP Traffic > Done.
          2. Exit the softphone and open it again.
          3. Place a call to confirm whether the issue persists. This step captures the event in the SIP log.
          4. To retrieve and send the captured SIP log file to support@acrobits.cz:
            • Android - Select Android Settings icon > Settings > SIP Log or Logs > Share.
            • iOS - Open the Keypad tab, select iOS Setting icon > Preferences > SIP Log > Share.

          5. To submit a support ticket:

            • Android devices - Select Android Settings icon > Settings > Help. 
            • iOS devices - Open the Keypad tab, select iOS Setting icon > Help > Contact Support.
          6. In the ticket, include the following note:
            • Your name.
            • You have tried the steps in this article.
            • A SIP log is sent.

        Note: If the problem is specific to 3G, state this in the support ticket. Some cellular data providers might not handle SIP well over 3G, and certain issues, like STUN queries, may fail. Providing this information can help the troubleshooting process.