Troubleshoot Desktop App Issues

Updated: 4/19/2024 1:46 AM

Describes how to isolate and resolve common issues with the Vonage Desktop App

See Set Password and Username to confirm your credentials are correct and/or to apply a password reset.

Confirm the following settings, then close and relaunch the Desktop App. If the issue persists, restart your computer.

NOTE: A compatible headset is required for use with your services.

Settings	Actions
Emergency Services	Ensure your extension has an emergency services location, if applicable for your region. You can assign for your own devices in the Desktop App or your Administrator can apply in the Admin Portal as follows: Devices > Basic Settings > Emergency Services Location
Web / Mobile Access	Request your Administrator confirm web / mobile access is enabled in the Admin Portal. In some instances, toggling this option on/off resolves the issue. Users > Settings and Permissions > Allow web and mobile access
Audio	Windows	Open Control Panel > Hardware and Sound. Click Sound, then select Speakers or Headphone. Click Properties, then click Advanced tab. Unmark “Give exclusive mode application priority”. Click OK. Click OK to exit.
	Mac	Not applicable.
	Desktop App	Open Desktop App, then click Avatar (or Initials) in top left. Click Settings and then Audio. Confirm Microphone and Speakers are set to System Default.

Eliminate an issue with the following, then close and relaunch the Desktop App. If the issue persists, restart your computer.

Verify your local network is not experiencing issues.
Review Network Equipment Compatibility to ensure proper settings.
Disable VPN temporarily If connected. If you connect, confirm VPN settings with your IT Administrator.

Issue	Symptom	Solution
Choppy	Audio breaks up sporadically.	Typically related to the internet connection, which causes low speed or filtering from a router, modem, or firewall; the issue can appear suddenly. For more details, see: Network Equipment Compatibility to confirm settings. Network Quality Tool to check your connection.
One-Way Audio / No Way Audio	One or both parties cannot hear each other.
Delayed	Delay when one party speaks and the other party hears audio.
Echo	One or both parties hear their own voice.	Often results from high speaker volume that causes feedback into the microphone. Try to lower the volume for the microphone or headset.
Static	Persistent hissing, buzzing, humming, and even crackles or pops.	Usually results from interference from other electronic devices. If you are using a wireless headset, move to another location to see if the audio improves. Your headset may also have a low battery or poor signal. Ensure your headset is fully charged or test with a wired headset or computer microphone.
Garbled	Distorted or muffled audios for one or both parties.

Vonage Business Communications Support