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Troubleshoot Desktop App Issues

Updated: 8/16/2025 4:15 AM

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

Cannot Sign In

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

SoftPhone Failed to Start Error

Confirm these 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.

SettingsActions
Emergency Services Ensure your extension has an emergency services location, if applicable for your region. You can assign it for your own devices in the Desktop App, or your Administrator can apply it in the Admin Portal as follows:

Devices >  Basic Settings > Emergency Services Location
Web / Mobile AccessRequest 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
AudioWindows
  1. Open Control Panel > Hardware and Sound.
  2. Click Sound, then select Speakers or Headphone.
     
    1. Click Properties, then click Advanced tab.
    2. Unmark “Give exclusive mode application priority”.
    3. Click OK.
  3. Click OK to exit.
MacNot applicable.
Desktop App
  1. Open Desktop App, then click Avatar (or Initials) in top left.
  2. Click Settings and then Audio. 
  3. Confirm Microphone and Speakers are set to System Default.
Desktop App Not Connected / Status Not Green

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.
Sound Quality Adjustments
IssueSymptomSolution
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:
 
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.
EchoOne or both parties hear their own voice.Often results from high speaker volume that causes feedback into the microphone. Try to lower the volume of the microphone or headset.
StaticPersistent 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 a poor signal. Ensure your headset is fully charged or test with a wired headset or computer microphone.
Garbled Distorted or muffled audio for one or both parties.
ENOENT Issue (Windows Desktop App Executable)

An Error: spawn cmd ENOENT typically indicates the system cannot find the cmd.exe. This can occur when the Path environment variable is missing essential system directories. To resolve:

  1. Uninstall the VBC Desktop App.
  2. Access system environment variables and modify as follows:

    1. Press Windows + S, search for Environment Variables, then select Edit the system environment variables. The System Properties window is displayed.
    2. Click Environment Variables (at the bottom of the System Properties window).
    3. Go to System Variables, find and select the variable named Path, then click Edit.
    4. Copy and paste the following entries individually (if they do not exist), and click New after you enter each value.

      %SystemRoot%\system32
      %SystemRoot%
      %SystemRoot%\System32\WindowsPowerShell\v1.0\
      %SystemRoot%\System32\Wbem
      %SystemRoot%\System32\OpenSSH\

      NOTE: %SystemRoot% typically refers to C:\Windows; this ensures Windows can find key system programs such as cmd.exe.
    5.  Click OK to save all dialogs.
  3. Go to C:\Users[user]\AppData\Roaming and C:\Users[user]\AppData\Local, then delete all folders with Vonage in their name.
  4. Restart your computer to apply changes. 
  5. Download and install the latest VBC Desktop App from https://www.vonage.com/unified-communications/features/desktop/.
  6. Restest to ensure the issue is resolved.

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