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Troubleshoot Desktop App Issues

Updated: 9/5/2025 1:40 PM

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
Audio

Windows and MacOS
  1. Ensure a Headset Compatibility with a built-in microphone is properly connected, or confirm the built-in microphone and speakers on your computer are enabled and working.
  2. Test the microphone and speakers using another application (such as Voice Recorder on Windows or QuickTime on Mac) to confirm they function correctly.
  3. If using a USB headset that is not detected, plug it directly into a USB port on the computer. While USB hubs often work, a direct connection is recommended to avoid potential power or connectivity issues.
Windows Only
  1. Open Control Panel > Hardware and Sound.
  2. Click Sound, then select Speakers or Headphones.
  3. Click Properties, then click the Advanced tab.
  4. Unmark “Allow applications to take exclusive control of this device”.
  5. Click Apply, then click OK to save and exit.
Desktop App
  1. Open Desktop App, then click Avatar (or Initials) in the top left.
  2. Click Settings and then Audio. 
  3. Confirm Microphone and Speakers are set to System Default, or manually select preferred devices.
  4. Ensure you are using the Desktop App (not the web version), as calling features only work in the downloadable Desktop App.
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 Issues
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:
 

For One-Way/No Way Audio, see Audio Adjustments for more steps on how to fix the issue.

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.
Audio Adjustments
IssueSymptomSolution
Wrong Audio ActiveAudio plays from the incorrect output, or is recorded from the incorrect input.
  1. Apply/confirm settings for your OS type and the Desktop App:

    Windows
    1. Open Control Panel > Hardware and Sound.
    2. Click Sound, then select Speakers or Headphones.
    3. Click Properties, then click the Advanced tab.
    4. Unmark Give exclusive mode application.
    5. Click OK.
    6. Click OK to exit.
    MacOS
    1. Open System Settings > Sound.
    2. Confirm the applicable Output and Input devices are selected.
    3. Adjust Levels as needed.
    4. Go to System Settings > Privacy & Security > Microphone.
    5. Confirm that the Vonage Desktop and/or the web browser you use have permission to use the microphone for Desktop App (or Vonage Meetings).  
    Desktop App
    1. Open Desktop App, then click Avatar (or initials) in the top-left corner.
    2. Click Settings and then Audio.
    3. Confirm Microphone and Speakers are set to System Default.
  2. Close and relaunch the Desktop App (or Vonage Meetings). If the issue persists, restart your computer 
Microphone Cannot UnmuteUnable to end mute on Windows.
  1. Go to Sound Settings and click the Sound Control Panel; the New Sound Window opens.
  2. Go to the Recording tab.
  3. Click the Microphone and then select Properties; the New Microphone Properties window opens.
  4. Go to the Levels tab and click the Sound icon to unmute; this unmutes the Desktop App (or Vonage Meetings) instantly.
One-Way /
No-Way Audio		One or both parties cannot hear each other. 

Follow instructions for your OS:

Windows
  1. Click the Speaker icon in the system tray (bottom right).
  2. Click Open Sound Settings.
  3. Verify the correct output device is selected in the Sound section.
  4. Verify the correct input device is selected in the Input section.
  5. Click the Sound Control Panel link in the same window.
  6. Click your speaker or headset in the Playback tab and then click the Properties button.
  7. Click the Advanced tab and then select the highest quality available (bit depth and sample rate) in the Default Format menu.
  8. Complete five successful calls to verify the issue has been resolved. If the issue persists, Contact Us.
MacOS
  1. Click the Apple icon and then click System Preferences.
  2. Click Sound and then click the Output tab.
  3. Verify that the correct speaker or headset is set as the default option.
  4. Click the Input tab and verify that the correct microphone or headset is set as the default option.
  5. Complete five successful calls to verify the issue has been resolved. If the issue persists, Contact Us.
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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