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Troubleshooting Audio/Notification issues (Mobile)

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Troubleshooting Audio/Notification issues (Mobile)

Webex – Troubleshooting Audio/Notification issues (Mobile)

Occasionally you may experience issues with Webex on mobile where the app isn’t ringing for you, or people can’t hear you when you’re speaking on a call. These issues are normally down to permissions within your mobile phone’s operating system, which are different on Android and iOS/Apple – we’ll work through both below.


Audio Issues on iPhone

If you’re experiencing issues with Webex on iOS where people can’t hear you on calls, it’s likely because as part of installing/setting up the Webex app, it wasn’t granted permission to access your microphone. Follow the steps below to resolve the issue:

  1. Firstly navigate to your ‘Settings’ menu, and tap on ‘Privacy’, then ‘Microphone’.
  2. Find and tap on ‘Webex’ in the list to enable microphone access if currently disabled.

Audio Issues on Android

If you’re experiencing issues with Webex on Android where people can’t hear you on calls, it’s likely because as part of installing/setting up the Webex app, it wasn’t granted permission to access your microphone. Follow the steps below to resolve the issue;

  1. Firstly navigate to your phone’s ‘Settings’ menu, and find the ‘Applications’ section. If you don’t see a list of all your apps, or Webex isn’t displayed look for an “all apps” or similar and tap there.
  2. Find and tap on Webex in the list, and then tap on ‘Permissions’. Here you can see each permissions the app can request access to.
  3. The important permissions here for normal use of the Webex app are: Microphone (so people can hear you on calls), Notifications (so the app can let you know when you get a call), and Camera (so you can send photos if messaging using Webex, or make video calls).

Incoming Call/Message Notification Issues on iPhone

If you’re not getting notifications when calls or messages come in on Webex on iOS, this is usually due to the notifications settings either on your phone, or within the Webex app. The below should help you solve this issue.

  1. Firstly navigate to your phone’s ‘Settings’ menu, and find the ‘Notifications’ section. Within here, select Webex under ‘Notification Style’.
  2. Under ‘Alerts’ make sure that ‘Allow Notifications’ is turned on.
  3. Now we can check the Webex settings themselves to make sure we’ve got notifications enabled there. Launch the Webex app, tap your profile picture/initials and press ‘Settings’.
  4. Within ‘Settings’ click on ‘Notifications’ and then ‘Sounds and Vibrations’. For calls make sure that ‘Silence rings’ isn’t enabled and if desired, enable ‘Vibrate’ for incoming calls as well.

Incoming Call/Message Notification Issues on Android

If you’re not getting notifications when calls or messages come in on Webex on Android, this is usually due to the notifications settings either on your phone, or within the Webex app. The below should help you solve this issue.

  1. Firstly navigate to your phone’s ‘Settings’ menu, and find the ‘Notifications’ section. Within here, there should be a section that lets you see notification settings for individual apps – this is different depending on your device manufacture, ie; Google, Samsung, Sony, etc.
  2. Find the Webex app in this section of ‘Settings’ and make sure that notifications are enabled. If the option is there to manage alerts individually for each kind of notification Webex may send, then check that they are enabled for everything you need.
  3. Now we can check the Webex settings themselves to make sure we’ve got notifications enabled there. Launch the Webex app, tap your profile picture/initials and press ‘Settings’.
  4. Within ‘Settings’ click on ‘Notifications’ and then ‘Sounds and Vibrations’. For calls make sure that “silence rings” isn’t enabled and if desired, enable ‘Vibrate’ for incoming calls as well.

If you’re still having issues with audio or notification issues after the above steps, please contact the Bluecube Support team by raising a ticket through our website, emailing support@bluecubecloud.com, or contacting us on 01522 717750.

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