If you’re experiencing any issues with the Nextiva Mobile App, such as inbound or outbound calls failing or you’re receiving error messages, It’s easy to retrieve the necessary logs to help us troubleshoot. The logs contain valuable information to help Nextiva isolate the issue.
For tips on how to improve the call quality while using the Nextiva Mobile App, click here.
Retrieving logs from Nextiva Mobile App
Tap your initials on the top left and select Preferences > Email Logs to Support. Send the logs to [email protected], and include the account number and user details, such as the username and phone number, and any relevant information, such as what you were doing when the error or issue occurred.
NOTE: Logging must be enabled; if disabled, click the Enable logging toggle to enable.
Call failures
If the issue is regarding inbound or outbound call failures from specific numbers, such as dropped calls or inability to call specific numbers, Nextiva requires at least two call examples in addition to the logs. Make sure to include the following details in the email to [email protected].
- Account Number:
- First and last name:
- Security PIN:
- Called from:
- Called to:
- Date:
- Time/time zone:
- Error/issue in detail:
- Called from: