With a recent update we made to the provisioning for the SpectrumVoIP Stratus mobile app, some customers have experienced difficulty with their mobile app registering for service successfully and/or intermittently, as well as some inconsistent SMS functionality. Follow this guide to learn how you can generate and send a SIP log to our support team to aid in the troubleshooting process.

Prepare to Troubleshoot

Before generating and sending a SIP log to our technical support team, it is recommended to check that the mobile app is enabled for your Stratus account and reset the mobile app. Our Technical Support team may also have you reset your Stratus password.

Confirm the Mobile App is Enabled

Before proceeding with the following instructions, please make sure that you have contacted Technical Support to confirm your account has the mobile app enabled and provisioned. 

Reset the Mobile App

If the user is already logged into the app, we will then ask the user(s) to ‘Reset Application’ prior to Technical Support resetting your user password.  

1. Tap the Settings icon.
   
2. In the ACTIVATION section, tap Reset Application.
   
3. In the confirmation menu that appears, select Reset. 
   

Reset Your Password

Our technical support team may request that you reset your password if you are having issues logging into the mobile app. To do this, our support team will help trigger a password reset and send your email a password recovery email. 

After setting a new password, you will be advised to log into the app again. Once you log back into the app, you will need to check your app's registration status:

• If the app has registered successfully, the outline around your name will be a solid line:
  
• If the app is not registered, the outline around your name will be a dashed line. To ensure the app if able to re-register, further troubleshooting will need to be completed.
  

Generate and Share a SIP Log

If the troubleshooting performed above has not resolved your issues with the app, then our technical support team may request that you generate and share a SIP log. 

To allow the mobile app to collect diagnostic SIP data from your app, SIP traffic logging will need to be enabled. To configure your app to start logging SIP data and events…

1. Tap the Settings icon to open the Settings menu.
   
2. Tap Preferences.
   
3. Find and tap the toggle to enable Log SIP Traffic
   .

Once your app is set to Log SIP Traffic, you can now recreate the issue you are experiencing and have the app record what is happening when that function is used.

To generate and then share a SIP log with our team…

1. Return to the Settings menu.
   
2. Recreate the issue by attempting to use the function/feature of the app that is experiencing issues. (e.g. sending/receiving SMS).
   

   NOTE: The user must try using the feature experiencing the issue so that the SIP Log can record events and errors related to the use of the function. 

    
3. Once you have recreated the issue, tap SIP Log in the TROUBLESHOOTING section of the Settings menu..
   
4. Tap the Share button.
   
5. Select Other.
   

   WARNING: Do NOT select Send to Acrobits. 

    
   
6. In your device's Share menu, select your preferred email app.
   
7. In the To: field of the email, type support@spectrumvoip.com.  
   

   WARNING: Please do NOT remove, alter, or add to the ‘Subject’ field of the email.  Our ticket system will automatically route your email to the appropriate system engineers using the auto-filled subject line.

    
   
8. In the body of the email, include the following information:
   • Your main business number associated with your account. 
   • The extension number you are sending from.
   • A brief description of the issue you are experiencing.
     
9. Press the Send button.
   
   

   ✔ The email will automatically create a ticket with the system engineers. If more information is needed, our support team will create a response in the created ticket.