Frequently Asked Questions

What is the minimum supported OS version for iOS?

The minimum supported OS version for iOS is 11.4.1

What is the minimum supported OS version for Android?

The minimum supported OS version is Android 5.1 Lollipop. We have deprecated support for Android 4.4 and Android 5.0. Devices running these versions will stop receiving CoreNexa App updates.

How do I know if I have the latest version of the CoreNexa Mobile App for Android?

Open Play Store App and navigate menu to "My apps & games"

Tap "Installed" tab and scan for CoreNexa. If the button next to CoreNexa says "Open", you have the latest available version. If the button says "Update" there is a higher version available in the App store.

How do I know if I have the latest version of the CoreNexa Mobile App for iOS?

Open App Store and select the "Updates" tab at the bottom right of screen. If CoreNexa is in the list, there is an update available in the App Store.

I am having problems signing in, or I am being automatically logged out.

It is recommended to have your system clock settings configured for "Automatic Date & Time". The server does not allow access when timestamps have expired.

I cannot complete calls over my home wifi network.

Some providers do not allow third party call data to reach its intended destination. If this is a persistent issue, please check with your Internet Service Provider.

Incoming calls fail to connect, ring for only a brief time, or do not ring at all.

It is recommended to have your system clock settings configured for "Automatic Date & Time". The server does not allow access when timestamps have expired.

Why is my Mobile App not SIP registering, or not staying registered?

The CoreNexa Mobile App registers in order to make calls or receive calls. The app will then unregister to save battery life. If you are having issues with calls please make sure you have the latest version of the app installed.

My Mobile App does not work if I sign in as the same user on 2 different mobile devices.

Our infrastructure does not allow multiple registrations for the same user. To resolve this issue, please log out of one of the mobile devices.

My audio is lost when the proximity sensor shuts screen off during a call on my Android device.

Under the Settings menu item, there is an option to “Keep Display Active During Calls”. By enabling this, the screen will not shut down during the call.

I have a WiFi only device and I'm not receiving calls.

Android 6.0 and higher devices include battery optimization features, which shut off the phone's WiFi when the phone goes into sleep mode or enables the Lock screen by pressing the Power button. The CoreNexa app can be optimized to limit battery usage by, among other things, preventing apps from using the WiFi connection.

To turn Battery Optimization off, please follow these steps:

  1. Tap the Settings icon
  2. Tap Device Maintenance
  3. Tap the Battery icon
  4. Tap the Battery Usage icon
  5. Tap the More icon (<insert icon here>) and select Optimize Battery Usage from the menu
  6. Tap the down arrow and select All Apps
  7. Scroll down the list to locate CoreNexa app and swipe the switch to the left (off)

My Desk Phone and Mobile App aren't ringing simultaneously.

This is expected behavior, as the Mobile App will typically need to "wake up" and get registered.  It is expected that the Mobile App will take approximately 2 second longer to start ringing than a Desk Phone.