Objective
This article provides troubleshooting steps for Acrobits-based mobile applications when SIP traces show push notifications being delivered, but the user's mobile device does not ring or wake up for incoming calls.
Symptoms
-
SIP Trace shows Push "ringing" mobile extension but is not "waking up" or ringing on the user's mobile device
Cause
A recent investigation identified an issue where the VIP Mobile application was not ringing on a Samsung device, despite SIP traces confirming that push notifications were being successfully sent to the mobile extension. The root cause was a battery restriction setting on the device that prevented the application from waking to receive incoming calls.
Procedure
NOTE: This troubleshooting is specific to Samsung, but relevant to other Android Devices
Samsung Ultra
Set Battery to Unrestricted
Samsung's One UI often kills background apps to save battery, disconnecting your SIP registration.
- Go to Settings, then Apps.
- Scroll and tap on your Crexendo Mobile App.
- Tap Battery.
- Change the setting from Optimized to Unrestricted.
Allow Background Data Usage
If data saver is on, it will block background data required for VoIP/SIP push notifications.
- While still in the Apps menu for your SIP app, tap Mobile Data.
- Ensure both Allow background data usage and Allow data while Data saver is on are toggled ON.
Check App Notification Permissions
- Go to Settings > Notifications > App notifications.
- Locate the Crexendo VIP Mobile app and make sure the main toggle is set to ON.
- Tap on the app's name to open the notification categories. Ensure all categories (like "Incoming Calls" or "Messages") are toggled ON and set to Allow sound and vibration.
Remove from Sleeping Apps
Check if your Crexendo VIP Mobile app was accidentally categorized as a sleeping or deep sleeping app.
- Go to Settings, then Battery.
- Tap Background usage limits.
- Tap on Sleeping apps or Deep sleeping apps.
- If the Crexendo VIP mobile app is in either list, touch and hold the app icon, then tap Remove.
Apple iPhone
Here are the most effective steps to troubleshoot and fix the issue, categorized by device and server.
iPhone App & iOS Settings
Enable Background Modes
Ensure that the Crexendo VIP Mobile app is authorized to run in the background.
- Go to your iPhone Settings > General > Background App Refresh
- Make sure it is turned ON globally and for your Crexendo VIP mobile app.
App-Specific Notifications
- Go to Settings > Apps (or scroll down to the app name) > Notifications.
- Ensure Allow Notifications is toggled ON,
- Toggle the Sounds and Lock Screen so you don't miss incoming calls.
Disable Power Saver
If you use Low Power Mode, iOS heavily restricts background network activity and push services.
- Go to Settings > Battery
- Turn off Low Power Mode.
Focus Modes
Ensure that Do Not Disturb and Focus modes are disabled, as they can silence incoming calls and notifications from the app.
SIP App Configurations
Ensure push notifications are enabled within the app, as many SIP clients (such as Acrobits, Groundwire, and Bria) require manual activation before notifications can be received.
- Open your app
- Go to Settings or Accounts
- Select your SIP account > Incoming Calls/Advanced
- Toggle Push Notifications (or Voice over IP) to ON.
Escalation Information
Escalation Information: SD1
If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com
Change Log
| Date | Description |
|---|---|
| Jun 5, 2026 | Article created. |