Troubleshooting user to login from the mobile app issues

Please follow these steps if you're having trouble to login from your Sangoma Talk mobile application:

1. Are you able to get/receive the login link email?

   1. If yes got to step 2

   2. If no, dot the following:

      1. Check the user mail spam to make user that the login link email did not go into spam

      2. If the login link email is not into user spam folder, Go to the PBX admin ui

      3. From the user manager page, disable Sangoma Talk for the user
         
         
         

         Open

         

      4. After Applying the changes got back to the Sangoma Talk user management tab and Enable Talk for that user
         
         
         

         Open

         

      5. Send a new invitation email to the user email address

      6. If the user is getting the login link email, just click on the received link and you should be in

      7. If the user is still not getting the email, collect the PBX troubleshooting data as explained here and share it with Sangoma Support. Don't forget to include the user email address and the PBX Talk domain and deployment to the information shared with us.

2. If you are receiving the login email link, but still not able to log into the app do the following:

   1. Validate that the email from which you're clicking the login link is not older than 24 hours. Login link have a maximum validity of 24 hours after being generated.

   2. If the email link is older than 24 hours, just request a new link from the mobile app or from the PBX admin UI

   3. If the email link is not older than 24 hours, but you're getting expired user credentials error when you try to login that means that the login link you are trying to use has already been used, so  just request a new link from the mobile app or from the PBX admin UI

   4. If you are getting an error Saying API Peer server not connected for session. Please make sure CloudConnect Agent is running on your remote server, please go to your PBX admin ui and browse the Sangoma Connect module page. Validate that both SangomaTalk and CloudConnect Agent status is running. If its not running, please disable and re-enable SangomaTalk service as explained in step e.
      
      

      
      
      

   5. If one of the statuses is not Running, Disable and Re-enable SangomaTalk from the commercial module page
      
      
      

   6. If the service is still failing to be in a Running state, please collect the PBX troubleshooting data as explained here and share it with Sangoma Support

   7. If all services are running, but you still getting and error when clicking on a valid login link,  please collect the PBX troubleshooting data as explained here and share it with Sangoma Support