Troubleshooting Allworx Reach on Android (Samsung-Specific Steps Included)

How to Troubleshoot Allworx Reach on Android Devices

Allworx Reach is a powerful app that brings your business phone system to your Android device. If you're experiencing issues like poor call quality, one-way audio, missed calls, or app crashes, follow these simple steps to resolve the most common problems.

1. Make Sure the App is Up to Date

1. Open the Google Play Store.

2. Search for Allworx Reach.

3. If an update is available, tap Update.

Keeping the app current ensures it runs smoothly with the latest server compatibility and bug fixes.

2. Check Your Network Connection

Allworx Reach relies on a strong internet connection.

• Test both Wi-Fi and mobile data to see which works better.

• Avoid public Wi-Fi or networks with firewall restrictions.

• Restart your router or switch to a different network if needed.

3. Clear the App Cache

1. Long-press the Allworx Reach app icon.

2. Tap App Info or App Details.

3. Tap Storage & Cache.

4. Tap Clear Cache.

This removes temporary files that may be causing the app to lag or misbehave.

4. Adjust Battery Settings on Samsung Devices

Samsung phones often restrict background app activity to save battery—this can interfere with Reach.

Steps:

1. Go to Settings > Apps.

2. Find and tap Allworx Reach.

3. Tap Battery.

4. Select Unrestricted.

Also:

1. Go to Settings > Battery and device care > Battery.

2. Tap Background usage limits.

3. Make sure Allworx Reach is not listed under "Sleeping apps" or "Deep sleeping apps."

5. Allow Background Data and Network Access

1. Go to Settings > Apps > Allworx Reach.

2. Tap Mobile data & Wi-Fi.

3. Enable:

   • Allow background data usage

   • Allow app while data saver on

Also ensure Wi-Fi and mobile data are both allowed.

6. Disable Battery Saver Mode (If Enabled)

Battery Saver Mode can block necessary background activity.

Steps:

1. Swipe down to access Quick Settings.

2. If Battery Saver is on, tap to disable it.

Or:

1. Go to Settings > Battery and device care > Battery.

2. Make sure Battery Saver is turned off.

7. Restart Your Device

Sometimes a simple reboot solves app glitches.

• Press and hold the Power button.

• Tap Restart.

• Open Reach again and test functionality.

8. Reinstall the App (if issues persist)

1. Long-press the Allworx Reach icon.

2. Tap Uninstall.

3. Reinstall it from the Allworx Android Download Page.

4. Log in again using your Reach credentials.

9. Check with Your Administrator

If you're still having trouble:

• Confirm that your Reach license is active.

• Ask for your server address, username, and password.

• Request an auto-configuration link if possible—it simplifies setup.

Still Need Help?

If these steps don’t fix the issue, contact your IT administrator or Allworx Partner for advanced support. They may need to check server settings, network configuration, or firewall rules.