NextivaONE - Troubleshooting Tips
Basic Troubleshooting
Below are several basic troubleshooting steps that can be taken for any issue.
Make sure you are using the most up-to-date version of the application. If you are using a browser-based application, try clearing the cache and relaunching the app.
| Desktop Version | Web Version |
|---|---|
|
If the app does NOT show a check for updates link, the application was pushed to your computer from your IT team, work with them to ensure you are running the latest version. |
If you are using the web version of Nextiva, try clearing the cache and cookies in the web browser. Click the browser you’re using for instructions on how to do this: |
Ensure the audio and video settings are set up correctly in the Nextiva desktop app.
| If you have problems using the Nextiva desktop app, such as one-way audio/video, please ensure the microphone, speakers, and video settings are set up correctly. For steps to adjust the default settings, click here. Click Audio/video settings from the preview screen before initiating a video call. Here, you can choose the microphone, speakers, and camera to use – including the ability to test the speaker and microphone. You can also access the audio settings while on an active call by selecting the ellipses in the call control panel and selecting Audio Settings. |
Check to ensure the Nextiva desktop app has permission to access the device’s camera and microphone.
Check out the support articles below on controlling access to the camera and microphone on both Mac and Windows.
| Camera | Microphone | |
|---|---|---|
Starred teammates are not displaying under the Favorites tab on the left.
The teammate will only appear under Favorites if there was a prior Team Chat initiated with the teammate. If no internal chat has happened with this teammate, the teammate will not appear on the favorites list.
The "Clear All" button in the top right corner of the All Communications, Calls, and Voicemail tabs doesn't work.
This button only clears out the applied filters. It does not clear the actual calls/messages. New features and functionality can be requested. See How to Submit Feedback or Request New Features for instructions.
When switching the Presence status to Busy the app doesn't audibly ring.
By design, when the app is busy, the app will NOT audibly ring, though the call pop will still be present. If you do not wish to receive calls, use the Do Not Disturb status. If you wish for calls to still ring, mark yourself as Available.
Call Pop Disappearing
If the call pop window is disappearing while the call is still ringing, adjust the call pop window settings and retest.
- Click your avatar in the upper right-hand corner of the app
- Click My Settings.
- On the left-hand side, click Desktop configurations.
- Change the Call pop screen position settings.
- Toggle Always on top on, if not already on.
- Close the settings window and retest.
- Re-open settings and turn Always on top off again.
- Close the settings window and retest.
- If you are still having issues, please contact support.
Presence Changes to Away or Offline.
NextivaONE will automatically change your presence to Away after 10 minutes of inactivity. After an additional 10 minutes of inactivity, this will again automatically change to Offline.
MacOS Using iPhone Camera/Microphone.
NextivaONE users on MacOS who also have an iPhone may have their phone become their default camera or microphone for the application. This is supported by an Apple app called Continuity.
Customers who have this enabled will either have to select a different camera every time they join a meeting or will have to disable the Continuity Camera in Handoff within their iPhone settings.