Uh Oh! Please check your network connection and try again

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Re: Android App is not working properly

Postby Liptonbrisk » 10/04/2022

AlexO wrote:If your provider blocks the SIP protocol, there is nothing Fongo can do about it.
Using a VPN (or equivalent) seems to be the only workaround.


Refer to point #4 from https://support.fongo.com/hc/en-us/arti ... ion-Failed.


Regardless, the particular thread you originally responded in is unrelated to problematico's suspended account issue.
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 10/04/2022

problematico wrote:How many weeks does it take for fongo support to respond to tickets?


Only someone who responds to tickets would know.
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Re: Uh Oh! Please check your network connection and try agai

Postby problematico » 02/12/2023

problematico wrote:IT's 2022 and I am not able to login anymore due to a "Uh Oh! Please check your network connection and try again"

I haven't changed anything in my phone, and am now facing this issue. RealMe ColorOS 6

1) Tried to clear cache
2) Clear all Data
3) Uninstall, reinstall official
4) Reinstall Downloaded "APK Pure" older APK version
5) Wifi on / Wifi Off / Data On / Data Off
6) VPN On / VPN Off
7) Wrong password (on purpose, recognizes that it's wrong...) / Right password [[[[Uh Oh, Please check your network connectio nand try again]]]]]]
8) Restart phone multiple times
CANT LOGIN! SOS! HELP!


The problem is back, I can't believe it
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 02/13/2023

If your account is suspended, you'll need to submit a ticket: https://support.fongo.com/hc/en-us/requests/new.

There's nothing we can do on the forums to resolve this.

You can check your ticket status by logging in at https://support.fongo.com/hc/en-us/requests.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Uh Oh! Please check your network connection and try agai

Postby Oggo » 02/16/2023

The same for me. Not sure how it happened. Initially suspected the app update. Tried all the troubleshooting steps as yours, the same result. :(

problematico wrote:
problematico wrote:IT's 2022 and I am not able to login anymore due to a "Uh Oh! Please check your network connection and try again"

I haven't changed anything in my phone, and am now facing this issue. RealMe ColorOS 6

1) Tried to clear cache
2) Clear all Data
3) Uninstall, reinstall official
4) Reinstall Downloaded "APK Pure" older APK version
5) Wifi on / Wifi Off / Data On / Data Off
6) VPN On / VPN Off
7) Wrong password (on purpose, recognizes that it's wrong...) / Right password [[[[Uh Oh, Please check your network connectio nand try again]]]]]]
8) Restart phone multiple times
CANT LOGIN! SOS! HELP!


The problem is back, I can't believe it
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 02/16/2023

If your account is suspended, you'll need to submit a ticket: https://support.fongo.com/hc/en-us/requests/new.

There's nothing we can do on the forums to resolve this.

You can check your ticket status by logging in at https://support.fongo.com/hc/en-us/requests.

https://status.fongo.com/

"Support System
Status of support.fongo.com (replying to support requests)
Degraded Performance"

Ticket responses can take a week for a response, and support staff does not respond to tickets on weekends or holidays.


From https://support.fongo.com/hc/en-us/arti ... ngo-Mobile
“App Downloaded From Wrong App Marketplace

If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.

Please ensure that you get Fongo apps from the correct marketplace:

Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices”
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Uh Oh! Please check your network connection and try agai

Postby Oggo » 02/18/2023

Liptonbrisk wrote:
If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.

Please ensure that you get Fongo apps from the correct marketplace:

Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices”


Yes, that was my issue. Installed the app using Aurora Store, which basically uses the same source - Google Play, but then the app is marked installed by Aurora (you can see this in Settings | Apps) and the app can also see that with refusing the connection. The error message can be more specific/correct, though. :)

P.S. sideloading app has no tagging and will cause the same effect.
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Re: Uh Oh! Please check your network connection and try agai

Postby mk25317 » 03/10/2023

Thank you everyone for the information in this thread. I just signed up for an forum account so I can post so I can share my experience for what it's worth.

Anyways, I've had the exact same problem. Try to login, can't, no network access reason is given by the app, tried to log in on other devices and other networks, same no network access reason given.

Contacted support, they got back to me a few days later with a canned response from their support page (i.e. official app stores) and reinstated my account. A few weeks later, the app automatically updated and my account was once again suspended. I was downloading the app from the Aurora Store which is a front end for the Google Play Store. Since Aurora downloads the apps from the Google Play Store (again, it's a front end and uses a generic google account to log in) I thought it would be fine. I've used Fongo and Aurora Store for years with no problems, until a few months ago. I don't remember ever seeing the warning in the Fongo support pages regarding approved app stores, so I'm not sure if this a new addition on their part.

Why use Aurora Store you ask? For privacy purposes because I don't particularly care for big tech companies tracking and collecting information on my every interaction on my phone. I have a custom Android operating system on my phone called GrapheneOS which removes all Google services.

Anyways, I've submitted a second ticket. I have credit on my account which really concerns me. If they don't want to reinstate my account then I'm hoping they will refund the outstanding balance on my account. If not I'm going to have to escalate it to the CCTS.

I have Fongo Home phone and am concerned they pull that too out of the blue for no reason. I'm seriously considering going to a new VOIP service.
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 03/10/2023

mk25317 wrote:
Why use Aurora Store you ask?


Hello,

I contacted someone at Fongo about this because I was curious. Here is the response:

"Hi Liptonbrisk,

It's not something we wanted to do, but Aurora made it possible to bypass Google’s geographic restrictions. A large majority of ’side loaded’ or installs from non-sanctioned marketplaces were involved in organized financial crime originating from Northern Africa.

It's just one mitigation method for this; it was the biggest pattern. It's not hard to install the app from Google Play or, if reluctant, the Amazon App store or Samsung Galaxy store.

Accounts will only be blocked if they are signing in from outside of North America with one of these stores. We do also disallow new logins with the specific fingerprints; existing logins are grandfathered in.

Of our Android base we currently see
93% installed from Google Play
4.5% from Samsung
1.0% from Amazon
0.4% from Huawei App Gallery

0.065% from Aurora Store

So it's less than 0.1% of users who are affected by this specific reason.

Our Terms of Service have always discussed software downloaded from unlicensed sources. We just started cracking down on the rule."



Again, I don't work for Fongo, and I don't make the rules. However, they do have the right to protect their services (from potential abuse) as they see fit.

Anyway, posting here isn't going to resolve anything. I don't even know whether Fongo staff reads these forums.
You will need to submit a ticket concerning your issue with respect to credits: https://support.fongo.com/hc/en-us/requests/new.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Uh Oh! Please check your network connection and try agai

Postby Oggo » 03/10/2023

Liptonbrisk wrote:It's not something we wanted to do, but Aurora made it possible to bypass Google’s geographic restrictions.

So, what stops the bad guys to cheat by installing the app from Google Play Store using VPN?
For me, this mitigation doesn't sound serious. This is like a lot of apps when they put/use needed or unneeded Google's SafetyNet attestation restrictions.
Not sure why developers can't accept the fact there are customers which don't have (or don't want to have) Google Play Services or similar on their devices. Aaah, yes, because of these 0.065% according to their statistics...
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 03/10/2023

It must have been happening. Otherwise I sincerely doubt the block would have been implemented.

I do know that a number of service providers deal with law enforcement requests, and Fongo isn't alone in receiving them. If I were having to deal with that stuff, I'm unsure that my decision would be different.

I see both sides. Anyway, it's out of my hands. If someone is displeased and wishes to offer constructive suggestions, sending a ticket is an option.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Uh Oh! Please check your network connection and try agai

Postby mk25317 » 03/11/2023

Liptonbrisk wrote:
mk25317 wrote:
Why use Aurora Store you ask?


Hello,

I contacted someone at Fongo about this because I was curious. Here is the response:

"Hi Liptonbrisk,

It's not something we wanted to do, but Aurora made it possible to bypass Google’s geographic restrictions. A large majority of ’side loaded’ or installs from non-sanctioned marketplaces were involved in organized financial crime originating from Northern Africa.

It's just one mitigation method for this; it was the biggest pattern. It's not hard to install the app from Google Play or, if reluctant, the Amazon App store or Samsung Galaxy store.

Accounts will only be blocked if they are signing in from outside of North America with one of these stores. We do also disallow new logins with the specific fingerprints; existing logins are grandfathered in.

Of our Android base we currently see
93% installed from Google Play
4.5% from Samsung
1.0% from Amazon
0.4% from Huawei App Gallery

0.065% from Aurora Store

So it's less than 0.1% of users who are affected by this specific reason.

Our Terms of Service have always discussed software downloaded from unlicensed sources. We just started cracking down on the rule."



Again, I don't work for Fongo, and I don't make the rules. However, they do have the right to protect their services (from potential abuse) as they see fit.

Anyway, posting here isn't going to resolve anything. I don't even know whether Fongo staff reads these forums.
You will need to submit a ticket concerning your issue with respect to credits: https://support.fongo.com/hc/en-us/requests/new.


Thank you Liptonbrisk inquiring directly with Fongo, and posting the answer here. I guess that makes sense now that I've been using Aurora Store for years with no problem and now the sudden crackdown.

Like others have said, it seems all a scammer would need to do is use a VPN to download and use the app, but I guess Fongo will have to figure that one out themselves.
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 03/11/2023

I speculate there are other (legal and financial) considerations (especially if legal advice was given) that we may not be privy to (which is fair). Enjoy your weekend.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Uh Oh! Please check your network connection and try agai

Postby mk25317 » 03/14/2023

Just a quick update. After trying to respectfully communicate with Fongo and after getting identical canned responses, I have given up and filed a complaint with the CCTS.

It's a free service and otherwise I would have just cut my losses, but I have a money credit on the account that Fongo now has and I can't access or get a refund for.
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Re: Uh Oh! Please check your network connection and try agai

Postby Jake » 03/15/2023

I would be interested to know what you said in your email to the CCTS, and what they reply with.
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Re: Uh Oh! Please check your network connection and try agai

Postby mk25317 » 03/20/2023

Jake wrote:I would be interested to know what you said in your email to the CCTS, and what they reply with.


My email to the CCTS was an abbreviated / cleaned up version of what I wrote in this thread a few posts. I stressed that Fongo still has funds in my account that I cannot access or get a refund for.

CCTS responded this morning with a canned but positive response as copied and pasted below. I removed identifying information.

I get that Fongo has a TOS, that users have to abide by. I explained to their staff I realize what the issue was and that I would not use Aurora Store to download the app any longer, but their responses were identical, canned and didn't fully relate to my statements and questions. Fair enough if they suspended my account, but to take the money in the account on top and me having no recourse was what led me to complain to the CCTS.

--------------------------------------------------------------------------------------

Dear XXXXXX,

Thank you for contacting the Commission for Complaints for Telecom-television Services (CCTS). The CCTS is an independent agency with a mandate to receive, facilitate the resolution of, and, if necessary, resolve eligible customer complaints relating to certain retail telecommunications and retail residential subscription television services.

We have received your complaint XXXXX and hereby advise you that your complaint falls within the scope of our mandate and will be processed in accordance with our Procedural Code, which can be found at:

https://www.ccts-cprst.ca/codes-stats-a ... ural-code/

We encourage you to review the Code so that you are aware of the complaint resolution process as well as your rights and responsibilities as a customer.

In accordance with Section 6.5 of the Code, we have forwarded your complaint to your participating service provider (PSP). Pursuant to Section 6.6 of the Code, your PSP is to:

a) within 15 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the PSP objects to the complaint on the basis that in their view, it should not be investigated pursuant to the Procedural Code or any other lawful reason;

b) within 30 days of receipt of the complaint, advise the CCTS in writing, with a copy to you, that the complaint has been resolved to the mutual satisfaction of both you and the PSP; or

c) within 30 days of receipt of the complaint, advise the CCTS in writing, with a copy to you, that the complaint remains unresolved and of the PSP's intention to file a written response thereto.

In the event that your PSP responds that the complaint has been resolved to the mutual satisfaction of both you and the PSP and you disagree that the matter has been resolved, you must advise CCTS within 20 days of your PSP's response.

If you have any questions or concerns regarding your complaint, or anything contained in this correspondence, please do not hesitate to contact us.

CCTS
P.O. Box 56067 Minto Place RO
Ottawa, ON
K1R 7Z1
1-888-221-1687
Please ensure to retain this correspondence for future reference.

Sincerely,

CCTS Assessment Team
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Re: Uh Oh! Please check your network connection and try agai

Postby Jake » 03/20/2023

@mk25317, thank you. Very interesting.

I have never sent a complaint to the CCTS so I was wondering how they would handle things. It seems that they take these things very seriously.

It would be great if you could keep us updated, but I understand if this is not something you want to do.
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Re: Uh Oh! Please check your network connection and try agai

Postby mwg » 03/30/2023

My iteration of this problem went as follows:

Fongo World app updated yesterday. Today app pops up with the "Uh, oh!" message. Verified I wasn't fumble-fingering my password. Logged into this forum for ideas.Wiped app data. (I hate this as I have to feed all the settings in again and call and message history is gone.) Launched app, logged in, went through and changed some settings (Alternate connection is required or my calls last for 3 minutes before failing.) Calling the echo test worked and I could hear myself looped back.

Not critical, but definitely irritating.
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Re: Uh Oh! Please check your network connection and try agai

Postby Liptonbrisk » 03/30/2023

Typically, having to enable "Alternate Fongo Connection" means a port that Fongo Mobile uses is being filtered; SIP ALG is enabled (somewhere on the network) in the gateway, hub, modem/router combo, or router being used; or there's a NAT corruption (timeout issue) that's developed.

https://support.fongo.com/hc/en-us/arti ... t-firewall

However, I've never used the World version of the Fongo Mobile app. If you feel you've discovered a bug, you can report it here: https://support.fongo.com/hc/en-us/requests/new.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Uh Oh! Please check your network connection and try agai

Postby mk25317 » 04/05/2023

Jake wrote:@mk25317, thank you. Very interesting.

I have never sent a complaint to the CCTS so I was wondering how they would handle things. It seems that they take these things very seriously.

It would be great if you could keep us updated, but I understand if this is not something you want to do.


Just wanted to update the forum on my situation. Long story short I got access to my account back. Also, if I'm ever on here again saying my account has been suspended because I used Aurora Store, then tell me to pound sand. :D

After the CCTS got involved, Fongo emailed me a few days later as a requirement of the dispute process. The email seemed canned so I responded to it essentially saying what I've said in this thread. A few days after that I got another message from Fongo. This one didn't seem canned and it stated my account was reinstated. A few days later CCTS send out an email stating the case was resolved. I'm happy now and will be sure to use the Google Play Store to install the Fongo app.

I was also using a VPN on my phone with the location set to Dallas (there were no Canadian locations) so I shut off the VPN portal for the Fongo app in case that was causing flags with the service (I'm not using Fongo World).

Thanks to everyone who helped and listened to my ranting.
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Re: Uh Oh! Please check your network connection and try agai

Postby Jake » 04/07/2023

@mk25317, that's great to hear! Also it is good to hear that the CCTS does seem to do something, even if it is only to open a channel of communication of sorts.

I don't think the VPN should cause an issue. One of the benefits of Fongo is that you can use it as a local (Canadian) phone when you are abroad. - https://support.fongo.com/hc/en-us/arti ... travelling

This is a community led forum, so listening to rants and helping where we can is part of the parcel. As Community Mods we obviously have a responsibility to keep Fongo's best interest in mind, but helping out other members is the main goal.

Glad you got your account back, and thank you for keeping us updated.
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Re: Uh Oh! Please check your network connection and try agai

Postby mwg » 04/07/2023

Liptonbrisk wrote:Typically, having to enable "Alternate Fongo Connection" means a port that Fongo Mobile uses is being filtered; SIP ALG is enabled (somewhere on the network) in the gateway, hub, modem/router combo, or router being used; or there's a NAT corruption (timeout issue) that's developed.

https://support.fongo.com/hc/en-us/arti ... t-firewall

However, I've never used the World version of the Fongo Mobile app. If you feel you've discovered a bug, you can report it here: https://support.fongo.com/hc/en-us/requests/new.


I first noticed this problem some years ago. Setting "Alternate connection" was Fongo supports' answer for my problem. One more thing to remember when I need to install or clear up the app, but it works.
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