[Resolved] Fongo app closing after a few seconds

[robertooo]

Android tablet.
The Fongo application was working until a few days ago. Android or firmware have not been updated.
When booting the tablet the Fongo icon appears in the notifications area with the "Authenticating..." text, then the Fongo icon and "Authenticating..." text disappears after a few seconds. When trying to open the application manually the Fongo mobile logo shows for a few seconds then the application closes itself. It's not possible to access the settings or anything in the application, only the logo is showing for a few seconds then it just closes the application without showing an error message. If the Fongo icon and text shows in the notification area it never goes beyond "Authenticating..." then disappears after a few seconds. I've tried removing all permissions to Fongo then re-enabling them, and also cleared the cache but it didn't change anything. There is no Fongo update available in Google Play.

[Liptonbrisk]

I don't have an Android device currently to test on. A couple of Fongo Mobile accounts are working fine on iPhones I just checked.

Are you getting an account suspension message after logging in at https://account.fongo.com/login/?

https://status.fongo.com/
I do see that "Account Services" has "Degraded Performance". I don't know whether that's affecting you, but I suspect that's unrelated to your issue.

If uninstalling Fongo Mobile and reinstalling does not help, I suggest submitting a ticket: https://support.fongo.com/hc/requests/new
Make sure to tell them what Fongo Mobile app version you're using, the brand and model of the device you're using, and its firmware version.
Android OS 7.0+ (Nougat) is the minimum requirement.

You can check your ticket status by logging in at https://support.fongo.com/hc/requests. That's an account for tickets (zendesk) only and is completely separate from your Fongo Mobile account. If you don't have a zendesk account, click "Sign Up" after visiting the link. Use the same email address that you use to submit tickets, but do not use the same password as the one used for your Fongo Mobile account.

Support staff does not respond to tickets on weekends or holidays. Support hours are 9 a.m. until 4 p.m. EST.

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.

[Liptonbrisk]

I've tried removing all permissions to Fongo then re-enabling them

Okay, that's this: https://streamable.com/rravpg.


You can also try updating Android System WebView and Google Chrome to see if that makes any difference.
Open the Google Play Store app on your tablet. Tap your profile icon (top-right), then Manage apps & device.
Under Updates available, locate Android System WebView:

If listed, tap Update next to it. If not listed, it’s already current.

Next, scroll down (or switch to the Installed tab), find Google Chrome. Tap Update if available.
If no Update button appears, Chrome is up to date.

Once both are updated, restart your tablet to apply changes.



If you prefer direct links, visit them:

Android System WebView:
https://play.google.com/store/apps/deta ... id.webview

Google Chrome:
https://play.google.com/store/apps/deta ... oid.chrome

Tap Update on each page as needed, then reboot.

Again, if that doesn't help, I suggest submitting a ticket: https://support.fongo.com/hc/requests/new
Make sure to tell them what Fongo Mobile app version you're using, the brand and model of the device you're using, and its firmware version.

Lastly, check to ensure you're not getting an account suspension message after logging in at https://account.fongo.com/login/

[robertooo]

Was still not working last night, and i had sent a ticket to Fongo.
I haven't received an answer from them yet, but now this morning it's working, it wasn't working since monday or the week-end (didn't need the phone the week-end)
My account wasn't suspended, maybe my ip was banned on their server and they've unbanned it after my ticket, or a Fongo app update corrected the problem.

[Liptonbrisk]

If you happen to discover what the reason was, please let me know if it's not too much trouble. Thanks.

I'm glad your problem is resolved.

In retrospect, I should have asked you to check for connectivity issues to Fongo when the problem was happening.

Understanding ping, jitter, and VoIP call quality

a. Ping (latency): measures the time it takes for data to travel to the Fongo servers and back. A ping higher than 200 ms can cause delays and audio problems.

b. Jitter: measures the variations in latency between data packets. High jitter can result in choppy or dropped calls, or even prevent the connection from being established.

c. Packet loss: when data packets fail to reach their destination, calls can sound robotic, be interrupted, or fail to connect altogether.

Testing network stability with WinMTR (or mobile ping tools)

To diagnose network issues, run a WinMTR test to the Fongo server in Ontario at 208.85.216.39:

- Download WinMTR for Windows.
https://sourceforge.net/projects/winmtr/

- Enter 208.85.216.39 and start the test with more than 200 pings.
- Check the last hop for ping times and packet loss.
- Low and stable ping = good.
- High jitter = bad (example: pings ranging from 40 ms to 700 ms).

What you don’t want to see is: 40, 45, 50, 35, 500, 40, 30, 45, 700. That’s bad jitter.
What you want are relatively consistent ping times without too much variation.

For smartphone tests, use apps such as Net Analyzer or ManageEngine Ping Tool to check ping consistency over Wi-Fi and mobile data. Since Fongo Mobile is a SIP-based application, it needs to maintain an active connection with Fongo’s servers in Ontario. If the app is not registered (app closed, suspended, or due to a network issue), incoming calls will fail or go to voicemail.

If you can’t reach a server at all, possibly what you experienced occurs. WinMTR or pingpath can sometimes help reveal where problems occur along the path between you and a server.