VidyoConnect for Mobile Known Issues (Android and iOS)

There is an issue impacting audio routing using Galaxy Buds in Android. Users can have their Buds connect to the phone before or during the call with no issues. If they choose to remove their Buds from their ears mid-call, the call audio will start playing from the phone speakers and mic as expected. The issue arises when the users then put the Buds back in their ears. In such cases, the audio should route back to the Buds, but instead, the audio continues to play through the phone hardware.

To rectify this issue, users should return their Buds to the case, close the case, and then open it again, take out the Buds, and put them back in their ears to hear audio from the Buds.

If a participant in a call receives an incoming cell call and rejects it, the audio becomes delayed by 3-5 seconds and the lip sync becomes delayed by 5-10 seconds. If this occurs, wait approximately 10 seconds, and the audio and lip sync will restore back to normal.

This is a known Android issue with the routing on Android and specific Bluetooth devices and occurs with many other apps.

When using the Boost button on the in-call toolbar to increase the volume, you may hear a squeaking sound or other audio distortion depending on your audio device.

Sometimes, there is a drop in audio quality experience by one participant while more than two participants are speaking.

Participant's display names may appear as garbled characters if the display name does not use the English alphabet (such as names written in the Korean or Hebrew alphabet).

When using a Nexus 5x or Google Pixel 2 XL, an extra line may appear over some tiles.

When using FECC, the Chat icon does not appear if a message is received after the user expands the FECC tile and locks and then unlocks the device screen.

When a participant is in a VidyoConnect call and switches to another WiFi or 3G/4G, the Flip camera button appears on the self-view after that participant reconnects to the room.

In a VidyoConnect call with many participants, users may not be able to join and disconnect quickly and the tiles may not display correctly (for example, some may freeze).

When a desktop user shares the screen on Pixel 2 XL (9.0) and Sony Xperia (6.0.1) devices, the shared tile may sometimes display as black if the mobile user puts the app in the background/foreground a few times.

When a user on a Samsung Galaxy deletes a room from the Rooms tab after problems with the network, the room is not deleted and the system displays an error message.

The self-preview may blink during a VidyoConnect call using Pixel 2XL (9.0) and Samsung Galaxy Tab S3 (8.0) devices.

If a call participant on a Samsung Galaxy S7 is connected via Bluetooth (Plantronics E500 or Era by Jawbone) and then receives an incoming cellular call or makes an outgoing cellular call, audio will be sent via open mic instead of via Bluetooth.

If this occurs, reconnect the Bluetooth device.

If a call moderator soft mutes a participant's microphone, hard mutes the camera, and then hard un-mutes (re-enables) the camera, the participant's microphone unexpectedly becomes hard muted.

If there are no licenses available, users should see the message "Unable to connect due to a missing/invalid license. Please contact your administrator" and not be allowed to log in to their account; however, they are allowed to log in, and then after a few seconds, they get logged out and the message displays.

For users with muted audio who dial out to a legacy endpoint, the application is unable to send DTMF tones.

When using an Android Nexus 5x on OS version 8.0 and later, the audio may be distorted, garbled, and delayed when three or more users are in a call.

On some devices, such as the Pixel 4 (10.0), LG G6, and Samsung Galaxy S10, the rear camera (rather than the front camera) is enabled when users join the call. The camera will switch to the front camera after the user attempts to switch it two times.

If a user locks their phone while in a VidyoConnect call, they may see a black tiles.

Any settings that an admin configures via the Control Meeting page (such as muting the microphone) while a user is joining a room are not applied once the user joins the room (for example, the user will not be muted).

On Huawei P8 phones, when a user puts the VidyoConnect app in the background and then closes the app from the Recent list, the foreground service is stopped.

On Samsung Galaxy S5 (6.0.1) devices, if a call participant sends messages in the chat pane, closes the chat, and then leaves and rejoins the room, the chat pane displays that there are unread messages.

If a user clicks to delete their own room and then disconnects from the network, the deletion of the room should not continue; however, a confirmation pop-up appears with the Delete Room and Cancel buttons enabled.

If a room is locked and a user clicks on a guest link to join a call in that room, the message “The room is currently locked. Unfortunately, you cannot join a locked room…” appears when the user is in the call rather than the notification appearing prior to joining the call.

The post-call five-star survey may not appear after certain calls.

In some cases, mic audio may not be sent if a Vidyo call is interrupted by a regular GSM (Global System for Mobile communication) call while wired headphones are connected.

To resolve this, mute and unmute your microphone.

On some iOS devices, in various scenarios, the audio in a call stops being sent or received.

The post-call survey appears for only one second if the call ends due to a token expiration.

On some iOS devices, the audio in a call stops being sent or received which may then be followed by a crash in the app.

When a user rotates an iOS device to landscape, their self-view tile briefly moves to the top middle of the screen before moving to the top right corner.

If a user who is already in a VidyoConnect mobile call receives a cell call, answers it, and puts it on hold, and then a remote Android or iOS user joins the VidyoConnect call and the initial user ends the cell call, audio is not received from all the remote users.

Occasionally, if a user who is already in a VidyoConnect mobile call receives a cell or Skype call and then mutes the microphone, audio is not received.

Occasionally, if a user who is already in a VidyoConnect mobile call receives a cell or Skype call and then mutes the speaker, audio is not sent.

On certain iOS devices (such as the iPhone XR 15.3.1), when the Epic Waiting Room feature is used, the media volume may become louder if the volume is decreased in the Control Center.

If a user long-presses the link to the VidyoConnect mobile app in any text window (mail, Messenger, Notes, etc.) and chooses "open in Safari", the OS will always open such links in Safari. This is a feature of iOS and cannot be changed by Enghouse Vidyo. However, the user can again long-press the link to the mobile app and choose "open in VidyoConnect" to restore the VidyoConnect preference.

In some cases, when an iOS user swaps from a Skype call to a VidyoConnect call, the VidyoConnect mobile app crashes.

If an iOS user switches their device to a supported language other than English, the pop-up that requests permission to use their microphone appears in English and not in the user's selected language.

When an iOS user joins a call with a blurred background, the CPU consumption is high compared to the CPU consumption without a blurred background.

Sometimes, there is a drop in audio quality experience by one participant while more than two participants are speaking.

When the VidyoConnect Mobile app is minimized, and the user allows the use of camera and mic for the call, audio is lost for the call.

Users who enable the “Auto-Answer Calls” feature on their iOS devices experience missed calls immediately following a lost network connection

There is an issue with distorted audio when a user disconnects a Bluetooth (PLT E-500) device or switches from using AirPods to the speaker during a call. Some users report audio quality as “choppy”.

After a user cancels an outgoing call, the user’s device stays in a busy state for some time and is unable to receive incoming calls for that duration.

Due to a limitation on broadcasting introduced in iOS 14, the system shuts down broadcasts when the screen size changes, including when the device orientation changes. Therefore, if a VidyoConnect mobile user shares their screen in split-view mode, taps Start Broadcast, and then taps to close the screen, sharing stops and this message appears: "Screen recording has stopped due to: Recording interrupted by multitasking and content resizing."

When a user's room is full and they invite a SIP/H.323 endpoint to that room, a message does not appear indicating that additional users cannot join because the room is full.

The ringtone on some iOS devices may be quite low even when the volume is set on maximum in the device Settings.

If a user sets their screen to split view, starts sharing, and then drags and drops the VidyoConnect app to the other side of the split view, the remote users will see the sharing user's VidyoConnect interface along with the shared content.

Under certain scenarios, audio is lost when the VidyoConnect app is in the background, such as when the user switches to a different Wi-Fi, switches from an open mic to Bluetooth, plugs and unplugs their headset, or joins the call while the app is in the background.

If a call participant who has either the camera or microphone muted expands the tile of a remote user with a controllable camera, the user's own Chat, Microphone, and Camera icons do not disappear from the screen until the user taps the screen.

The Chat icon doesn't appear if a message is received after the FECC tile is expanded and the user returns the VidyoConnect application from the background or the screen is locked.

In very rare cases, the video in a call will freeze for all the participants except for the loudest speaker.

If a VidyoConnect for Mobile user is in a call where content is being shared, and then that user moves the VidyoConnect app to the background and back to the foreground, the tile that previously displayed the shared content may appear black.

If a participant switches from WiFi to 3G during a call, the FECC tile may freeze, yet the participant will still be able to click the camera controls.

When using the VidyoConnect for Mobile application on an iPhone X, some of the VidyoConnect controls and icons are partially overlapped by the top notch section of the screen.

If an iPad Mini 3 or another low-end iOS device is rotated frequently while the user is joining a conference, the conference tiles may appear in landscape mode when the device is in portrait mode.

If a guest user joins a call and immediately puts the VidyoConnect application in the background, the guest user's video is not displayed when s/he returns the application to the foreground.

If this occurs, users should mute and then un-mute the camera to show video.

Audio is lost and the self-view is missing when a user clicks Join and puts the VidyoConnect app in the background before allowing access to their camera and mic.

When a participant enters Chinese or Japanese characters for their username when joining a call as a guest, the username is displayed on the lower left of the screen as squares instead of the Chinese or Japanese characters.

If the call moderator hard mutes all the cameras in the call and then a call participant double taps the tile of the loudest speaker, if the call moderator hard mutes the cameras again, the loudest speaker's black tile expands to full-screen.

If a call moderator soft mutes a participant's microphone, hard mutes the camera, and then hard un-mutes (re-enables) the camera, the participant's microphone unexpectedly becomes hard muted.

Even when Web Proxy has already been configured, the Web Proxy credentials dialog box may appear, and there is no "Do not ask me again" checkbox available on the dialog box for the user to select.

If a room is created by a second user after the first user enters a room name in the Search field but before the first user clicks the Search button, the newly created room is not found during the search.

If a user performs a search that results in some rooms being listed, and then the user clicks on Rooms, the details page of the first room listed is displayed.

If a device was registered in the portal (and, thereby, consumed a license) and then that device was factory reset, it will consume another license when it logs back in to the same portal.

When writing a chat message, there is no way to send the message when using the emoji keyboard.

If the network is disconnected while a room is being created, an error message appears but the room is created.

When a guest users joins a call and then mutes their camera, an audio-only tile with an avatar should be displayed, but an audio-only tile with the user’s initials is displayed instead.

If a user clicks to delete their own room and then disconnects from the network, the deletion of the room should not continue; however, a confirmation pop-up appears with the Delete Room and Cancel buttons enabled.

After a user logs out from a portal, the HTTPS/HTTP is not removed from the portal URL.

If a user clicks “+” to create a new room but then disconnects from the network, the Create Room and Cancel buttons remain enabled; however, if the user clicks the Create Room button, the room is not created.