Schonell App: Common problems with video calls

Why am I experiencing problems receiving video calls?

App Registration

your app ID must be registered onto the interphone panels by your property manager. If your App ID is not registered properly, you will not be able to receive a video call.

Check your phone's settings

Do make sure that your phone's settings are configured correcting

1. Enable notifications (Badges, Sounds, Banners)
2. On your Microphone
3. Enable mobile data for the app
4. Background App refresh may be turned off.
5. Check that there are no apps that might be interfering in your phone's background.
6. Make sure that you are logged in on your app.

Lastly, you may close the app, or keep it in the background, but DO NOT log out of it!

4G or Wifi Connectivity

When experiencing issues with Schonell video calls, please try connecting to a different network (such as Wi-Fi connection instead of mobile data, or vice versa).
Your current network might not be properly configured for UDP (User Datagram Protocol) which may prevent the Schonell app from functioning properly.
If your 4G cellular network connectivity is poor, your app phone call might be delayed or even missed.
If you are unable to make or receive video calls after connecting to your Wi-Fi connection, make sure your router’s security settings and firewall configuration are not blocking certain types of connections in order for the Schonell app to function properly.
If you have any additional questions regarding UDP or Firewall settings, please contact your service provider or network administrator for additional information.

Additionally, your battery saver and bluetooth connection may also cause issues with receiving video calls.
If your battery saver mode is turned on or bluetooth is connected, please try disabling them.

Alternatively, if you are still unable to connect and receive a call from the Interphone, try logging into the app on another phone.
If you are able to receive a call from the other phone, then the issue may be with your phone's handset.

Lastly, if your number is programmed wrongly on the intercom system, you would not be able to receive a call.

Latest App version and Phone software version

For the best performance, make sure that you are using the latest version of the Schonell App.
Get the latest version from Schonell, or go to the App store's to download Schonell for iPhone or Android.

Learn how to update your iphone's software here
Learn how to update your Android phone's software here

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