Troubleshooting Calling

• Call states
• Only showing Calling or Connecting
• Call showed No Answer and hung up
• Improve call quality
• Use less data on calls
• Cannot hear my contact
• Missed call alerts
• Cannot see my contact
• Video is rotated incorrectly
• Enabling Desktop permissions
• Checking Desktop OS settings

Call states

Your Signal call screen will show 

• Calling or Connecting - While waiting for the call to connect.
• Ringing - When your contact's phone is online and ringing.
• Timer - After your call has been answered.

Why does my call screen only show Calling or Connecting?

• You and your contact both have to be connected to the internet for your call to start ringing. It is likely that your contact is not connected at the time you placed the call or they have blocked you. To check:
  1. Confirm that messages you send are delivered to your contact.
  2. Confirm that you can receive messages from this contact. 
• The date and time settings are not set correctly for either phone's timezone.

Why does the call screen show No Answer and quickly hang up?

Your device is not connected to the internet. Check your WiFi or mobile data connection.

What do I do if the ringer volume low?

• For iOS, if the volume is lower when you look at your device, disable the Attention Aware feature.

How do I improve call quality?

• Update to the latest version of Signal.
• Enable Use Less Data for calls on Wi-Fi and Cellular. Go to Signal Settings > Data and storage (Android) or Data Usage (iOS) > Tap Use Less Data > Select Wi-Fi and Cellular.

How do I use less data on calls?

• Go to Signal Settings > Data and storage (Android) or Data Usage (iOS) > Tap Use Less Data > Select Wi-Fi and mobile data (Android) o r Wi-Fi and Cellular (iOS).

What should I do if I cannot hear my contact?

• Update to the latest version of Signal.
• Raise the volume level on your phone.
• Confirm microphone permissions are enabled.
• Check if your firewall or a third-party app is limiting or blocking Signal's access to the internet.
• Change the speaker to another option i.e. turn on/off speakerphone then switch back to the original speaker choice.

Why did I see a missed call?

• Your device may have been offline when you received the call.
• Turn off Do Not disturb mode.
• On iOS, disable Low Power Mode: iPhone Settings > Battery > Disable Low Power Mode.
• Confirm both you and your contact are using the most up-to-date version of Signal.
• Check that the date and time settings for your phone are set correctly for your timezone.
• Check if you or your contact have a firewall or a third-party app that is limiting or blocking Signal's access to the internet.
• Confirm that you and your contact have the full list of permissions enabled.
• Switch to a different internet connection. For example, switch from mobile data to WiFi.
• On iOS in regions using CallKit and when the screen is locked, video calls display a notification + vibrate but does not sound a ringtone. Display notifications for your lock screen from iPhone Settings > Signal > Notifications > under the Alerts section select Lock Screen. 

How do I see my contact on a video call? Where is my contact's video?

You are in full control of who can see you. Your contact has the same choice.

• To show your video, tap the video icon to enable video from your side only. You may need to confirm the full list of permissions are enabled for your device. 
• To see your contacts video, they will need to tap the video icon on their side. They may need to confirm the full list of permissions are enabled for their device. 

Why is my contact's video rotated and not taking up the full screen?

• Ask them to check if they have the orientation locked for their phone.

How do I enable the Desktop permissions for calling? 

1. Grant in app permissions.
   • On Signal Desktop, tap your profile  or settings icon > General and allow access to the microphone and camera under Permissions. 
2. Modify OS permissions:
   • macOS: Choose the Apple menu  > System Settings > click Security & Privacy > select Privacy > Select Camera > Select the checkbox next to Signal. Signal may need to restart for this setting to apply.
   • Windows: Choose the Start button > Settings > Privacy & Security > App permissions and verify the Camera and Microphone are enabled accordingly. Signal may need to restart for this setting to apply.

Check other OS settings:

• macOS: If you are trying to use your iPhone as a webcam: Choose the Apple menu  > System Settings > General > AirPlay & Handoff and ensure it is allowed.
• Windows: Check volume settings.
  1. Close Signal Desktop.
  2. Open the Settings app > Sound > More sound settings > Communications.
  3. Select "Do nothing" and click apply. 
  4. Open Signal Desktop. Make a call and test if the volume level has improved.
• Windows: If you have set the “communications activity” control to “Do nothing” as shown above and the issue persists, try the following steps:
  1. Open the settings app > System > Sound > Speakers and consider disabling any “enhancements” / “Enhance audio” settings for your output device.  
  2. Open the settings app > System > Sound > Speakers and check that your audio drivers are up to date. Some manufacturers have had issues in the past that have been fixed by updates.