Users will occasionally come up against some issues using the InnoCaption app. The most common technical issues users experience include:
Audio issues, such as not being able to hear the caller's voice or vice versa, hearing garbled sound, static, an echo, or robotic sounds
The app freezing or not responding when you tap the keypad or other buttons
Getting a message that says "Lost connection to the internet" or "Reconnecting captions"
Captions lagging or not appearing
Issues placing or receiving calls
These issues can usually be resolved by restarting your phone or router. Generally, home wifi routers and modems need to be rebooted once in a while to resolve buffering and delay issues.
For any technical or connectivity issues you experience with the InnoCaption app, we highly recommend you take the following steps:
To run diagnostics
Close all open apps, including the InnoCaption app
Restart your device by powering it OFF and ON
Open the InnoCaption app
Tap Settings
Scroll down to the bottom
Tap Run diagnostics
Try placing a test call to see if your issues have been resolved. If not, you may also be facing issues due to an unstable internet connection. To resolve this issue you can try restarting your Wi-Fi router using the steps below:
To refresh your router connection
Unplug your router’s cord from the wall
Plug the cord back in
Wait 1-2 minutes until all the lights are back up
After refreshing your Wi-Fi router, try placing a test call to see if your issues have been resolved. If not, please switch your phone's internet connection from Wi-Fi to cellular data.
To switch your phone’s internet connection from Wi-Fi to cellular on iPhone
From your phone’s home screen, open the Settings app
Tap Wi-Fi
Tap Wi-Fi toggle OFF (it will turn gray)
Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen
To switch your phone’s internet connection from Wi-Fi to cellular on Android
From your phone’s home screen, open the Settings app
Tap Connections
Tap Wi-Fi toggle OFF (it will turn gray)
Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen
How to turn off WiFi on iPhone
How to turn off WiFi on Android