Troubleshoot a Problem
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- Problem: AI Receptionist - Redundancy Send calls to a backup destination whenever your AI Receptionist is unavailable. Apps & Services Issues
- Problem: AI Receptionist - Troubleshooting Basic checks when the CAIRO AI Receptionist isn't working as expected. Apps & Services Issues
- Problem: Office Manager Can't See CAIRO Tile The AI Receptionist tile is missing from the portal: what to check. Apps & Services Issues
- Problem: Web Phone - Won't Connect or Register Fix a web phone that won’t register or connect, starting with the most common cause: a blocked port 9002. Apps & Services Issues
- Problem: Calls Aren't Routing to After-Hours when Night Mode is On Night mode is on but calls aren't going to after-hours routing: how to fix it. Calling & Routing Issues
- Problem: Calls Not Routing to the Group Voicemail Calls aren't reaching the group voicemail box: check the call flow and mailbox setup. Calling & Routing Issues
- Problem: Cannot Get Out of Night Mode Night mode stays on: how to turn it off from Inventory and get normal call routing back. Calling & Routing Issues
- Problem: Night Mode Button not Showing on Phone The night mode key is missing from your phone: how to add it back. Calling & Routing Issues
- Problem: User Extension Overlaps with a System Feature An extension conflicts with a system feature code: how to resolve it. Calling & Routing Issues
- Problem: Voicemails Not Notifying the Inbox or Email Voicemail alerts going to the wrong inbox or email: what to recheck. Calling & Routing Issues
- Error: Business Marketing Messaging - Campaign cancelled What "Campaign cancelled" means and what to do if you didn't cancel it. Messaging Issues
- Error: Business Marketing Messaging - Messages rejected What "Messages rejected" means and how to fix your campaign content. Messaging Issues
- Error: Business Marketing Messaging - Sending limit reached What the "Sending limit reached" campaign error means and how to fix it. Messaging Issues
- Error: Business Marketing Messaging - Your account has insufficient funds What the "insufficient funds" campaign error means and how to add credits. Messaging Issues
- Problem: Business Marketing Messaging - Automation Issue Troubleshooting Fix an automation that won't trigger or triggers too often. Messaging Issues
- Problem: Business Marketing Messaging - Can't Find Quick Message Icon Can't find the Quick Message icon: it's in the bottom-right corner of every page. Messaging Issues
- Problem: Business Marketing Messaging - Cannot Receive MMS Replies Not getting MMS replies: your account needs a dedicated number that can receive MMS. Messaging Issues
- Problem: Business Marketing Messaging - Cannot Send MMS using Phone MMS can't be sent from the mobile app; use the web platform instead. Messaging Issues
- Problem: Business Marketing Messaging - Contacts Imported but not on the Right List Imported contacts landed on the wrong list: check the list mapping. Messaging Issues
- Problem: Business Marketing Messaging - Contacts Unsubscribed after Import Re-importing contacts doesn't resubscribe them; unsubscribed contacts must be resubscribed by hand. Messaging Issues
- Problem: Business Marketing Messaging - Custom Field Missing from Mapping Dropdown Custom field missing when mapping an import: add it with "+ Add custom field". Messaging Issues
- Problem: Business Marketing Messaging - Import fails Contact import fails or shows invalid numbers: check the file type and number format. Messaging Issues
- Problem: Business Marketing Messaging - Message is Longer than Expected A message is using more credits than expected: check the character count and shorten it. Messaging Issues
- Problem: Business Marketing Messaging - Missing Contacts Can't find contacts, lists or segments: search again or re-import from a file. Messaging Issues
- Problem: Business Marketing Messaging - Send Now Button is Disabled The Send Now button is greyed out: check recipients, message content and the Sender ID. Messaging Issues
- Problem: Group Messaging - Away Message Troubleshooting Fix away messages that aren't sending or are sending too often. Messaging Issues
- Problem: Group Messaging - Away Messaging Isn't Sending Auto Reply Your away message isn't auto-replying: settings and steps to check. Messaging Issues
- Problem: Group Messaging - Blast Taking Longer to Deliver Why large blasts take time to send, and what to check if one is stuck. Messaging Issues
- Problem: Group Messaging - Can't Edit or Delete a Reminder Why a reminder can't be changed or removed, and what you can do instead. Messaging Issues
- Problem: Group Messaging - Consent Message Status is Not Visible The consent status isn't showing for a contact: what it means and how to fix it. Messaging Issues
- Problem: Group Messaging - Contacts Opting-out after Starting Campaign Many contacts opting out after a campaign: tone, frequency, and consent tips. Messaging Issues
- Problem: Group Messaging - Future Drips Stopped Sending Why later drip messages stopped, usually because the contact replied. Messaging Issues
- Problem: Group Messaging - Message History Exports Troubleshooting Exports keep failing: check the date range and size limits. Messaging Issues
- Problem: Group Messaging - MMS Delivery Issues Picture messages aren't delivering: file size, format, and carrier checks. Messaging Issues
- Problem: Group Messaging - No Reminder on Calendar A scheduled reminder isn't showing on the calendar: what to check. Messaging Issues
- Problem: Group Messaging - Reminder Sent at Wrong Time A reminder went out at the wrong time: check the time zone and schedule. Messaging Issues
- FAQs: Why Do I Need to Dial 10 Digits? Why some area codes now require 10-digit dialing for local calls, and what to update. Network & Firewall
- Overview: Firewall Guide and Requirements The firewall rules, ports, and settings your network needs for clear, reliable Crexendo calls. Network & Firewall
- Reply Cloud: Network Readiness Assessment Use Reply Cloud to check whether a network is ready for VoIP and to monitor call quality. Network & Firewall
- Error: Polycom - Application not present Fix the Polycom "Application not present" boot error by pointing the phone at Poly's provisioning server. Phone & Device Issues
- Problem: Desk Phone - Call Park is Not Working Call Park isn't working: check the park extension, that parks exist, and the button setup. Phone & Device Issues
- Problem: Desk Phone - Group Voicemail Key Not Showing Fix a group voicemail key that doesn't show on the desk phone. Phone & Device Issues
- Problem: Desk Phone - Star Codes Aren't Working Star codes not working: check permissions and press Send after dialing the code. Phone & Device Issues
- How To: Block SPAM and Robocalls Block spam or robocall numbers for one user or for the whole domain. Spam & Robocalls
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