Support

Ensure your device is not in airplane mode.

Ensure you have cellular data enabled for WAVE Mobile Communicator  if you do not have wifi enabled.

Ensure you are not connected to a router behind a firewall that is blocking access to the WAVE Management or Proxy Server.

Ensure you do not have a cell call active.

Verify you have adequate wifi or cellular data coverage. Remember – just because you can make a cell call does not mean you are guaranteed adequate cellular data coverage.

If you are using a Samsung device, this can occur due to the multi-touch feature. Tapping the PTT again or the app back button should stop the bonk. If it persists, sign out and back in.

On non-Samsung devices, this might occur due to a number of functions trying to execute simultaneously, including rapidly pressing the PTT button for an extended period of time. If this occurs, release the PTT button and press it one more time. If the bonk continues, tap the back button or sign out and back in. In rare cases, you may need to do a forces stop on the app (double tap Home and swipe up).

If you are using a Samsung device, this can occur due to the multi-touch feature. Tapping the PTT again or the app back button should release the mic. If it persists, sign out and back in.

This might also occur due to a number of functions trying to execute simultaneously, including rapidly pressing the PTT button for an extended period of time. If this occurs, release the PTT button and press it one more time. If the it is still stuck, tap the back button or sign out and back in. In rare cases, you may need to do a forces stop on the app (double tap Home and swipe up).

Check to see if you have another version of WAVE Mobile Communicator running.

If this is happening repeatedly, you are most likely not transmitting any audio.

1. Verify you have given permission for WAVE Mobile Communicator to use your microphone.
2. Sign out and back in.
3. If it persists, contact your WAVE Admin.

Check your device level permissions for WAVE Mobile Communicator and ensure that you have allowed use of the microphone.

If you do not have Wi-Fi enabled, check your device level permissions for WAVE Mobile Communicator and ensure you have allowed Cellular Data.

WAVE Mobile Communicator uses cellular data or wifi. You can have a stronger cellular phone signal than data which allows for phone calls but degraded data connectivity. Being able to make a cell call does not mean you have data connectivity.

If wifi was not enabled prior to signing in to WAVE Mobile Communicator, it will stay on cellular even if the cell connectivity is weak.

Try switching to a wifi network by signing out of WAVE Mobile Communicator, enabling wifi, and signing back in.

WAVE Mobile Communicator works with most wired headsets. However, the headset controls, if not specifically designed for PTT, may interact with WAVE Mobile Communicator since the headset sees it as just another media source. In many cases, the volume + and – act as a toggle where a single press will latch the microphone on and must be pressed a second time to unlatch.

If you are using a wired headset with integrated controls, we suggest testing it with WAVE Mobile Communicator to determine its interactions prior to use in an active work environment. Latching is inherently error-prone and can cause inadvertent broadcasting.

If you are just signing in, and it isn’t working from the start – try unplugging the accessory and cycling the mobile device.

If a wired accessory stops working after it was already working during a session:
1. Unplug it and plugging it in again.
2. Ensure you are signed out of any other audio apps.
3. Cycle the mobile device.
4. Verify the accessory’s battery is not dead.

If it is the audio that is challenged, verify that the accessory works with another audio app.

Make sure the Bluetooth accessory is not connected or trying to connect with another WAVE Mobile Communicator app on another mobile device.

Ensure you have not exceeded the broadcast distance from the mobile device set by the Bluetooth accessory’s manufacturer. If so, you must reconnect the device in the WAVE Mobile Communicator App Settings.

You can only PTT on a screen with a PTT button. WAVE Mobile Communicator does not allow for default PTT’ing on your last visited Talkgroup due to the potential to inadvertently broadcast on the wrong Talkgroup.

There is a known issue with iOS 9 and 10 devices that can be solved with the following steps:

1. Press and hold the device’s Power button
2. Wait for the ‘Slide to Power Off’ screen to appear
3. Slowly remove the headphone from the port
4. Press the Cancel button to return the Home screen