Troubleshooting the Nextiva App

If you’re experiencing any issues with the Nextiva App, such as inbound or outbound calls are failing or you’re receiving error messages, Nextiva requires the logs to troubleshoot. The logs contain valuable information that helps Nextiva isolate the issue.

For tips on how to improve the call quality while using the Nextiva App, click here.

 

Retrieving logs from the Nextiva App

Nextiva Mobile App

Tap Menu at the top left > Preferences > Email logs to support.

Send the logs to support@nextiva.com, and make sure to include the account number and user details such as the username and phone number and any relevant information, such as what you were doing when the error or issue occurred.

Nextiva Desktop App

Click Settings > Advanced > Detailed Logging > Show Logs.

Compress/zip all files from the logs window and send them to support@nextiva.com.

Make sure to include the account number and user details such as the username and phone number and any relevant information, such as what you were doing when the error or issue occurred.

Call failures

If the issue is regarding inbound or outbound call failures from specific numbers, Nextiva requires at least two call examples in addition to the logs. Make sure to include the following details in the email to support@nextiva.com.

  • Account Number: 
  • First and last name: 
  • Security PIN:
  • Called from:
  • Called to:
  • Date:
  • Time/time zone:
  • Error/issue in detail:

Need help with Nextiva?

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MRC Solutions

2011 Commerce Dr. N

Peachtree City, GA 30269

Phone: (888) 509-1385

Email: sales@mrcsolutions.net