Troubleshooting NextivaONE

If you’re experiencing any issues with Nextiva, such as error messages or video/audio issues, check out the recommended troubleshooting steps below. For information on how to improve the call quality while using the Nextiva app, click here

1. Make sure you are using the most up to date version of the desktop application and try clearing the cache. 

Desktop application

To check your app’s version, click Nextiva from the menu bar at the top of the screen. Select About Nextiva. From here, you can see which version you currently have installed, as well as the option to check for upgrades.

If you’re already using the most up to date version of the Nextiva, try clearing the cache from the desktop application by clicking Nextiva from the menu bar at the top of the screen, and select Clear Cache and Reload.

Web version

If you are using the web version of Nextiva, try clearing the cache and cookies in the web browser. Click the browser you’re using for instructions on how to do this:

2. Check to make sure the audio and video settings are set up correctly in the Nextiva desktop app

If you are experiencing issues while using the Nextiva desktop app, such as one-way audio/video, check to make sure the microphone, speakers, and video settings are set up correctly. 

Click Audio/video settings from the preview screen before initiating a video call. Here, you can choose the microphone, speakers, and camera to use – including the ability to test the speaker and microphone. 

You can also access the audio settings while on active call by selecting the ellipses in the call control panel and select Audio Settings

3. Check to make sure the Nextiva desktop app has permission to access the devices camera and microphone. 

Check out the support articles below on how to control access to the camera and microphone on both Mac and Windows. 



Need additional help? Click here.

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