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.

If the Nextiva Desktop App shows the following error: “The program can’t start because wlanapi.dll is missing from your computer”, click here.

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:

 

Logging in failures

If the Nextiva Desktop App shows the following error: “The program can’t start because wlanapi.dll is missing from your computer” – have your IT administrator follow the steps below. 

How to resolve: 

  1. Open up Powershell and type in the following command: Get-WindowsFeature Wireless
  2. Press Enter Powershell should indicate the service is not installed 
  3. Type in the following command: Install-WindowsFeature -Name Wireless-Networking
  4. Press Enter –  Service should install successfully
  5. Reboot the server and check services.msc
    1. Windows Key + R
    2. Open: services.msc
    3. Press Enter and confirm WLAN Auto Config is present in service list
  6. Check system32 folder
    1. Open windows file explorer
    2. Navigate to C:\Windows\System32
    3. Confirm wlanapi.dll is present in the directory
  7. Relaunch the Nextiva Desktop App

If these steps do not work, please send the logs 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.


If the Nextiva App login page shows the following error: “Site can’t be reached, localhost.ucclient.net is unreachable” – you might be using a private DNS server on the PC/router. 

How to resolve: 

  • Option 1. Set Google DNS 8.8.8.8 and 8.8.4.4 on a router > restart router > restart PC > retest.
  • Option 2. Manually set Google DNS. For instructions on how to configure your network settings to use Google DNS, click here.  
Need additional help? Click here.

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