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GROOVE IP FREQUENTLY ASKED QUESTIONS

GrooVe IP does not sign-in to Google Voice

The sign-in screen should return an error if sign-in fails.

If the sign-in screen error indicates your username or password is invalid:

  • Ensure you entered the correct username and password
  • GrooVe IP can only work with Google Voice accounts linked to gmail or apps.google.com. Ensure the username you are using is either a gmail or apps.google.com accounts.
  • If you are using Google's 2-step authentication, please follow the Google 2-step authentication steps below
  • Try re-installing GrooVe IP

If the sign-in screen error indicates a timeout or network error:

  • Your network likely blocks either port TCP 5222 or talk.google.com. Please ensure those are opened on your network firewall

No error is returned or the app stays signing in and doesn't return:

  • Your network likely blocks either port TCP 5222 or talk.google.com. Please ensure those are opened on your network firewall

How can I sign-in if I use Google's 2-step authentication

If you have 2-step authentication set up with Google, GrooVe IP doesn't have a separate authentication process for this. However, Google makes available a method to add trusted services. To do so, you have to perform the following:

  1. Log into your Gmail account
  2. On the upper-right corner, click on your Gmail address (which has a small triangle pointing down), and select Account settings
  3. Click Authorizing applications & sites
  4. Verify your credentials if prompted
  5. Enter GrooVe IP for the name of the application and click Generate password
  6. In GrooVe IP, enter this password instead of your Gmail password (spaces don't matter)
  7. You should now be able to log in with GrooVe IP

GrooVe IP is signed-in (GV notification icon is green) but outgoing calls don't work

If all outgoing calls are failing and/or you keep on getting the "Please try again" message when you dial any phone number, please try the following:

Make sure you are dialing with an area code.

Please log in to Gmail with your computer web browser and make an outgoing call using the Call phone option under Chat. After one such call, the app on your device should be able to make outgoing calls. This call-phones-from-gmail link explains how to do so.

There may be a temporary Google Voice network outage. Please try again after some time.

If you dialing an international phone number you will require credit in your Google Voice account.

You may have an old Gizmo phone number associated with your Google Voice account. Please remove it from your account.

In some cases, we have also seen call setup issues if language preference in your Google Voice / Gmail account is not set to English.

GrooVe IP is signed-in and outgoing calls work but incoming calls don't come to the app

Please make sure that

  • In your Google Voice account, you have call forwarding set to Google Chat.
  • In your Google Voice account, you do NOT have calls forwarded to your mobile phone.

Incoming calls may also fail if the battery profile in the phone is set to turn power saving mode on when the screen turns off.

Check the group or contact specific settings in Google Voice to make sure calls are not being forwarded to a different destination. The contact or group specific settings will over-ride the global call forwarding setting.

Make sure Do Not Disturb is not enabled in your account.

You may have to sign-out of Google Talk/Chat from this and other PCs/devices.

How do I forward calls to Google Chat or there is no checkbox to forward calls to Google Chat

You can find this checkbox in your Google Voice account. Log in at google.com/voice. Click the gear in the top right corner of the page and then click Voice settings. On that page you should see checkboxes on where calls should be forwarded. Click the checkbox to forward calls to Google Chat.

If the checkbox isn't there. Follow the steps for "GrooVe IP is signed-in (GV notification icon is green) but outgoing calls don't work." After following those steps the checkbox should appear in your Google Voice account.

I'm having poor voice quality, what should I do?

  • Check your data connection speed on the phone. GrooVe IP generates about 85 Kb/s upload and download traffic on the data network. (You need much more than this speed for good voice quality.) You can check your connection speed using the free speedtest.net app.
  • If you are using WiFi and your call quality is poor, try the "Keep Screen Alive" checkbox. Many phones, especially HTC devices, put the WiFi chip into a power saving mode when the screen turns off.
  • The Synchronize Voice checkbox can improve voice quality on some devices.
  • Increasing the mic buffer can improve sound towards the person you are talking to.
  • Ensure that any task killer apps or battery monitor apps (e.g. Juice Defender) ignore or exclude GrooVe IP.
  • If quality is poor on both WiFi and 3G/4G, and your connection speeds are good, first try enabling the Audio Processing checkbox.
  • If call quality is good for incoming calls but bad for outgoing calls, enable the Audio Processing checkbox.
  • If call quality is good for outgoing calls but bad for incoming calls, enable the Audio Processing checkbox.
  • The Audio Mode Fallback checkbox can be used in addition to the Audio Processing checkbox. Audio Mode Fallback will not do anything unless the Audio Processing checkbox is also checked.
  • If your calls are good over WiFi but bad over 3G/4G, no settings will likely help. See the above point about bandwidth requirements. Also, 3G/4G connections have more latency and jitter than WiFi connections. Latency can add delay and jitter can cause background noise. Typically calls will sound better when you have a strong data network signal.

Voice is coming out of the speaker instead of the ear-piece

  • Enable just the Audio Routing checkbox in the Troubleshooting section.
  • If that does not work, disable Audio Routing and enable both Incoming & Outgoing Audio Processing
  • If that doesn't work, leave those two checked and also check Audio Mode Fallback
  • If you are using a Motorola Atrix this was a known issue in the Froyo versions. The Gingerbread update fixes this issue for the Atrix. The Atrix will require Audio Processing to be checked.

If none of the above works you can also repeat the above with the Wifi Tablet checkbox enabled.

If that still doesn't work, please contact us and let us know what type of device you have. Please note that the Atrix and Intercept have known problems with audio coming out the rear speaker.

People can hear me but I can't hear them

  • You can increase the Speaker Volume to increase voice towards you
  • Try Enabling the WiFi Tablet checkbox
  • The audio ports used by GrooVe IP are configurable in the app Troubleshooting settings. Ensure those UDP ports are open, or change the configuration to ports you know are open on your firewall. In older versions of GrooVe IP UDP ports 19003 and 19004 are used for audio and are not configurable.

The app opens but I get an error saying the application is not licensed

The app uses the Android License Check. Sometimes the license check fails or the server returns an incorrect response. We've found restarting your device generally fixes the error. Another solution that worked for some people is to click Buy on the pop-up and then click open from the Android Market (it won't charge you again, it will take you to the Android Market)

Of course, if you are using a pirated version of the app, you will be getting the "Application Not Licensed" message for a legitimate reason!

What are the ports used by GrooVe IP?

For registration and call signaling, GrooVe IP communicates with talk.google.com over TCP port 5222.

  • TCP 19294
  • UDP 19295
  • UDP 19302

The ports for voice traffic are configurable from the Troubleshooting settings. In older versions of the app local UDP ports 19003 and 19004 are used for voice and are not configurable.

What is the Codec and how much bandwidth is used?

Google Voice only supports the G.711 mu-law codec. So this is the codec used by GrooVe IP.

The bandwidth usage is approximately 10 KB/second in each (upstream and downstream) direction (or about 600 Kilo Bytes per minute per direction).

The market says "purchased" but the app download doesn't start

Please contact Android Market Support. The Android market is responsible for all billing and distribution related issues.

I can make calls but there is no voice

  • First try the Audio Processing checkbox
  • If that doesn't help try the Synchronize Voice checkbox
  • The audio ports used by GrooVe IP are configurable in the app Troubleshooting settings. Ensure those UDP ports are open, or change the configuration to ports you know are open on your firewall. In older versions of GrooVe IP UDP ports 19003 and 19004 are used for audio and are not configurable.

The person I'm talking to hears echo or hears themselves speak

  • Try enabling the Echo Canceler from the Audio/Echo settings
  • Ensure Echo Post Processing is enabled and the echo tail setting is set to auto detect (unless you know the proper tail size)
  • The Synchronize Voice checkbox under Troubleshooting can improve the Echo Canceler performance
  • Try lowering both the Speaker Volume and Mic Gain settings

How do I sign-in if I have a Yahoo, Hotmail, or AOL username?

  • Login to your Google Voice account on the web (using your current email address as the username).
  • Click on the link that gives you other Google services.
  • Click on "Gmail".
  • Google will automatically sense that your account is not associated with any Gmail account, and it will create one.
  • You will be asked for your real name, username of choice, and security question to setup a Gmail account. You need to do this, even if you have no intent of using Gmail.
  • After you complete that, Groove IP must be given your new Google username, not your previous Google Voice username

I have a problem that is not covered here

Please contact us! We will be happy to work with you.

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