Q5 Link General Problems

[administrator]

We have found that the vast majority of submitted logs show local network issues with host name resolution. A quick test to determine if there is a settings issue, or a local network/ISP DNS issue is to DISABLE wifi on the device and see if the issue is still occurring when the device is on 3G/4G/5G internet.

First steps for troubleshooting issues with the Q5 Link App on Android or iOS not related to DNS.

1. Log out of the app and log back in.
2. If problem persists restart your device.
3. If problem still persists uninstall and reinstall the app.
4. If issue is still occurring please let support@q5networks.com know so that we can look into it further.

Typically we are going to need a log from the device. In order to get this to us you can go into the "Advanced Settings" enable "Verbose Logging" and select "Send Log" while, or shortly after the issue is occurring. We will receive the logs, and you will be given a reference number. Please send us a separate email and include the reference number along with a specific description of the problem so that we know what we are looking for in the logs.

[administrator]

If the issue is determined to be DNS, there is an available work around. Each account allows the configuration of "Custom DNS" servers (up to 3).

Open the application Menu in the top left.

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Select "Settings".

Select "Accounts".

Select the SIP account (it should be the top most account).

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Scroll down and select "Account Advanced".

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Scroll down and select "DNS Servers".

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Enter 1.1.1.1 for the first "Custom Name Server" , and 8.8.8.8 for the second "Custom Name Server."

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Select the check mark or tick to save.

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