Android app troubleshooting

Android handsets differ more than anybody would like, and most problems come down to a permission that is off or a power saver that is on. This is ordered by how often each cause turns out to be the answer.

Start here

What you see	Usually because	What to do
Calls listed with no recording	Call capture access is off, or a system update revoked it	Check the app’s setup screen; turn Qualitify back on in Android’s Accessibility list
WhatsApp calls missing, SIM calls fine	Notification access was declined	Grant it. App calls are announced in the notification shade and nowhere else
Collection stops mid-shift	A manufacturer power saver killed the service	Allow “ignore battery optimisation”, and lock the app in the recents list
The customer is very quiet	Normal. It is a microphone in a room, not the line	Hold the handset to the ear rather than using speakerphone
Nothing uploads but the app says it recorded	No network	Nothing to do. It retries and sends the backlog when signal returns
A call appears twice	The agent took it on both the phone and the computer	Expected. Score one and skip the other with a reason
Agent cannot sign in	Already signed in on another phone	End the other session from the dashboard

Calls are listed but there is no audio

This specific symptom — the call is there, with the right number and duration, and the recording is empty — means the app noticed the call and was given silence. That is almost always one permission.

Open the app’s setup screen. It lists every permission and whether it has been granted, so this does not need guessing.
Check Call capture access. Android gives ordinary apps silence during a call and this accessibility permission is what lifts it. If it is off, that is the answer.
Turn Qualitify back on in Android’s own Accessibility list, then make a test call and play it back.
If it was already on, check Microphone as well — both are needed, and one without the other produces exactly this.

After an Android upgrade

System updates sometimes revoke accessibility permissions. If recordings went empty across several phones at once and nothing else changed, check whether those handsets updated — and check the setup screen as a habit after any upgrade.

Some platforms record and others do not

A clear pattern — SIM calls fine, WhatsApp missing — points at Notification access. WhatsApp, Telegram and Viber announce a call in the notification shade and nowhere else an app can see, so without that permission those calls are never noticed at all. Ordinary SIM calls do not depend on it, which is why they keep working and the pattern looks mysterious.

See the permissions page for the distinction between Notifications and Notification access, which are different things with confusingly similar names.

Collection stops partway through a shift

Calls from the morning and nothing after eleven is the signature of a power saver killing the background service.

Allow Ignore battery optimisation in the app’s setup screen.
On Xiaomi, Oppo, Vivo and some Samsung handsets, also lock the app in the recent-apps list — on most of those it is a padlock on the app’s card.
On Xiaomi specifically, grant “autostart” as well, in the system security app.
Check the permanent notification is still showing. It disappearing is the service having been stopped.

The far end is too quiet

Expected, within limits. The phone records through its microphone because Android gives no application the call stream, so the agent is close to the microphone and the customer is coming out of an earpiece. Both are captured; they are not captured equally.

What helps

Holding the handset to the ear rather than using speakerphone, which puts the earpiece next to the microphone.
A quieter room. Open-plan noise costs the far end before it costs the near one.
Granting All files access, so the app can pick up a recording the phone’s own dialer made — better audio where the handset does that.
For agents who genuinely need clean audio of both sides, the desktop app instead.

Note

If the far end is completely inaudible rather than quiet, that is not this — that is a capture problem, and worth reporting with the date of a specific call.

Storage and uploads

Recordings are deleted from the phone once the server confirms it holds them, so nothing should accumulate.
A phone that has been offline will be holding everything from that period. It clears itself as the backlog uploads.
The app retries uploads every few minutes. A recording is never discarded because the connection was down.
If storage keeps filling on a phone that is online, report it — that is the app failing to clear up, not expected behaviour.

A lost or replaced handset

End the session from the dashboard — the agent can do it themselves, and an owner can do it for anybody. That stops the recorder on the old device and frees the agent to sign in on the new one.

Anything already uploaded is in your account and unaffected. Anything recorded but not yet uploaded is on the handset and goes with it, which is the honest answer and the reason to keep phones online.

Reporting a problem usefully

Write to support@qualitify.net with:

The agent’s email address.
The handset make, model and Android version — this matters more here than anywhere else in the product.
The date and rough time of a call that should have been recorded.
Which platform it came in on: WhatsApp, Telegram, Viber or the SIM line.
Whether the call was answered, and who called whom.
Which permissions the app’s setup screen says are missing.

That last one answers most tickets before we reply, so it is worth checking first.