Android App FAQ

question How to download and Install?
Open google play store on your Android Device and search TelCan then click on Install

question How to make call using Wi-Fi?
question How to Make call using mobile data plan 3G / 4G / LTE?
question How to send SMS?
question How to make a conference call/Three-Way Call using TelCan Android App?
  • Make your first call, Place the call on hold first
  • Dial the number of the second person
  • When the call connects, the first call is put on hold. You are now speaking to the second person. Now merage both the call.
question How do I shut down the application?
Tap the menu button on the Android device. You can exit or just log out (unregister) Note that this menu does not appear when you are in the Settings screens, so you may need to tap Back a few times before tapping the menu button.
question How do I adjust the volume?
Go to Settings > Advance settings > Select Microphone Gain. You can then adjust the Microphone Gain to Highest.
question I cannot place a call
Make sure your account is registered.
  • Go to More > Accounts.
  • Tap the checkmark to register.
question I get a 404 error when placing a call
Error "404 Not Found" indicates that the server has definite information that the user does not exist. This typically occurs when a number is entered in an incorrect format, such as a leading "+" sign when one is not necessary. You may need to use a dialing rule to convert the number to the correct format that system requires. please double-check that the information is entered correctly and does not contain any special characters.
question One-way audio or no audio during calls on Wi-Fi
  • Under Accounts --> Your Account --> Account Advanced, please try to change the Global IP to Off and see if it resolves the issue.
  • If the above suggestion doesn't work for you, please try changing the Network Traversal Strategy under the Advanced Settings
    --> Try to use Mixed Configuration
    OR
    Try to use Server Managed
    OR
    Try Application Managed
    OR
    Try to set to Custom Configuration and set ICE to ON and STUN to OFF. You don't need to make any changes for the DNS SRV setting.
  • Please make sure you apply the settings and run a test after every change.
  • If these steps didn't resolve your issue, please change Global IP to ON and repeat the steps.
question One-way audio or no audio during calls on mobile network
  • Under Accounts --> Your Account --> Account Advanced, please try to change the Global IP Mobile to Off and see if it resolves the issue
  • If the above suggestion doesn't work for you, please try; Changing the Network Traversal Strategy under the Advanced Settings -->
    Try to set to Custom Configuration and set ICE Mobile to OFF and STUN Mobile to ON
    Try to set to Custom Configuration and set ICE Mobile to ON and STUN Mobile to ON
    Try to set to Custom Configuration and set ICE Mobile to ON and STUN Mobile to OFF
    Try to set to Custom Configuration and set ICE Mobile to OFF and STUN Mobile to OFF
  • You don't need to make any changes for the DNS SRV setting.
  • Please make sure you apply the settings and run a test after every change.
  • If these steps don't fix your issue, change Global IP Mobile to ON and repeat the steps.
question Poor audio quality
Try moving closer to your Wi-Fi access point. Or try turning off Wi-Fi and making mobile data calls until you move into a better Wi-Fi network.
question How do I send the diagnostic logs?
  • Go to Settings > Advanced Settings. Scroll down to Application Logging. Verbose Logging should be turned ON.
  • Reproduce any problems you may be encountering and then press Send Log. You will be prompted with a confirmation dialog - tap Yes. Once the logfile has been uploaded, you will see a Sending Log Success notification that has a Reference #.
  • Send an email to 'support@TelCan.com' with the details of your issue, the Ref. # and the PIN you are using.
  • If sending the logfile fails, check your wifi and/or cellular data connectivity.
  • Select the PIN, From Date and To Date
  • Click on "View Account Activity"
question How do I logout?
Go to Settings > Preferences > Logout (Scroll down, it's last option).