GLN Softphone App Background Issues in iOS

Update timeline

1. investigating May 29, 2025, 03:04 PM UTC

   The GLN Softphone App iOS users are currently experiencing two separate issues: 1- Outbound calls not ringing and there's no audio on the first attempt. This happens when the application is closed (not open in background) and the user opens it; while making a first attempt to call, the user cannot hear when the other phone is ringing and there's no audio when they answer. However, when the user makes a second call, everything works properly. 2- Inbound calls not ringing and going directly to voicemail. This happens both when the app is closed AND when the app is open in the background. When the user receives an inbound call, no notification nor ring is displayed. The only way for the user to receive the notification is by having the application open on-screen. We are currently investigating the root cause of this issue to provide a fix as soon as possible.

2. identified Jun 18, 2025, 06:17 PM UTC

   We've narrowed down the problem to a global issue we have regarding calls on iOS18.4 and 18.5. Reports indicate that it is only the first call (inbound or outbound) after the app is brought forward from the background. We don't have an exact ETA at the moment, as Apple has made some fundamental changes to the operating system that are causing this to happen. This is a priority issue for us and we are actively working to provide a resolution.

3. identified Oct 09, 2025, 08:26 PM UTC

   We have uploaded version 6.21.2000 of the GreenLink Softphone App to the App Store, which fixes an issue where inbound calls were not ringing and went directly to voicemail. This happened both when the app was closed AND when the app was open in the background. When the user received an inbound call, no notification nor ring were displayed. This has been fully resolved. We continue to troubleshoot the outbound call issue to provide a solution as soon as possible.

4. resolved Jul 24, 2026, 01:06 PM UTC

   Resolved: The GreenLink Softphone App version 6.23.2001 is now available in the App Store and resolves the issue where outbound calls would not ring and had no audio on the first attempt when the application was closed. All iOS users should update the GreenLink Softphone App to version 6.23.2001 or later to receive this fix. This incident has been closed.