If Olvid does not work


You can use Olvid with any compatible device.

If Olvid does not work for you or the person you are talking to, if you can’t access or send or receive messages or audio calls, each follow these steps.

Things to check first

  1. Make sure you are using the latest version of Olvid on your device.

    Here is how to update Olvid.

  2. Make sure your operating system is up to date.

    Here is how to update your operating system.

  3. Make sure you are not approaching the storage limit on your device.

    Find out how to know and how to free up space from your device manufacturer and be careful about Olvid data.

  4. Make sure your device is freely connected to the Internet.

    You can later have your connection verified to be free of any specific network restrictions.

  5. Restart your device.

  6. Launch Olvid and send a message. Your contact should receive a notification immediately.

    If not, find out and apply or share what to do if a device does not receive message or call notifications when connected to a network. Share the info with your contact to make sure the problem is not from their side.

    Solving this problem at the beginning of using Olvid often solves many others, including if your secure audio calls don’t go through.

Known sources of trouble

Interferences in the expected operation of Olvid can have various sources. Here are the most known ones.

Network configurations

  • Both parties in an Olvid secure audio call must be free to communicate with the turn-scaled.olvid.io server on port 443 in TCP and 5349 in UDP.

  • Some firewalls and connection filters, or some VPN configurations may block the expected use of Olvid, like any VoIP app. Pausing them sometimes does not change anything. They have to be turned off. When they are disabled, calls work fine.

Third party applications

  • Applications that filter your network connections (such as Blokada, AdGuard and others) may block some connections and prevent Olvid from working properly.

    The easiest way is to stop them, or even uninstall them, to see if this solves the problem.

If you cannot connect to Olvid Web

  • Make sure that a browser plug-in such as Dark Mode does not alter the display of the QR code connecting your computer to your device and thus prevents your device from scanning it. Disable this plug-in to check.

  • Make sure that a third-party application installed on your device does not prevent Olvid from working properly.

    For example, Blokada or AdGuard block all WebSocket connections and prevent you from connecting to Olvid Web.

If your manual backup doesn’t work

  • Avoid transferring the file via a Samba server or other interoperability software that implements the proprietary Microsoft Windows SMB/CIFS protocol in computers running the Unix operating system and its derivatives.

    This has sometimes caused problems with file access rights. It is better to transfer the backup file directly between the two devices.

If the GIFs don’t display

  • GIFs are displayed in Olvid with Android 9 and later. For security reasons, they do not display with Android 8 and earlier.

    If your device allows it, here’s how to update your operating system.

If your secure audio calls don’t work

Find out what to do if you can’t make or receive secure audio calls, use your microphone, or stay connected.

  1. Check that no specific network configuration or third-party application are interfering.

If you need help with your connection or call quality

A slow or congested Wi-Fi network can disrupt your Olvid audio calls.

  • Make sure you and the person you are calling are using a fast enough Wi-Fi or cellular connection. Olvid calls require a medium-speed connection.

  • Check for issues that might be slowing down your connection, such as someone uploading or streaming content over your network.

  • If you have questions about your Internet speed, contact your Internet service provider or network manager.

If your secure audio calls don’t go through

An immediate solution to simplify: just before the call, send a text message to your contact. And check that it has been delivered. Or better: read.

This may be enough to wake up the phone and everything will go much better.

As far as we know, calls that never start ringing (that stay on initialization of the call) are due to the fact that the first message (which notifies of a call) does not arrive at the recipient in time.

  • On Android, this can happen if the phone is in standby / power saving mode. It can then take more than 30 seconds to receive a notification. Just because the phone has been sitting on the table for a while, and after 30s, it goes to sleep.

  • On iOS, with VoIP specific notifications, this normally happens less.

To improve this performance, the recipient can check the settings of his device, with these recommendations: procedure to follow if your devices do not display Olvid notifications when connected to a network.

With a bad data connection (roaming, antenna changes, bad bandwidth, etc.) it is less stable than regular GSM. And this is the case for all IP communications.

If these problems persist, we will be able to provide a better diagnosis after having taken knowledge of the specific environments and configurations of the devices and networks involved.

If the microphone doesn’t work

One of these solutions might help:

  • Make sure that the Olvid app is allowed to access the microphone by the OS.
  • Make sure that you have not muted the microphone during a call and that it has not remained muted.
  • Check if your microphone is working from another application. If it doesn’t work, you know that the problem is not related to Olvid.
  • If you have more than one microphone connected to your device, make sure you have selected the right one.

Get help from the manufacturer

iOS

Get help from Apple

For some issues specific to your iPhone or iPad, Apple or your mobile carrier can help you with your devices.

You can get help from Apple or your mobile carrier.

Android

Android flavors

Each manufacturer installs its own modified version of Android and sets it up as it pleases, with its own software and that of publishers with whom it has signed an agreement. The default system settings of these proprietary versions may prevent Olvid from working properly and will benefit from an adjusted setting for a better experience.

Get help from your device manufacturer

For some problems with your Android phone or tablet, the device manufacturer or mobile operator should help you about their modifications of Android and its specific operation.

You can get help from your device manufacturer or carrier.

Do not hesitate to share with us the right specific configuration needed for your device to work properly with Olvid. We can then share it with all its users.

Contact Olvid support

We are always available to help you find out what is preventing Olvid (and other apps) from working properly on your devices.

Contact Olvid Support to find answers to your questions about using Olvid, to report a bug or to suggest improvements and feedback.