User guides

When a call doesn't get through

Who it's for: the family administrator and other family members, when your loved one's device doesn't ring, the call doesn't connect or there is no sound. Go through the points in order.

Steps

  1. See what the app tells you

    The top of Home shows your loved one's status, for example Online, Signed in or Away, as well as the battery level of their device. On the Device tab you can see whether the device is Online and when it was last seen.

  2. Device is offline

    If the screen says Device is offline when you call, your loved one's device is not connected to the service. Check that the device is switched on and charged, that its network connection works and that the Vieressa app is open.

  3. The user is not signed in

    If the screen says The user is not signed in, your loved one's device has been signed out. Get a new code on the Family page by pressing Device code and sign the device in via I have an activation code, as in the guide Prepare your loved one's device.

  4. The battery is low

    If the Device tab says The device will shut down soon. Calls will not get through., plug the device into its charger. It is best to keep the device on charge whenever possible or to charge it regularly.

  5. The device doesn't ring when the screen is locked

    Allow Vieressa full screen notifications: Settings → Apps → ⋮ → Special access → Full screen notifications (Samsung). Also check that Vieressa's notifications are allowed under Settings → Apps → Vieressa → Notifications.

  6. The app closes in the background

    If the device closes Vieressa to save power, calls will not ring. Under Settings → Apps → Vieressa → Battery, choose the option that lets the app run without restrictions (for example Unrestricted on Samsung).

  7. There is no sound

    Adjust the sound with the device's side buttons and the speaker button in the bottom left corner of the Vieressa screen. If the button is red, the sound is muted. During a call, the volume and microphone are under the yellow More button.

  8. Your own camera or microphone doesn't work

    If your own device shows Camera or microphone blocked, allow the camera and microphone in the browser or phone settings and try again. On a computer, use the Chrome or Edge browser.

  9. User is busy

    The text User is busy means that your loved one is already on another call. Call again in a little while.

  10. If the problem continues

    Write to tuki@vieressa.fi. Tell us when the problem happened, what the screen said and which devices you were using.

How you know it worked: a test call from your own app makes your loved one's device ring, and you can hear and see each other.