Troubleshooting

Common VMGateClient field issues and fixes.

Join code or profile problems

When creating a profile (chapter 04), the app validates the code with VMGateServer. Typical errors:

• Invalid or expired join code — wrong code, typo, or expired entry. Ask your administrator for a fresh code for the correct Network.
• This join code is already in another profile — that code is already saved on this phone. Open menu → Profiles and connect the existing profile, or ask for a new code if you are re-deploying.
• Cannot reach server — phone has no usable internet, or VMGate endpoints are blocked. Check mobile data or Wi‑Fi.

After a valid join code and Connect, the device appears under portal VMGateClients — there is no separate approve step. If the phone shows connected but the portal does not list the device, confirm the join code was for the network you are viewing.

To stop an enrolled device from taking traffic without deleting history, your administrator uses Unauthorize in the portal (VMGateServer manual chapter 04). Do not treat a new join code as the fix for an already-enrolled device unless your administrator is deliberately re-onboarding.

Connected but no calls

Check on the phone:

• Termination enabled is on.
• VMGateClient is the default phone app (Settings → Default apps → Phone app — chapter 03).
• The correct profile is active (menu → Profiles).
• VMGateServer: ✓ connected — not disconnected or reconnecting.
• Target SIM slot is Enabled, not in Cooldown, and not showing No dongle or No SIM.

Check in the portal: client status ready (not no_dongle or off), routing rules match your test destination, and the Customer trunk is sending traffic to the right network.

No audio

1. Reseat the USB board on the left port.
2. When prompted, tap Allow for the device from Startel International.
3. Confirm VMGate Audio is installed (chapter 03).
4. Tap AUTHORIZE USB DONGLE (CDC) on the main screen if shown, or open menu → Audio diagnostics and confirm the board is detected.
5. Confirm the board matches chapter 02 and is set up (chapter 07 if needed).
6. After an app OTA, update the USB board if release notes require it (chapter 07).

If a normal manual GSM call on the same SIM has no voice outside VMGate, suspect SIM or carrier issues first. If GSM voice works but VMGate calls do not, focus on the board, helper, and USB permission.

Offline or wrong status in portal

If VMGateClients shows the device offline or not ready:

• Open VMGateClient and wait for VMGateServer: ✓ connected.
• Confirm mobile data or Wi‑Fi — captive portals and strict VPNs can block the VMGate network link.
• Reboot the phone and reopen the app after network maintenance on the tenant side.
• Status no_dongle — connect the flashed board on the left port and grant USB permission (chapter 03).

A client can appear online but reject work when slots are disabled, in cooldown, or over portal policy caps — open client detail in the portal (VMGateServer manual chapter 05).

Update failures

Failed: … during OTA often means:

• APK not signed with the fleet release key — reinstall from portal Client QR Codes, then use CHECK FOR UPDATES again.
• Not enough storage — free space and retry (chapter 02).
• Active call in progress — end the call; updates pause during calls.

If the same version loops or install never finishes, note the displayed version and phone model, then contact Startel (chapter 09).