Zoom Mobile Issue

[JordiSLG]

I have a user experiencing some issues with accepting calls through Zoom mobile. They are having difficulty accepting calls through Zoom on the company cell phone and the Zoom pop up screen that displays when a call is coming in is also not showing up. 

In the Zoom mobile call history, there is also a message that says "The calling feature in this application has been disabled by your administrator." I've updated the application and restarted the device and for a while they can make/receive calls but then the issue starts again. I've matched the user's settings with someone else that isn't having any issues and the pop up still displays.

Any help is appreciated!

[Eliot]

hi @JordiSLG 

please check Zoom support article below.

Enabling Zoom Phone access on mobile apps

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[JordiSLG]

Hi @Eliot ,

I've checked to make sure all the settings are correctly applied but the issue still persists. 

Thanks for the reply. 

[Eliot · Accepted solution]

hi @JordiSLG 

i suggest opening a support ticket.

thanks,  eliot

[justinrash]

Is this an android cell phone?

If so, search in android settings for "notifications on lock screen".  Then select the option "Show conversations, default, and silent."  This will allow the call notification to come through on the lock screen.  By default, in Android this is disabled.

This enables the call notification to show on the lock screen.  Otherwise, it will just show a notification of an incoming call which you first have to click, then unlock the phone, then you can accept the call.

[JordiSLG]

Hey Justin,

Thanks for the reply. Yes, it was a Google Pixel phone and I had gone through the settings to make sure that Zoom had permissions to show content on lock screen. It still did not solve the issue.

I ended up just factory resetting both devices which solved my issue.