Aircall Help Center | Why do my calls keep dropping?

Why do my calls keep dropping?

If your Aircall calls are disconnecting before you're ready to hang up, this article helps you identify which pattern matches what you're seeing, then sends you straight to the right fix. Dropped calls usually fall into one of a few distinct patterns, find yours below.

Identify your drop pattern

Symptom	Likely cause	Where to go
Calls drop after about 20 seconds of ringing or talk time	NAT timeout or firewall blocking media	Dropped calls caused by your network or device
Calls drop mid-conversation, with no consistent timing	Network instability, VPN, or app connection issue	Dropped calls caused by your network or device
Calls drop around the 20–60 minute mark	Mobile carrier session timer (on the caller's side)	Why do long calls drop on the caller's mobile phone?
Drops happen on the desktop app but not on mobile	Firewall port blocking or an outdated app	Firewalls, anti virus, and content blockers and VPN split tunneling
The app freezes, goes blank, or needs a force-quit	Desktop app losing its backend connection	Internet connection lost on the Aircall Workspace app
Works on a mobile hotspot but not on your office network	Corporate network or firewall configuration	Firewalls, anti virus, and content blockers

Tip: Not sure which row matches? Run a Network Diagnostics test first (Aircall Workspace > Settings > Network Diagnostics). Please see Network Diagnostics Panel for how to read the results, this can narrow things down before you pick a section above.

Still dropping after trying the linked article?

If you've worked through the relevant articles above and calls are still dropping, contact Aircall Support and have the following ready:

2–3 Call IDs (UUIDs) from dropped calls. Please see Collecting Call Examples (UUID/ID) for how to find these.
Which row above best matched your symptoms.
What you've already tried.
Whether the issue affects one user or the whole team.
Device type and OS (Windows, Mac, iOS, Android).
Your network setup (corporate network, VPN, Wi-Fi vs. wired).

Identify your drop pattern

Symptom	Likely cause	Where to go
Calls drop after about 20 seconds of ringing or talk time	NAT timeout or firewall blocking media	Dropped calls caused by your network or device
Calls drop mid-conversation, with no consistent timing	Network instability, VPN, or app connection issue	Dropped calls caused by your network or device
Calls drop around the 20–60 minute mark	Mobile carrier session timer (on the caller's side)	Why do long calls drop on the caller's mobile phone?
Drops happen on the desktop app but not on mobile	Firewall port blocking or an outdated app	Firewalls, anti virus, and content blockers and VPN split tunneling
The app freezes, goes blank, or needs a force-quit	Desktop app losing its backend connection	Internet connection lost on the Aircall Workspace app
Works on a mobile hotspot but not on your office network	Corporate network or firewall configuration	Firewalls, anti virus, and content blockers

Tip: Not sure which row matches? Run a Network Diagnostics test first (Aircall Workspace > Settings > Network Diagnostics). Please see Network Diagnostics Panel for how to read the results, this can narrow things down before you pick a section above.

Still dropping after trying the linked article?

If you've worked through the relevant articles above and calls are still dropping, contact Aircall Support and have the following ready:

2–3 Call IDs (UUIDs) from dropped calls. Please see Collecting Call Examples (UUID/ID) for how to find these.
Which row above best matched your symptoms.
What you've already tried.
Whether the issue affects one user or the whole team.
Device type and OS (Windows, Mac, iOS, Android).
Your network setup (corporate network, VPN, Wi-Fi vs. wired).