Horizon App not ringing? What is it doing?
- Ringing briefly, then dropping. The call registers in your missed calls list.
- Not Ringing at all. The call registers in your missed calls list.
Check the following:
1. Are you on Wi-fi? We'd normally suggest you would have your phone on Wi-fi for data usage reasons, but this will cause issues with the app. When on Wi-fi, your Horizon app is unable to communicate properly with the cloud server as your home router imposes traffic restrictions for unsolicited inbound traffic.
2. Have you checked your presence setting? Tap your initials at the top left of the screen, and check that your phone is marked as "Available"
3. Is your phone on DND or call forwarding mode? Tap the 3 Dots / Ellipsis icon towards the bottom right of your screen and tap "Settings". Check the following:
- Do not Disturb is toggled off
- Forward Calls is toggled off
Other troubleshooting steps / potential solutions
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Clear the Horizon Application Cache. On your phone, swipe down and tap the gear to enter Settings. Proceed to Apps > Horizon > Choose the option marked "Force Stop" (if available) to force quit the app.
- Still in the Horizon app page, Choose "Storage" and choose the option marked "Clear Cache". NOTE: If you choose "Clear data" you will need to re-enter your login details.
- Go back to Horizon app (re-enter your username and password if required). Your username is ext###@queenscrosshousing.co.uk (where ### is your 3 digit extension number) and copy/paste your password from the latest email you have from noreply@unlimitedhorizon.co.uk (you can request a password reset from ICT, the reset password feature from the app will NOT work)
- Re-accept all permission prompts if prompted (Choose Allow).
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Log out of / back into the app. Tap the 3 Dots / ellipsis button and tap "Sign Out"
Tap "Let's Go" to sign back in
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Restart your phone if it hasn't been restarted already. Try for a while and see how it behaves.
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If all else fails, contact ICT via the Helpdesk. We can discuss options and reload the app if necessary.