Apple iOS Support FAQ’s (Troubleshooting)

How do I download and set up TrustCall?
  1. For each TrustCall user, purchase TrustCall. Once your purchase is complete, you will be provided with an activation code for each TrustCall license.
  1. On your iPhone, download and install TrustCall from iTunes.
  2. Open TrustCall and accept the license agreement.
  3. On the Registration screen, enter the required credentials provided by KoolSpan: TrustCenter Domain URL, Username, and Activation Code.
  4. Tap Submit.
How do I place a TrustCall?

Open the TrustCall app. Navigate to the Contacts list, and tap the name of the contact to call. From the conversation view, tap the phone icon in the upper right corner

How do I navigate TrustCall?

The TrustCall menu displays application and navigation choices. Located at the bottom of the open TrustCall application, each menu item when tapped displays choices related to the selected icon. TrustCall menu choices are Favorites, Recents, Messages, Contacts, and Settings. Below is a list of each menu item and its function.

Favorites provides users the opportunity to add contacts to their favorites list. From this screen a contact’s screen can be utilized to place a call or send a message.

Recents provides users a view of their recent TrustCall log and allows for management of the TrustCall log. From this screen a TrustCall can be initiated to a recent contact.

Messages provides users a view of their recent TrustText log and allows for management of the TrustText log. From this screen a specific contact’s screen or a TrustText group’s message screen can be utilized.

Contacts lists all your TrustGroup contacts. From this screen a contact can be called, messaged, and/or added to Favorites and a specific contact’s screen can be utilized.

Settings this menu item allows users the ability to change TrustCall settings.

How do I send an encrypted TrustCall message?

Open the TrustCall app. Navigate to the Contacts list and tap the name of the contact. From the conversation view, type your message and tap Send.

How do I start a Group Message?

There are two ways to begin a group message:

  1. A TrustText group chat message can begin while in a one on one TrustText conversation. To do so follow the steps below:
    1. Tap the +
    2. Tap Add Members. All contacts in your TrustGroup will display.
    3. Select the contact(s) to be added to the TrustText group chat.
    4. Tap Add.
    5. Enter a conversation Topic. If a topic is not explicitly set, the list of names will be used as the topic.
    6. Press Save.
  2. Initiate a TrustText group chat from the TrustText screen. To do so follow the steps below:
    1. Tap the TrustText icon (speech bubble) at the bottom of the iOS screen. The TrustText screen will open displaying TrustText conversations.
    2. Tap the messages icon in the upper right corner of the iOS screen.
    3. Tap Add Members. All contacts in your TrustGroup will display.
    4. Select the contact(s) to be added to the TrustText group chat.
    5. Tap Add.
    6. Enter a conversation Topic. If a topic is not explicitly set, the list of names will be used as the topic.
    7. Press Save.
How do I edit Groups?

While in a TrustText group chat, several modifications can be made to the group chat. Tap the menu in the upper right corner to make modifications to the TrustText group chat. The modifications that can be done include:

  • Modify Group – Returns users to the Add Members screen. Here you can:
    • Add contacts/members to the group chat.
    • Delete a contacts/member by tapping the X
    • Add or change the Topic.
    • Don’t forget to tap Save to save all changes.
  • Clear Message History – A pop-up window will open and ask, Clear Message History. Tap OK and the history of the chat is deleted.
  • Leave Group – A pop-up asks if you would like to leave the group. If you leave the group, future TrustTexts on the group chat will no longer be sent to the iOS device, unless, you are added again. All messages prior to leaving the group chat will be preserved within the TrustText group chat. To leave the group tap OK.
How do I resend an undelivered text message?

Tap the undelivered message and slide from right to left, and then tap Resend.

How can I manage my secure message history?

There are three ways to delete TrustText messages in the TrustCall application. Once TrustTexts are deleted, they cannot be retrieved.

  1. Individual TrustTexts can be deleted or copied from within the TrustText chat screen. To access these options, tap and hold the speech bubble.
    1. Slide to the left the TrustText message speech bubble to be deleted then tap Delete.
    2. To copy, tap Copy and it will indicate “Copied to Clipboard.”
    3. To paste the copied message, double tap the message field and tap Send.
  2. Deleting TrustTexts conversations (includes two ways to delete):

Option 1

Deleting TrustText Conversations (Note:  This deletes all TrustText messages under the selected sent to or received from the selected contact name):

  1. On the TrustTexts screen select and slide to the left a contact’s name and/or TrustText group chat message.
  2. Tap Delete or Delete Group.
  3. The contact’s name and/or TrustText group chat message disappears along with all the TrustText messages.

Option 2

Deleting TrustText conversations (Note:  This deletes all TrustText messages sent to or received from the selected contact name):

  1. On the TrustTexts screen tap

A minus symbol appears by each contact’s name and/or TrustText group chat message.

  1. Tap the minus symbol by the contact name and/or TrustText group chat message to delete.
  2. To confirm, tap Delete or Delete Group.

The contact’s name disappears.

Note:  If a group is deleted, it is no long accessible and messages will no longer be delivered to the iOS device unless added to the group again. If added to the group again, only messages after re-entry into the group will display.

  1. Once complete, press Done.
How do I managed Favorites?

Adding Favorites

There are two ways to add an individual contact to your Favorites list:

Option 1

  1. Tap the Favorites A list of contacts will open
  2. Tap the star in the right upper corner of the Favorites screen.
  3. Tap the name of the contact that will be added to the Favorites list then tap Add.

Option 2

  1. Under Contacts, tap and hold a contact’s name.
  2. Tap Add to Favorites.

Once added the contact will show in the Favorites list.

 

Removing Favorites

There are two ways to remove an individual contact from your Favorites list:

Option 1

  1. On the Favorites screen, tap Edit.
  2. Tap the minus icon beside the contact’s name.
  3. Tap Remove from Favorites.

Option 2

  1. Tap the contact’s name and slide to the left.

To clear all Favorites, tap Edit then tap Clear. All Favorites will be removed.

How can I test if TrustCall is working?

Test Connectivity will verify TrustCall has access to all of the settings and servers required to use TrustCall.

Test Connectivity allows users to test TrustCall settings. When utilized the application will execute a series of test on all the settings (e.g., microphone, TrustGroups, push notifications, etc.) listed on the Test Settings screen.

  1. Tap Test Connectivity then tap Start Test.
    1. Once testing is completing each setting will indicated PASSED or FAILED. If a setting fails, contact your TrustCall administrator.
  1. Tap < Settings to return to the Settings
How does Recents work?

Tap the Recents icon in the lower left corner of the screen. The Recents screen shows both, incoming and outgoing calls and connected and missed calls.

How to delete Recents

There are two ways to delete individual TrustCalls that display on your Recent Calls screen:

  • Place your finger on a call in the call log and slide to the left then tap the Delete button or
  • Tap Edit in the upper left corner of the Recent Calls screen, tap the call then tap the Delete

To delete all Recent Calls, tap Edit in the upper left of the Recent Calls log screen, tap Clear then tap Delete to delete all recent calls. This will clear all Recent Calls from the log leaving a blank screen.

By the time I answer a TrustCall, the call invitation has timed out. Can I change the amount of time I have to answer TrustCall?

Yes, you can configure the number of seconds allowed before the TrustCall invitation times out in Telephony settings.

  1. From the TrustCall app, tap Options.
  2. From the Options menu, tap Telephony Settings.
  3. In the Call Invitation Timeout (seconds) field, enter the number of seconds to allow an invitation to run. The default setting is 100 seconds.
The network in my area is not strong, and my TrustCalls have poor audio quality. Is there a solution to this issue?

Yes, TrustCall can be configured to operate in Low Bandwidth Mode.

  1. From the TrustCall app, tap Options.
  2. From the Options menu, tap Audio Codec Settings.
  3. Tap Normal and then from the drop-down menu, select Low Bandwidth Mode.
  4. Select the Low Bandwidth Mode
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