Troubleshooting Connection Issues with the Cloze Call and Text Sync App for iOS

1. Out-of-date software
2. USB connection issues 
3. Wi-Fi Connection issues 

Start here: We recommend using the built-in diagnostics tool to troubleshoot any connectivity issues. 

Below you will find a list of troubleshooting items to review. Please follow these in order so each item can be ruled out. 

Out-of-date software

Before proceeding to USB or Wi-Fi connection issues, make sure that iTunes is up to date. If your phone recently updated to a new iOS version this is especially important. 

• macOS: Upgrade to the latest version of macOS
• Windows: Download the latest iTunes version for Windows

USB connection issues 

It's best to first ensure that your device can connect to Cloze via a USB cable connection, before troubleshooting a Wi-Fi connection.

• Windows
• Mac

We also recommend Apple's article about iTunes connection issues. Fixing iTunes's connection will also fix any Cloze Call and Text Sync app connection issues: https://support.apple.com/sl-si/HT204095

Wi-Fi Connection issues 

1. Use the built-in WiFi diagnostics tool to troubleshoot your connection. 
2. Check to make sure your iPhone and Computer are on the same Wi-Fi network.
   • To sync, your iPhone must be on the same Wi-Fi network as your computer
3. Switch your iPhone's Wi-Fi off, then back on.
   
   • After your iPhone reconnects to Wi-Fi, make sure it is on the same network as your computer. 
4. Restart your computer and iPhone
   • Restart both your computer and your iPhone and try syncing again. 
5. Restart your Wi-Fi router.
6. If a VPN is configured on your iPhone, you may have to disable it: Settings > VPN
7. If your iPhone does not connect to the Cloze Call and Text Sync app via Wi-Fi, your firewall may interfere. Below are instructions on how to troubleshoot both macOS and Windows firewall issues.

Firewall issues

• macOS firewall
• Windows firewall

Sync is complete but there are 0 texts and 0 calls

1. Reboot both the phone and device
2. With the phone connected to your computer via cable, go to the Cloze Call and Text Sync app and select Advanced->Resync device:

3. If that doesn't work, try these same steps using a different cable.
4. If that still does not work, send logs to support@cloze.com