FAQ

ComCube Support

Find practical guidance for connecting, using and troubleshooting your ComCube host and app.

Network connection

Why does the app say the community cannot be found when I use a wired connection?

First, confirm that the host ID was entered correctly. If it is correct, restart the host, ensure its indicator light is on, wait 2–3 minutes, then try again.

  1. Reconnect the network cable and power supply. Use a router LAN port and ensure all connections are secure.
  2. Test the router with a laptop to confirm that websites load normally.
  3. Check whether device-access restrictions are enabled on the network.
  4. Confirm that DHCP is enabled so the host can automatically receive an IP address.
Why does the app say the ComCube host cannot be found when I use a SIM card?

Confirm the host ID first. If it is correct, restart the host and wait 2–3 minutes.

  1. Check that the SIM card has credit and no PIN lock.
  2. Try another compatible SIM card.
  3. Make sure both antennas on the back of the host are securely tightened.
  4. If the issue continues, contact support; an operator network, firewall or domain-name restriction may be involved.
Why does a SIM card inserted while the host is powered on fail to connect?

The host does not detect a newly inserted SIM card while it is powered on. Restart the host, then allow 2–3 minutes for the connection to establish.

Account and verification

Why does login say that my mobile number is not registered?
  1. Confirm that you are connecting to the intended host and that its host ID is correct.
  2. Check whether the administrator has completed registration or added you as a member.
  3. If registration is allowed, select Register Account on the login page, enter your mobile number, then register and sign in.
  4. If registration is not allowed, ask the administrator to add you as a member.
Why am I not receiving a verification SMS?
  1. Check that the host is online.
  2. Request a new verification code.
  3. Close and reopen the ComCube app, then request the code again.
  4. Confirm that the country code is correct and that your phone can receive other SMS messages.
How do virtual accounts work?

Only the account holder can bind a mobile number. Binding enables verification-code recovery if the password is forgotten. Virtual-account users sign in using verification codes.

App and calls

Why does the ComCube app crash?

Confirm that you are running the latest ComCube app and host firmware. Older versions can create compatibility issues.

Why is there interference during calls?

Try calls with different terminals in different locations. If every user is affected, move the host away from possible sources of interference. If only some users are affected, change the terminal calling environment. Contact support if device compatibility may be involved.

Why do I hear an echo during a call?

An enclosed calling environment can cause echo. Change the calling environment. If the issue remains, contact support to check device compatibility.

Why are calls delayed or stuttering?

This is usually caused by poor or fluctuating network conditions at the host or terminal. Wait for the network to stabilize or switch networks. For calls lasting over one hour, restarting the call may resolve increasing delay.

Files and support

Why can I send text but not files or videos?
  1. Restart the host.
  2. Rename the file, check its permissions and try sending a new file.
  3. Switch the sender and receiver to determine whether the issue follows one side.
  4. Try another network, such as Wi-Fi or mobile data.

If the issue continues, contact support with the host ID, host firmware version, app version, device model, operating-system version, network type and a detailed description of the issue.