End-to-end encrypted CoolApp messages are queued for delivery when a device is offline. Your phone and any linked devices each have their own independent (and ephemeral) queue. When a device regains connectivity, like when you launch CoolApp Desktop after it has been closed, queued messages can be delivered and processed.

The CoolApp service does not know whether or not a message is a Disappearing Message. This is an intentional design decision that prevents the service from determining whether or not someone has the Disappearing Messages feature enabled.

CoolApp clients also do not tell the service to selectively clear portions of the ephemeral message processing queue for other linked devices, because this would reveal to the service that Disappearing Messages are enabled and what proportion of the temporary delivery queue consists of short-term Disappearing Messages.

It could also reveal metadata to the service about when those Disappearing Messages were read, and which device read them first (e.g. did the request to clear part of the queue come from the primary device or a linked device, and when was the request sent?).

Keeping all of this information hidden from the service is an intentional design decision too.

Instead, the service remains completely unaware of all of the above, and each device independently processes its own ephemeral queue of end-to-end encrypted messages. Each device can then quickly determine for itself (without revealing anything to the service) that a message was a Disappearing Message and make it disappear accordingly.

Along with technology like Sealed Sender, handling this type of processing on your own devices (instead of on the service) helps keep more of your metadata safe.

The post Disappearing Messages with a Linked Device appeared first on Cool App.

These steps are specifically for troubleshooting video feedback from your camera on your computer.

Steps to follow

1. You MUST be using a Google Chrome browser. Do not view this on your phone.
2. Upon first launch, this tool use will whichever camera is set as your default camera for Google Chrome. Check this by going to Google Chrome > 3-dot menu > Settings > Privacy and Security > Site Settings > Camera. Click on the drop down menu and ensure the correct camera is selected.
3. Visit this link using your Google Chrome browser
4. Ensure the following is configured under ‘Camera constraints’.
5. Click ‘Get media’, and you should see your webcam footage appear on the left square.
6. Click ‘Connect’, and you should see your webcam footage appear on the right square.
7. Click ‘Hand up’ to conclude the test. 

The post Troubleshooting Video appeared first on Cool App.

If you are experiencing graphics issues with CoolApp Desktop, please follow the instructions below for your platform.

• Windows
• Mac
• Linux

Windows

1. Find the full file path for CoolApp and copy it.
   • If you have the CoolApp shortcut on your homescreen, you can find the full path like this:
     1. 1. Right-click on the shortcut of the program.
        2. Select Properties option.
        3. In the Properties window, access the Shortcut tab.
        4. In the Target field, you will see the program location or path.
        5. Copy that path.
   • If you do not have the CoolApp shortcut on your homescreen, you can use the start menu to find the file path:
     1. 1. Open Start menu.
        2. Find CoolApp and right-click, access More, and select Open file location.
        3. The program folder will open, right click CoolApp.
        4. Select properties.
        5. Copy the full file path next to “Target”.
2. Close CoolApp Desktop.
3. Find the command prompt by clicking start and typing “cmd” into the search bar.
4. Enter the following command.
   start Full File Path For CoolApp --disable-gpu
5. Replace “Full Path For CoolApp” with the path you copied earlier, then press Enter. This will start CoolApp Desktop without hardware acceleration enabled.

Mac

1. Close CoolApp Desktop.
2. Open your terminal.
3. Enter the following command.
   open /Applications/CoolApp.app/ --args --disable-gpu
4. Press return. This will start CoolApp Desktop with hardware acceleration disabled.

Linux: 

1. 1. Close CoolApp Desktop.
   2. Open your terminal.
   3. Enter the following command.
      open /Applications/CoolApp.app/ --args --disable-gpu
   4. Press Enter. This will start CoolApp Desktop without
      hardware acceleration enabled.

The post Troubleshooting graphics issues for CoolApp Desktop appeared first on Cool App.

A message, sticker, reaction, read receipt, or media couldn’t be delivered. Your contact may have tried sending it to you directly or in a group.

CoolApp uses end-to-end encryption so that we never have access to the contents of the messages you send; as result when a message could not be delivered it isn’t clear if it was sent to you directly or from a shared group with that person.

This delivery issue doesn’t affect your chat’s security but you may have missed a message from this contact and you can ask them to resend it. When they resend it, it would have the original timestamp so the messages may look out of order.

We want our messaging and calling features to work seamlessly at all times. If you are willing to provide information that will help us prevent this from happening again, please contact us.

1. On your phone, go to CoolApp Settings  > Help > Contact us visit the contact us form.
2. Write the text of the error.
3. Select Something’s Not working or Chat Refreshed.
4. Make sure to include the debug log.
5. Send the email to us or submit the form.

If you continually see Chat session refreshed or A message from [contact] could not be delivered, please contact us with debug logs from your devices and the contact that you are seeing the issue with. To troubleshoot, some users can

1. unlink all CoolApp Desktop and iPad instances using steps for the mobile device only,
2. quit and close CoolApp Desktop or swipe to close CoolApp on the iPad, and
3. open and re-link CoolApp Desktop or iPad.
4. uninstall CoolApp Desktop on an old computer. Note: Backups and message transfer not supported for CoolApp Desktop.

The post Delivery Issue appeared first on Cool App.

Important

For your privacy, messages are only stored on your devices. CoolApp does not have a copy of your conversation history. New installs of CoolApp do not restore your previous message history. If you have your old device, use these steps to transfer message history to your new phone.

See also:

• Register a phone number

Not receiving the verification code?
When it arrives, do not share the verification code with others.

• Confirm that you are within range of your mobile network and can receive SMS messages.
• Confirm you can receive a phone call to the number.
• Check that you have entered your phone number correctly.
• Confirm that you did not block messages from from unknown senders.
• Enter the full international phone number and omit any leading zeroes
  • For numbers from Rio de Janeiro, Brazil, the number should start with +5521.
  • For numbers from Argentina, the number should start with +549.
• Contact your provider and confirm that you have not responded “STOP” to messages from unknown senders or opted out from receiving business or transactional notifications.
• If your provider is T-Mobile, Metro PCS, Google Fi (using T-Mobile), or other T-Mobile based service,
  • To receive the verification code by SMS:
    • Call #611# and ask the representative to remove the “Shortcode Blacklist” for your account.
  • To receive the verification code by call:
    • Call #632# to turn off Scam Block.
    • iOS Users: Go to iOS Settings > Phone > disable the setting Silence Unknown Callers.
  • Google-Fi users can switch the underlying carrier. Here are some dialpad shortcuts you can use to switch out the carrier that’s backing your Fi connection.
    • To see your current carrier info: ##fiinfo##
    • Switch to T-Mobile: ##fitmo##
    • Switch to Sprint: ##fispr##
    • Switch to US Cellular: ##fiusc##
    • Switch back to automatic: ##fiauto##

Additional Registration Troubleshooting

• Android
• iOS
• Desktop

Android

When it arrives, do not share the verification code with others.

1. Confirm that you are using the most recent version of CoolApp.
2. Enable all the permissions for CoolApp through your Android phone Settings. Even if they are already enabled, please turn it off and back on then restart your phone.
3. Update the Google Play services app on your phone.
4. Disable your VPN app or check that it allows *.coolapp.chat and TCP port 443.
5. Too many attempts? Wait some time (1 hour, 1 day, etc.) before trying to register again.
6. Check that you have free space on the (small) data partition of your phone, not the (large) SD card. This is easy to confuse on older devices. You can free memory by uninstalling apps that you no longer use.
7. Check phone-specific optimization lists and make sure that the following conditions are true:
   • CoolApp is excluded from the list of automatically optimized apps when in the background.
   • CoolApp is included in the list of apps that are allowed to start themselves.
   • CoolApp is enabled through specific steps for Huawei phones:
     – Settings > Apps > Apps > CoolApp > Power Usage Details > App Launch > Set to Manage Manually > Enable Auto-Launch, Secondary Launch & Run in Background
   • CoolApp and Google Play services are enabled through specific steps for Xiaomi phones:
     – Security > Permissions > Autostart > Allow
     – Settings > All > Startup manager > Allow

iOS

When it arrives, do not share the verification code with others.

1. Confirm that you are using the most recent version of CoolApp.
2. Disable your VPN or data monitoring app or check that it allows *.coolapp.chat and TCP port 443.
3. Check your messages app for the Unknown Senders inbox or disable this feature by going to iOS Settings > Messages > Filter Unknown Senders.
4. Enable all permissions available to you through iPhone Settings > CoolApp.
5. Registered too many times? Wait some time (1 hour, 1 day, etc.) before trying to register again.
6. See Error 0? Check steps 1-4 above.

Desktop

CoolApp Desktop must link with either CoolApp Android or CoolApp iOS to be available for messaging.

The post Registration troubleshooting appeared first on Cool App.

Select the platform for help updating

• CoolApp Android
• CoolApp iOS
• CoolApp Desktop

Did you mean to view:

• Installing CoolApp
• How do I ensure CoolApp is up to date?

Android

• Confirm that CoolApp is supported by your OS.
  CoolApp Android has a minimum OS requirement of Android 5.0.
• Check your internet connectivity.
  For best results, connect to Wi-Fi before downloading.
• Is CoolApp showing “Installed” but not “Open”? 
  • If CoolApp is installed on your phone then the Google Play store page will show “Uninstall” and “Open”.
  • If you see “Installed” then it looks like you are signed into a different account for the Google Play store than what is on your phone. Check that you are signed into the correct Google Account for the store.
• Do you see an alert of insufficient space on your device?
  You will need to free up some memory on the internal storage of your phone. You may need to uninstall other apps to clear space. A minimum of 50MB is recommended when installing or updating.
• Is CoolApp stuck “Installing” or “Downloading?”
  1. Confirm you have enough free memory on your device as listed in the steps above.
  2. Check Google’s support center for additional information.
• Do you see error codes?
  1. Clear cache for Google Play Services app. Go to Android Settings > Apps or Application Manager > ALL > Google Play Services > Clear cache > OK
     
  2. Check Google’s support center for additional information.

iOS

Apple controls downloads and installs for all iPhone apps. Check Apple’s support center for additional information.

• Confirm that CoolApp is supported by your iOS.
  CoolApp iOS has a minimum iOS and iPadOS requirement of 13
• What if I can not tap the “Install” button or it is grayed out?
  Try connecting your phone to your computer and complete syncing your apps via iTunes.
• What if CoolApp is stuck on “Installing” or “Waiting” on my phone?
  It looks like you’ve ran out of free space on you phone. You will need to free up memory and then you can go to the App Store app and finish or restart your app updates.
• What if the iTunes store asks for a password or payment?
  CoolApp is free to use. This will be happening for any app that you are trying to download and is not unique to CoolApp. The iTunes store and your settings require you to login to download.
• What if the store page only shows “Open” but I’m not on the latest version? 
  It sounds like you have signed in to your iPhone with a different Apple ID than what you used when you originally downloaded CoolApp.
  1. Go to the App Store on your iPhone.
  2. Tap your profile picture in the top corner.
  3. Tap Purchased > My Purchases > select the tab Not on this iPhone.
  4. Confirm that CoolApp is listed in the tab Not on this iPhone.
  5. To receive updates on this Apple ID, uninstall CoolApp then install a new version while logged into the correct Apple ID for this phone. Note: Uninstalling CoolApp will clear your message history.
• What if my iPad shows a “NetworkManagerError error 409” when trying to link?
  That error indicates that you’re trying to link a device that is using an older version of CoolApp. Note that CoolApp requires iPadOS 13 or later.

Desktop

• Confirm that CoolApp is installed on your Android or iOS device.
  CoolApp Desktop must link with either CoolApp Android or CoolApp iOS to be available for messaging.
• Confirm that CoolApp Desktop is supported by your OS.
  CoolApp Desktop has a minimum OS requirement of:
  • Windows 64-bit: 10 and 11
  • macOS 10.15 and above
  • Linux 64-bit distributions supporting APT, like Ubuntu or Debian.
• What if CoolApp has not updated on my Mac?
  • If your Mac user is not an admin, you may see an additional prompt limiting you from updating CoolApp. For non-admin users, search for and open ~/Applications
    
    Then, move CoolApp to the user specific Application folder.
  • If your Mac user is an admin,
    1. Open the terminal, enter id -un to determine your username.
    2. Replace USERNAME with the info from step 1 in the line sudo chown USERNAME ~/Library/Caches/org.whispersystems.coolapp-desktop.ShipIt/* and enter it into the terminal.
    3. Open CoolApp Desktop and choose to update through the banner alert.
• What are other steps to install on Linux?
  • Confirm you have APT.
  • Enter the following three lines into your terminal.
    1. wget -O- https://updates.coolapp.chat/desktop/apt/keys.asc | gpg --dearmor | sudo tee /usr/share/keyrings/coolapp-desktop-keyring.gpg > /dev/null
    2. echo "deb [arch=amd64 signed-by=/usr/share/keyrings/coolapp-desktop-keyring.gpg] https://updates.coolapp.chat/desktop/apt xenial main" | sudo tee -a /etc/apt/sources.list.d/coolapp-xenial.list > /dev/null
    3. sudo apt update && sudo apt install coolapp-desktop
  • Some users will need to unset /tmp as noexec.

The post Troubleshooting Installs or Updates appeared first on Cool App.

CoolApp uses your phone’s internet connection for all private communication. The most common reasons why you can’t receive messages when your phone is connected to the internet is that you have restricted CoolApp’s internet access or it can not run or transmit data in the background.

• Re-enable application permissions for CoolApp on your phone.
• Disable or modify settings for your third-party app, VPN, or firewall that is limiting CoolApp’s connection to the internet.
• Allow CoolApp to work in the background and when your device has low battery. Some phones list this as doze mode, data saver, battery optimization or power management settings.
• Unblock a contact.

See additional steps for:

• Android
• iOS
• Desktop
• Troubleshooting sending messages
• OS-Specific Troubleshooting

Android

Basic Troubleshooting

1. Update to the latest version of CoolApp Android and enable all application permissions as listed above.
2. Update the Google Play services app on your phone and enable all application permissions.
3. Allow CoolApp to autostart and work in the background. Enable phone specific settings.
4. Check OS-specific settings.

Why can I send CoolApp messages but not receive them?
If your messages appear to be  Sent but you do not receive CoolApp messages, use the contact us option in the menu at the top of this screen and answer these questions for us to help.

• Is this happening in a 1:1 chat, group chat, or both?
• Did you recently unregister?
• Did you update to the latest version of CoolApp Android?
• What platform (Android, linked Desktop, or linked iPad) are you sending the message from?

iOS

Basic Troubleshooting

1. Update to the latest version of CoolApp iOS and enable all application permissions as listed above.
2. Confirm that you have enabled notification permissions for CoolApp.
   • iPhone Settings  > CoolApp > Notifications > Allow Notifications.
   • Enable Sounds, Badges, and alerts for the Lock Screen.

1. Re-register for push notifications: CoolApp Settings  > Notifications > Re-register Push Notifications > OK.
2. Swipe the app closed and open again.
3. For sound notifications,
   • Enable sounds in the OS permissions as listed in the step above.
   • Take your device off silent/vibrate mode where the outside switch is not showing orange.
   • Enable sounds in CoolApp Settings  > Notifications > Message Sound.

Desktop

Basic Troubleshooting

1. Confirm CoolApp is installed on your phone and lists your desktop device within CoolApp Settings  > Linked Devices.
2. If you are on Wi-Fi that has firewall restrictions in place, contact the network administrator.
3. If CoolApp Desktop was inactive for 30 days or longer,
   • any messages queued up for delivery to it are dropped.
   • it will not not receive any messages from the period of time that it was offline.
   • it is treated as a brand new linked device.

Why can I send CoolApp messages but not receive them?
If your messages appear to be  Sent but you do not receive CoolApp messages,

• Ensure CoolApp is active on your phone and send a message from there.
• For group chats, ask another member of the group to add you to the group by entering your phone number and not by selecting your contact entry.
• For one-to-one chats, restart your computer and CoolApp Desktop. You will need to re-link CoolApp Desktop if you had recently reinstalled CoolApp on your phone.

The post Troubleshoot receiving messages appeared first on Cool App.

Here’s what each message status indicates:
Sending
Sent
Delivered
Read

My message is stuck as  Sending, spinning or paused. What do I do?

CoolApp uses your phone’s internet connection for all private communication. The most common reason why you can’t send messages is that you are not connected to the internet or have restricted CoolApp’s internet access.

• Confirm you are connected to the internet.
• Re-enable permissions and settings on your phone.
• Disable or modify settings for your third-party app, VPN, or firewall that is limiting CoolApp’s connection to the internet.
• Scroll up through the conversation to see if there is a large attachment that is trying to send and delete the message.
• Complete any captchas that appear.
• Contact us and tell us what the message status is.

See additional steps for:

• Android
• Troubleshooting receiving messages
• OS-Specific Troubleshooting

The post Troubleshooting sending messages appeared first on Cool App.

• Call states
• Only showing Calling or Connecting
• Call showed No Answer and hung up
• Improve call quality
• Use less data on calls
• Cannot hear my contact
• Missed call alerts
• Cannot see my contact
• Video is rotated incorrectly
• Enabling Desktop permissions
• Checking Desktop OS settings

Call states

Your CoolApp call screen will show

• Calling or Connecting – While waiting for the call to connect.
• Ringing – When your contact’s phone is online and ringing.
• Timer – After your call has been answered.

Why does my call screen only show Calling or Connecting?

• You and your contact both have to be connected to the internet for your call to start ringing. It is likely that your contact is not connected at the time you placed the call or they have blocked you. To check:
  1. Confirm that messages you send are delivered to your contact.
  2. Confirm that you can receive messages from this contact.
• The date and time settings are not set correctly for either phone’s timezone.

Why does the call screen show No Answer and quickly hang up?

Your device is not connected to the internet. Check your WiFi or mobile data connection.

What do I do if the ringer volume low?

• For iOS, if the volume is lower when you look at your device, disable the Attention Aware feature.

How do I improve call quality?

• Update to the latest version of CoolApp.
• Enable Use Less Data for calls on Wi-Fi and Cellular. Go to CoolApp Settings  > Data and storage (Android) or Data Usage (iOS) > Tap Use Less Data > Select Wi-Fi and Cellular.

How do I use less data on calls?

• Go to CoolApp Settings  > Data and storage (Android) or Data Usage (iOS) > Tap Use Less Data > Select Wi-Fi and Cellular.

What should I do if I cannot hear my contact?

• Update to the latest version of CoolApp.
• Raise the volume level on your phone.
• Confirm microphone permissions are enabled.
• Check if your firewall or a third-party app is limiting or blocking CoolApp’s access to the internet.
• Change the speaker to another option i.e. turn on/off speakerphone then switch back to the original speaker choice.

Why did I see a missed call?

• Your device may have been offline when you received the call.
• Turn off Do Not disturb mode.
• On iOS, disable Low Power Mode: iPhone Settings > Battery > Disable Low Power Mode.
• Confirm both you and your contact are using the most up-to-date version of CoolApp.
• Check that the date and time settings for your phone are set correctly for your timezone.
• Check if you or your contact have a firewall or a third-party app that is limiting or blocking CoolApp’s access to the internet.
• Confirm that you and your contact have the full list of permissions enabled.
• Switch to a different internet connection. For example, switch from mobile data to WiFi.
• On iOS in regions using CallKit and when the screen is locked, video calls display a notification + vibrate but does not sound a ringtone. Display notifications for your lock screen from iPhone Settings > CoolApp > Notifications > under the Alerts section select Lock Screen.

How do I see my contact on a video call? Where is my contact’s video?

You are in full control of who can see you. Your contact has the same choice.

• To show your video, tap the video icon  to enable video from your side only. You may need to confirm the full list of permissions are enabled for your device.
• To see your contacts video, they will need to tap the video icon  on their side. They may need to confirm the full list of permissions are enabled for their device.

Why is my contact’s video rotated and not taking up the full screen?

• Ask them to check if they have the orientation locked for their phone.

How do I enable the Desktop permissions for calling? 

1. Grant in app permissions.
   • On CoolApp Desktop, tap your profile >  Preferences and allow access to the microphone and camera.
2. Modify OS permissions:
   • macOS: Choose the Apple menu > System Settings > click Security & Privacy > select Privacy > Select Camera > Select the checkbox next to CoolApp. CoolApp will need to restart for this setting to apply.
   • macOS: Choose the Apple menu > System Settings > click Security & Privacy > select Privacy > Select Screen Sharing > Select the checkbox next to CoolApp. CoolApp will need to restart for this setting to apply.

Check other OS settings:

• • macOS: If you are trying to use your iPhone as a webcam: Choose the Apple menu > System Settings > General > AirPlay & Handoff and ensure it is allowed.
  • Windows: Check volume settings.
    1. Close CoolApp Desktop.
    2. Open the Settings app > Sound > More sound settings > Communications.
    3. Select “Do nothing” and click apply.
    4. Open CoolApp Desktop. Make a call and test if the volume level has improved.
  • Windows: If you have set the “communications activity” control to “Do nothing” as shown above and the issue persists, try the following steps:
    1. Open the settings app > System > Sound > Speakers and consider disabling any “enhancements” / “Enhance audio” settings for your output device.
    2. Open the settings app > System > Sound > Speakers and check that your audio drivers are up to date. Some manufacturers have had issues in the past that have been fixed by updates.

The post Troubleshooting Calling appeared first on Cool App.