Troubleshooting Guide

Solutions to common issues you may encounter while using Landline.

Connection Issues

Cannot connect to server

Symptoms: Login fails, "Connection error" message, position grid doesn't load

Solutions:

1. Check your internet connection
2. Verify the server is online (check with your ARTCC)
3. Try restarting Landline
4. Check if your firewall is blocking the application

Calls don't connect

Symptoms: Dialing tone plays but call never connects, times out

Solutions:

1. Verify the target position is actually online (highlighted border)
2. Ask the other controller if they see the incoming call
3. Check if your firewall allows WebRTC traffic
4. Try using a different network (mobile hotspot as test)

Connection drops during calls

Symptoms: Audio cuts out mid-call, call ends unexpectedly

Solutions:

1. Check for network instability (run a ping test)
2. Close bandwidth-heavy applications (streaming, downloads)
3. If on WiFi, move closer to your router or use ethernet
4. Contact your ARTCC's tech team if issue persists

Audio Issues

No audio (can't hear or be heard)

Solutions:

1. Open Settings and verify correct audio devices are selected
2. Check that your microphone isn't muted (both in Landline and system)
3. Test your microphone in Windows Sound Settings
4. Ensure no other application is exclusively using your microphone
5. Try restarting Landline

Echo or feedback

Symptoms: Other party hears their own voice echoed back

Solutions:

1. Use a headset instead of speakers
2. Lower your speaker volume
3. Position microphone away from speakers
4. Enable echo cancellation in Windows sound settings

Audio quality is poor

Symptoms: Choppy audio, static, robot voice

Solutions:

1. Check your network connection speed and stability
2. Close other applications using bandwidth
3. Ensure your audio devices are properly connected
4. Update your audio drivers

Wrong audio device

Solutions:

1. Click the gear icon to open Settings
2. Select the correct Input (microphone) device
3. Select the correct Output (speaker/headphone) device
4. Changes apply immediately

Login Issues

Cannot log in

Solutions:

1. Verify your VATSIM CID is correct
2. Check that you're connected to VATSIM (or use Training Mode)
3. Ensure your position matches a configured Landline position
4. Contact your FE if your position isn't recognized

Position not recognized

Symptoms: "Position not found" or similar error

Solutions:

1. Verify you're connected to the correct VATSIM position
2. Check with your FE that the position is configured in Landline
3. Use Training Mode for testing

Application Issues

Application won't start

Solutions:

1. Run as Administrator
2. Check Windows Event Viewer for errors
3. Reinstall Landline
4. Verify Windows 10/11 64-bit requirement

Application crashes

Solutions:

1. Update to the latest version
2. Check for Windows updates
3. Disable any conflicting overlay software (Discord overlay, etc.)
4. Report the crash with details to the development team

Window is off-screen

Symptoms: Landline opens but can't see the window

Solutions:

1. Press Win + Shift + Left/Right Arrow to move between monitors
2. Right-click Landline in taskbar → Move → use arrow keys
3. Delete settings file and restart (resets window position)

Call Features

Transfer not working

Symptoms: Transfer button doesn't appear or transfer fails

Solutions:

1. Transfers only work on 2-party calls (not conferences)
2. Verify the target position is online
3. Check that the call is active (not on hold)

Cannot merge calls

Solutions:

1. You need an active call AND a pending call to merge
2. Maximum conference size is 3 participants
3. Ensure the pending call hasn't timed out

Hold/Resume not working

Solutions:

1. Hold is not available for Override or Monitor calls
2. For conferences, hold affects all participants
3. If stuck, try ending and re-establishing the call

Getting Help

If you've tried the above solutions and still have issues:

1. Check the FAQ - Your question may already be answered
2. Contact your ARTCC tech team - They may be aware of ongoing issues
3. Gather information - Note the exact error message, steps to reproduce, and your system specs
4. Report the issue - Submit a bug report through the beta portal