Issue

When calling another Glacier user, the call fails with message:

<aside> ⚠️ Your call could not be connected. Please make sure the other user(s) has opened Glacier at least once after logging in.

</aside>

Resolution

This message occurs when Glacier doesn’t have an active token for the receiving party. A token is generated each time a user logs in as well as each time the device reconnects to the internet.

Android Users

  1. Tap your Avatar from the main menu.
  2. Tap Change Status from the Actions menu
  3. Tap Offline
  4. Tap Online

altOS Users

Have your admin verify your container is not “Google Free”. A Google Free container will disable Google’s FireCloud Messaging Service (FCM).

FCM sends notifications to users about incoming calls, missed calls, or messages. This ensures users are promptly alerted even if the app is not actively running in the foreground.

FCM delivers critical call-related data such as call requests, call statuses, or updates to the user’s device. This is essential for setting up and maintaining the call connection.

Google Free altOS policy

Google Free altOS policy

iOS Users

  1. Open the Glacier app
  2. Swipe up from the bottom of the screen and pause in the middle of the screen.