Troubleshooting for IOS | Bria keeps logging out

Checklist to run through when a Bria user account keeps logging out after being idle

1. Update Bria to latest version
   Ensure latest Bria version is installed, older versions may have known push or background issues
   Open the App Store

   Go to your account / Updates by tap your profile icon (your photo or initials) in the top‑right corner

   Find Bria (or Bria Mobile) in the app list

   Next to it, tap Update (if only Bria needs updating).
   

2. Check CM logs and verify SIP registration
   In CMX’s SIP / registration logs, filter by the phone’s IP or MAC and look for: Failed registration attempts (403, 404, 408, etc.)
   Look for any “Register Failed” message and note the error (e.g., “Wrong password”, “Timeout”, “Forbidden”).
   
   

3. Enable "Sign-in Automatically"

   Without this, Bria will stay logged out after app restart or long idle time

   Open Bria → Settings / Preferences

   Within Preferences, look for the Auto Login / Sign-in Automatically option

   Set this option to On, so Bria automatically signs in whenever the app starts.
   
   

4. Check IOS settings:

• Allowing local network (wifi) access to app

  Go to Settings > Privacy & Security > Local Network.

  Find the Bria in the list and enable the toggle.
  

• Allow Notifications (If notifications are blocked, push registration may fail)

  Go to iPhone Settings → Notifications → Bria

  Turn Allow Notifications ON

  Make sure the following are enabled: Lock Screen, Notification Centre, Banners

  Ensure Sounds is ON
  

• Push notification enabled

  Go to Bria app → Settings → Preferences → SIP (your account).

  Look for “Bria Push Service” (or similar line under the account).

  ​Toggle Bria Push Service ON.
  

• Disable Low Power Mode

  Open the Settings app on your iPhone.

  Tap Battery (or Battery & Power depending on iOS version).

  ​Find Low Power Mode and toggle the switch to Off
  

• Enabled Bria run on IOS background (If disabled, iOS may suspend Bria and unregister the account)

  Go to iPhone Settings → General → Background App Refresh

  Ensure Background App Refresh is enabled at the top

  Scroll down and confirm Bria is Allowed

5. Test device on Mobile data only for a day or two

• Disable Wi-Fi (Settings → Wi-Fi → toggle off)

• Ensure to turn on Cellular Data (Settings → Cellular → toggle Cellular Data on)

• Open Bria → Settings > Preferences → Use When Available: ON (allows mobile data

6. Uninstall & reinstall App again

General instructions:

Steps 1-3 could be the first communication with the customer. Step 4 & 5 would be the second communication with the customer.
Step 6 would be the final communication with the customer, and if this doesn’t resolve the problem, the ticket is escalated.

Key points to remember:

1. Do not force-close Bria from app switcher as Bria must remain in background for push registration to work properly

2. Test & ensure stable Network Connectivity on both (Wi-Fi & Mobile Data),

Additional points

1. Verify SIP Registration / Session Timer Settings

2. Check CM logs for Reach/UNREACH logs under asterisk logs