Mobile App Unregisters after 7 Days of Inactivity

[AshleyG_LMS]

Hello 3CX Forum Users,

We've found that after 7 days of no use on the 3CX app, the extension becomes unregistered and as a result cannot receive calls. This is the forum thread with answers but they might be out of date due to being posted in 2020: https://www.3cx.com/community/threa...nregisted-after-one-week-of-inactivity.70203/

I've already explained to the client that all the user needs to do is open the app and it'll register again, also raised the concern as to why the user hasn't at least opened the app once in the last 7 days. I've even explained that most apps after a period of time will require you to log in and often will require you to enter username, password and MFA, compared to 3CX where you just need to open the app.

I have a feeling that the client will ask that this is extended to 30 days or something similar, which based on what I've found you wouldn't want to change because it'll make the app less reliable, secure, compatible etc etc.

If for whatever reason the client pushes for it to be changed from 7 days to let's say 30, is this possible? If so, how please?

Any help is greatly appreciated
Thank you in advance!

 

[JohnS_3CX]

Hi Ashley,

If the client asks for it you will have to inform them that this is not possible. I would make it clear to the customer that so long as they launch the app once a week, it will stay connected.

We have to follow the recommendations for push for the reasons you have already read about.

For people who want it to work longer, they can enable the "Keep Active" option in the app menu so there is a workaround but it will increase your battery usage.

 

[AshleyG_LMS]

Hello @JohnS_3CX,

Thank you for your quick response.

I've looked for "Keep Alive" on iPhone and that setting doesn't appear to exist, is that because on iPhone there is a system setting called "Background App Refresh"? We've already asked that users ensure this setting is enabled but doesn't seem to make a difference.

I've checked on Android and have found the setting quite easily so will look at asking users to enable this setting.

 

[Vali_3CX]

@AshleyG_LMS
iOS client does not have a "Keep Active" because it works exclusively by VoIP push.
Regarding the "Background App Refresh", this one instruct iOS to wake-up the app quietly every 24 hours so it can refresh push subscription. But app should be in the background - if was terminated by swipe up, that setting has no effect.
https://www.3cx.com/blog/releases/latest-ios-app/