16.7.0.23: incoming call, phone locked, screen stays black, phone rings however

[nobody]

Xperia XZ1, Stock firmware: 47.2.A.11.228, Android 9
If a call comes in while the phone is locked, The phone rings, screen stays black.
I press the lock button, ring sound will be muted.
I press the lock button again, thereby unlocking he phone, ring resumes, and the call is shown on the display so I am able to press the answer button.
(telekom api is on)

Even if this is not a problem which make the app unusuable, it worked different in previous versions where I was able to directly answer the call from the locked phone.
But maybe it is a feature to stop answering calls from the within the pocket? I dont know.
If this is a feature, ok, if not, its a small bug. Fine with me as long as I am able to answer a call.

 

[bytelord]

Hello,
We are experiencing the last 2-3 weeks the same issue. Screen is black while ringing, we can see the the android top bar but nothing from 3CX app to be able to reply. The only work-around is turn off the screen and turn on it again by taping the power button twice.

The last week the problem is escelated to other android devices running mostlly android 9.

The latest 3CX beta also has the same behavior.

 

[VasilisV_3CX]

Hello,

Could you please provide more information as highlighted in this link so that we can better assist: https://www.3cx.com/community/threads/every-new-post-must-contain.20492/

 

[bytelord]

Hello again,

Sorry for that.

Phone Models: Xiaomi Mi a1 & a2.
Android: 9
App Version: 16.7.0.23 (Beta)
App Version: 16.6.2.89 (stable)
PBX Version: 16.0.1078 (update 7)
Network: WiFi & 4G, both IPv4
Both inside and outside the company (network location)

also with Bluetooth enabled & disabled on all tests.
No Power Save enabled and all devices have the power optimization off for 3CX.

When i receive an icoming call and the phone is locked, the phone is wake up the screen but the 3cx content is black. if i lock and unlock the phone by pressing the power button twice, content appears and i can answer the call.


Thank you

Nikos

 

[nobody]

exactly the same behaviour like I experience. However I noticed that this does not happen all the time.

 

[KyriakosP]

Hi @bytelord,

Make sure you have these app notification options by long-tapping the 3CX app icon to open ‘App info’ and set:

• ‘Autostart’ = [enabled]
• ‘Battery saver’ > ’No restrictions’
• ‘Notifications’ >
  • ‘Show notifications’ = [enabled]
  • ‘Show app icon badges’ = [enabled]
  • ‘Lock screen notifications’ = [enabled]
  • ‘Allow sound’ = [enabled]
  • ‘Allow vibration’ = [enabled]
  • ‘Calls’ >
    • ‘Show notifications’ = [enabled]
    • ‘Importance‘ = ‘High’
    • ‘On the Lock screen’ = ‘Show all notifications and their content’
  • ‘Chat >
    • ‘Show notifications’ = [enabled]
    • ‘Importance‘ = ‘High’
    • ‘On the Lock screen’ = ‘Show all notifications and their content’

Let us know if these instructions help in your case.

 

[bytelord]

Kyriako,

Thank you for the provided information. All settings that are available from the above list + permissions all are enabled. I dont have any battery saver enabled. The mobiles are running Android One, so there isn't any manufacturer applications that could supress 3CX.
Addiotnally i dont have any issues with chat notifications.

The problem is randomly and i have it only with 3CX, not with other apps.
Sometimes (not always 60-40%) the screen wakes on incoming call, vibration is active, ring tone is actrive, i can see the android top bar (provider, signal, battery, etc) but the rest space for 3CX is total black and to fix it i press the power button twice.

EDIT: If i blind tap on the area when the "green" button is its answering the call, so the problem is that the app content is not displayed when the phone is locked but the interaction is working.

Thank you

 

[KyriakosP]

@bytelord,
The only way we can reproduce this behavior on a similar Xiaomi device is by disabling the app notification options. Since we don't have an Android One device to check on, when you face this issue again you can PM me with a verbose log from the app to check.