25 Android phones - sometimes are not wake up

[MatejB]

Hello Dear 3CX community,

As this is my first topic here, i want to tell you that we are using your 3CX system second month in our company. And we pretty like it . It is solution which is thinked to the every detail - to the end and if there is some problem, i am sure that you want to solve to make this product even better.

So here is our problem what we meet and after more days we didnt find soution for it.I hope, you will be able to help us in some way...

Problem description:
Android phones from time to time does not ring (or they are not wake up), we can only see missed call in history after we tried to make a call. Sometimes phones are few hours ok, but next day it is not possible to ring on them. Than we tried reboot phone, turned off, close - reopen app, reprovison it, delete account and assign it again. Most time nothing from those tried does not help. Only thing what helps is uninstall 3CX app and install it again. Problem is happening from internal and also external calls.


Client devices:
- Doogee S40Lite, Android Pie 9 - we have 12 pieces
- Cubot King Kong mini, Android Pie - 15 devices
- iPhone (7,8,Xs, Xr) - 10 devices works good without problem
- Table phones Hhtek - cca 10 devices works also well
- All are using newest 3CX app from Play store - 16.6.2.89
- we are using only one google account where we have all those devices assigned (maybe this can be an issue?)
(we know that those devices are not most expensive one. At the begining we purchase 2 devices and tested them copuple of days in whole company and we didnt meet problems)


Infrastructure:
- Ubinquity Unify network - about 8 switches connected with optical fibres between halls. Every place is covered with Wifi - Unify AP (cca 25 APs). Network is divided to VLANS . (for voice services we do not have separetd VLAN right now) All data are going through Sophos firewall. Client phones are on the same network as 3CX server.
- 3CX server is hosted on-premise by our external partner.(i am not sure where to find version number - i do not havel full admin account)


What we tried until now:
- battery optimization (turn off on 3cx services, android services, telephone...., turning probably all saver mode)
- allow all notification (checked PUSH, do not disturb )
- tried different accounts
- tried reboot app, device, reprovision, turn off mobile, reinstall app but problem stil come back after some time
- tried also Legacy app from Play store
- change "Audio Subsystem API" - OpenSL vs. Automatic
- change all ringtones setting (local, 3cx app, default)
- change PUSH via portal directly on extension (untick and tick PUSH field) - than sometimes phone starts work, but after sometime, it is again not ring (just display missed call)


Do you have any idea what could be a reason of this "time to time" problem? Can we try to send you Log from Debug mode?

 

[nobody]

I have not checked if all android devices you use are having google services enabled. But I guess when you say the 3cx Application is downloaded using the playstore I assume yes. Otherwise: 3cx App wont work without google services.
You say the Iphones work ok, so I assume they dont suffer from the wakeup problem, only Android devices are not notified when a call comes in.
Check if the PBX does use its own google push account. If not, create your own google firebase account.
Firebase Configuration for the 3CX client for Android
You have to reprovision all mobiles after changing the push account. Also make a reboot ofthe phones after reprovisioning If that does not help, for a test, try to setup your firewall rules on the Sophos Gateway so that any outgoing traffic to any destination is accepted - change the firewall rules to something matching a simple home router.

I do not think that using only one playstore account for all devices will be a problem, but if there are no better opinions come up from other member you could make a test with one device using a seperate playstore account.

 

[MatejB]

Thank you NOBODY for valuable answer.

- All phones are connected to google Play for download client app and this connection to google services stil persist.
- I talked to our PBX supplier and he confirmed that Firebase configuration is done from the begining.
- I have tried little bit more open firewall comunication between 3CX server and world, so we test it right now...
- We tried use different - 3 separated google accounts - on three mobiles... so we will see after some experience

Thanks for your time once again

(i let you know results)

 

[nobody]

You could also try to increase the logging level and look into logs of the system:
How to Collect Logs for 3CX Support

 

[JohnS_3CX]

The PBX will establish an outgoing connection to the Google PUSH servers, so if your firewall is blocking that, then I would expect you would never get any incoming calls ringing on Android phones. This is true both when using Firebase and when using the 3CX Account.

Another requirement is that the status of your extension is set to available, and you have "Accept Push Notifications" enabled.

 

[KyriakosP]

Hi @MatejB,

you can also check if your Android devices have the option to lock the 3CX app in the recent apps list. Since we don't have the models you mentioned to test, check based on these reference instructions for some Xiaomi models:
(a) Open the 3CX app, then tap to open recent apps (standard Android square button).
(b) Tap and hold the 3CX app preview until the side menu appears.
(c) Tap on the lock icon to keep the app active for notifications.

Let us know if these instructions help in your case.