Solved 3cx Android App - not receiving incoming calls

[renet]

I'm using a Google Pixel 3a XL with Android 11 OS installed.

When inbound calls are made, my phone does not ring at all.
Missed calls do not cause any notifications.

I can make outbound calls successfully.

I have followed the steps recommended here; https://www.3cx.com/docs/ (including uninstall, re-install, reprovision)

I've checked, and re-checked and am 100% certain that the Server Key & Sender ID from Firebase, have been entered into 3cx "Google Firebase Cloud Messaging (FCM) for 3CX Android app" are correctly.

I have searched the forum for previous posts with similar issues > and have tried numerous suggestions but am still at a loss and cannot get the 3cx app to work for incoming calls on this android device.

The app did work fine on this device previously, however I stopped using it. Now when I need to use it again, I can't receive incoming calls.

 

[NickD_3CX]

Hi! Changing the FCM, try deleting the account from the Android device and then re-adding it.

If this does not work, does the same happen if you use the 3CX FCM? To test this you just need to leave the Server Key and Sender ID empty, and restart the 3CX Services.

One more thing I have noticed is that if the server has IPv6 enabled, it will try to communicate over IPv6, but most times Google Services doesn't seem to play nice with IPv6, so you might want to try disabling it.

 

[KyriakosP]

Hi @renet,
Please confirm the 3CX app version you have installed. Also, to troubleshoot this issue you can:
a. Go into the app's 'Settings', then 'Advanced' and enable the 'Verbose Logging' option.
b. When the issue occurs, use the 'Send Log Report', i.e. the last option in 'Settings'> 'Advanced'. Include your name and email to trace the issue back to you.
c. After you select the 'Send Log Report' option, you can now disable the 'Verbose Logging' option.

And make sure to check the pre-release app version with your device and setup by joining the 3CX Beta Program.

 

[renet]

Hi! Changing the FCM, try deleting the account from the Android device and then re-adding it.

If this does not work, does the same happen if you use the 3CX FCM? To test this you just need to leave the Server Key and Sender ID empty, and restart the 3CX Services.

One more thing I have noticed is that if the server has IPv6 enabled, it will try to communicate over IPv6, but most times Google Services doesn't seem to play nice with IPv6, so you might want to try disabling it.

Hi @NickD_3CX , thank you for your response.

Yes - only tried the Firebase route after/because the 3CX FCM default setting was not working.

I've uninstalled and re-installed the app multiple times.

However to test your suggestion, I have again un-installed the app from my android device > removed the Server Key and Sender ID from the Phone / App Options section > re-installed App > reprovisioned > tested and confirmed incoming calls still not causing android phone to ring.

I then tested your other suggestion re: IPv6 by following these steps > Uninstalled 3CX app from android device > in 3CX Settings > Network > unticked the "Automatically Bind to IPv6 Adapters. Requires SIP service restart." box > went to Dashboard > Services > restarted "3CX PhoneSystem 01 SIP Server" > reinstalled app on android device & re-provisioned > tested and confirmed incoming calls still not causing android phone to ring.

I have now re-ticked the "Automatically Bind to IPv6 Adapters. Requires SIP service restart." box, to ensure settings are back to how they were

 

[renet]

Hi @renet,
Please confirm the 3CX app version you have installed. Also, to troubleshoot this issue you can:
a. Go into the app's 'Settings', then 'Advanced' and enable the 'Verbose Logging' option.
b. When the issue occurs, use the 'Send Log Report', i.e. the last option in 'Settings'> 'Advanced'. Include your name and email to trace the issue back to you.
c. After you select the 'Send Log Report' option, you can now disable the 'Verbose Logging' option.

And make sure to check the pre-release app version with your device and setup by joining the 3CX Beta Program.

Hi @KyriakosP , thank you for your reply

App version installed on my android device = 16.7.0.23

I have ticked the 'Verbose Logging' option > then placed an incoming call from another handset > confirmed the incoming call does not cause my android device to ring (desktop handset rings successfully) > sent the log report > disabled the Verbose logging option.

I look forward to hearing back from the 3CX tech team.

I have also joined the beta program as advised.

​

 

[JohnS_3CX]

If you have Android devices other than this one, it would be a good idea to create a fresh extension (nothing changed or edited other than the name) and see if other phones also face the problem.

Learn if it is isolated to this one device or whether it affects all Android devices.

 

[renet]

SOLVED.
I had to tick the 'ALLOW PUSH NOTIFICATIONS' box under Extensions > edit my extension > Forwarding rules.

Tested and confirmed working on both pixel 3a XL and pixel 5

 

[N_G]

Yes of course, how did it become unchecked?

 

[renet]

Hi @Nick Galea,

Not too sure who/how the box came to be unticked. I didnt even know the tick box existed before today. The only other person who has access to the admin panel for our business (CEO) also doesnt recall unticking it.

If it is possible for this box to become unticked in the admin panel as a result of user actions via the 3cx android app and/or softphone preferences/settings > then perhaps this may have been the cause, because I had tried temporarily disabling push notifications back in October 2019 (which was prior to me gaining access to the admin panel recently).

The reason I had been trying to disable the push notifications in 2019, has now been resolved by the since released 'Controlling PUSH (BYOD)' solution outlined here; https://www.3cx.com/docs/android-app-faq/#h.lcteeu5yq5kd

So yes, ticking the 'ALLOW PUSH NOTIFICATION' via the admin panel seems like an obvious solution now, but the tick box itself is not one that I was even aware existed, nor did I see it referenced in any support materials or mentioned by anyone in this forum thread, or any other thread on the topic which i've scoured through for the past few weeks.

Thanks everyone for their assistance.

 

[N_G]

OK but this box is ticked by default so unticking it obviously would not allow incoming calls to the app..... I saw your post because i use a pixel 3a xl and pixel 5 myself so i thought it strange as it works perfect with that phone. Anyway have a nice day