3cx app android and ios does not ring

[Alle CTEC]

I have a customer with mainly smart phone apps installed, both iOS and Android. The application doesn't ring on time, the extension is called but the cell phone doesn't ring, it doesn't appear in the phone list. Close and reopen the application and it starts working again.

The problem is frequent and on both iOS and Android

 

[ThomB_3CX]

Hi Thanks for your feedback
Could you kindly send me verbose logs for both devices?

Android:
- Hamburger Menu (top right corner) > Settings > Advanced > Scroll all the way down and enable verbose logging
- Replicate the issue
- Send me the logs via PM. Hamburger Menu (top right corner) > Settings > Advanced > Scroll all the way down and tap on send log report

iOS
- Hamburger Menu (top right corner) > Settings > Scroll down and enable verbose logging
- Replicate the issue
- Send me the logs via PM. Hamburger Menu (top right corner) > Settings > Scroll down and tap on send log report

 

[Alle CTEC]

I'll organize myself for the test and send you everything, thanks

 

[ThomB_3CX]

@Alle CTEC, in the meantime, we have released a new version of the 3CX Android and iOS Apps.
Can you first see if they can be replicated with these 2 new versions.

Android - 20.1.0.24
iOS - 20.0.6.166

If you can still replicate, then send us the logs

Thanks

 

[Alle CTEC]

I updated the applications but nothing to do I noticed this error in the events

Failed to send FCM PUSH to device samsung SM-J600FN(Ext.415). Received error from server: NotFound: Not Found. Find more info at: https://firebase.google.com/docs/reference/fcm/rest/v1/ErrorCode

Now I proceed with the log you requested

Thank you

 

[Alle CTEC]

First test iPhone iOS latest release.

Edited Vali_3CX: I deleted attached log, send it via PM to @ThomB_3CX.

 

[Vali_3CX]

@Alle CTEC
According to the log, PBX is 18.0.9.31, iOS client got two incoming push for the same call, which were both shown (though iOS shows only the first one first)

18:30:48.676 Received push, replaces XXXXX
18:30:48.678 CallKit attempting to present incoming call
18:30:48.877 CallKit presented the incoming call
18:30:48.877 Calls: 1

18:30:49.197 Received push, replaces XXXXX
18:30:49.197 CallKit attempting to present incoming call
18:30:49.208 CallKit presented the incoming call
18:30:49.209 Calls: 2

and call has gone after 15 seconds.

 

[ThomB_3CX]

@Alle CTEC did not recieve the logs unfortunately

 

[Alle CTEC]

@Alle CTEC did not recieve the logs unfortunately

Hi, I am attaching the detailed central log and the internal iOS telephone log 401

Edited by a moderator: Please do not post log files and/or the support info publicly.

 

[Alle CTEC]

Sorry but the problem persists, the call whether it is directed internally or comes from a queue does not always ring on IOS applications. There are users who only have ios applications. Since it is not clear what and how 3cx supports 3-party products, in this case dect systems. We opted for a smartphone option with the 3cx application so as not to run into service problems. How do I solve it now?

 

[Vali_3CX]

@Alle CTEC
According to the log you sent above, iOS client has no problem:

14:55:32.488 [11907969] Received push
14:55:32.488 [11907972] CallKit attempting to present incoming call
14:55:32.616 [11907971] CallKit presented the incoming call
14:55:34.357 [11907968] Ringing call disappeared after 1 secs of ringing, we will cancel here also after 3 seconds
14:55:36.358 [11907968] We are instructing CallKit that call ended

If you won't see a 'Received push" then it would mean that, obviously, it did not receive a push - case I suggest to check potential misconfiguration of the PBX/machine (network, router, firewall, DNS and so on), better open a ticket with our tech support for troubleshooting.

 

[Alle CTEC]

@Alle CTEC
According to the log you sent above, iOS client has no problem:

14:55:32.488 [11907969] Received push
14:55:32.488 [11907972] CallKit attempting to present incoming call
14:55:32.616 [11907971] CallKit presented the incoming call
14:55:34.357 [11907968] Ringing call disappeared after 1 secs of ringing, we will cancel here also after 3 seconds
14:55:36.358 [11907968] We are instructing CallKit that call ended

If you won't see a 'Received push" then it would mean that, obviously, it did not receive a push - case I suggest to check potential misconfiguration of the PBX/machine (network, router, firewall, DNS and so on), better open a ticket with our tech support for troubleshooting.

I have another log that shows the problem if you want I can send it to you. The call is not really received by iOS phones. I personally carried out tests with Android, no problem, the push arrives correctly with IOS. It happens that it always rings but on the iPhone you don't see anything. Nothing appears. If the user has a landline, the call rings only on the landline. All applications have been updated to the latest release

 

[Vali_3CX]

The excerpt I provided above was from that"another log" you provided us via PM.
As long as this line exists:

CallKit presented the incoming call

it means the iOS has shown the user the incoming call (ie did "ring") - nothing to troubleshoot more on app.

 

[Alle CTEC]

Mind you, I was the one with the phone in my hand. the log must have 2 calls one that rang correctly. perfect we have a few seconds we made a second call and the smartphone did not show any notification

I repeat, initially no smartphone device whether Android or iOS rang. they noticed it because those who had a landline only rang the landline and those who had a cordless phone didn't receive calls. After 2 days the Android devices didn't work perfectly either, the only maneuver was to update all the IOS and Android devices to the latest release. Now only IOS Smartphone devices do not always receive the call. No notification appears on the phone display and no sound is emitted from the phone.

The log I sent. has 2 calls from extension 100 to extension 401

The first rang and appeared on the 401 IOS user's phone, the second was made a few seconds after the first, no type of notification was shown on the smartphone

 

[Alle CTEC]

As I indicated above, this error appeared on the date on which the problem appeared

Failed to send FCM PUSH to device samsung SM-J600FN(Ext.415). Received error from server: NotFound: Not Found. Find more info at: https://firebase.google.com/docs/reference/fcm/rest/v1/ErrorCode

https://firebase.google.com/docs/cl...tions?hl=it#messaging-ports-and-your-firewall

It is present only on that day, but that is where the problem occurs so I try to follow Google's instructions.

If the push is not sent to the smartphone, does it arrive very little? On the smartphone app you see the logs of the calls it receives, not those that did not arrive

 

[Alle CTEC]

Even though the network was free of limitations the problem appeared, I currently tried to set the keep alive option on the smartphones

 

[Alle CTEC]

@Alle CTEC did not recieve the logs unfortunately

Sorry but I saw that other people have similar problems, in this conversation I also see your name

https://www.3cx.com/community/threa...ons-failed-to-send-fcm-push-to-device.124673/

3CX is currently V18 latest build, switching to V20 would definitely solve the problem for me?

 

[Alle CTEC]

Having not received any more support on this matter even with the official channel. Ascertained from other posts that the problem appears and in my opinion it is related to the push of mobile devices that does not always work.

I disabled the use of ipv6 as suggested in other posts.

I switched the android smart phones to keep active and disabled battery optimization