3CX App Deregisters Itself Randomly

[nswank]

I have 2 end users with iPhone 15 and 16 that are experiencing a scenario where the app is randomly unregistered from the extension. The users have to rescan the QR code from a welcome email, at which point the app will work for a time before de-registering itself. Both users receive anywhere from 20 to 40 calls per day. In fact, the tell that their app is de-registering is the absence of calls. Both phones have power-save disabled.

Any ideas?

 

[KyriacosS_3CX]

Hi,

Nothing in the PBX logs?

Best,
K.

 

[nswank]

Nothing under normal (non verbose) logging. I am going to turn on verbose logging the next time they try to re-register, but I suspect that the information we need is when the de-registration happens.

 

[KyriacosS_3CX]

Any chance the Apps on these phones are at times inactive for over 7 days?

 

[SteveITS]

I would think that wouldn’t delete the account out of the app though, which I think is what OP is describing.

Some sort of MDM deleting and reinstalling the app?

 

[nswank]

Any chance the Apps on these phones are at times inactive for over 7 days?

Nope, the users get 20 to 40 calls a day to the app, until the app de-registers. The absence of the call volume is what alerts them that something is amiss.

 

[nswank]

I would think that wouldn’t delete the account out of the app though, which I think is what OP is describing.

Some sort of MDM deleting and reinstalling the app?

99% sure this isn't a thing, but they do have another IT company that they use for everything but VoIP....let me rule this out and get back to you.

 

[nswank]

Thank you, everyone for your responses thus far

 

[TimRio]

Thank you, everyone for your responses thus far

any update? have some similar issues

 

[Statik]

I have 2 users who use the app constantly throughout the day as they run our IT Support department. Sometimes they have to rescan the QR code 3-4 times a day. I've enabled verbose logging and can't find anything that would indicate an de-auth issue etc. This has been going on months. No change even after updating to Update 8

 

[Vali_3CX]

It would be very useful if you describe what "deregister" means visually in iOS client:
- 1. account disappear from menu Accounts.
- 2. account become unchecked in menu Accounts.
- 3. account is present and checked in menu Accounts, but on keypad appear on top-right as gray and "Ready for calls"
- 4. account is present and checked in menu Accounts, but on keypad appear on top-right as gray and "Connecting..."

For 3, if you make call to 999 it succeeds or says "invalid credentials"
Also for 3 and 4, if on Accounts you turn account OFF then ON solves the issue.