Solved 3CX app on IOS and Android not ringing always

[Goq]

Hello,

Many of my clients now work from home because of corona, and they started reporting a problem with 3cx app which isn't ringing always. I didn't notice this with my app. but I want to check is there anything I can do to prevent this from happening?
They all have deskphone + softphone in CTI mode back in the office, but they need to use softphone on their cell phones too in order to receive calls now when they are working remotely.

Thanks in advance.

 

[Evolute IT]

Make sure that "Accept Push Notifications" is checked under the Available status in each user.

 

[tomnorton]

Hi

I've noticed a similar issue with my iOS device. First thing this morning it was all working fine and then it stopped and has worked since.

I've unregistered and re-registered the iPhone and still not working.

Is there an issue with the push notifications?

Thanks

Tom

 

[Goq]

Yes, I have push notificatios enabled for all extensions.

 

[Kevin Carlson]

Im experiencing the same issues.
All permissions are set correctly, Push enabled.

 

[tomnorton]

Morning All

I've just tried 3CX on my iPhone this morning and it is now all working for me and I'm getting the push notifications for incoming calls.

Is it working for others now too?

Tom

 

[Goq]

Last night I tested with one of the clients without success. I asked him to re-install the app, sent QR code again, but he wasn't able to receive push notifications, calling from app is working ok.
I'm on the latest release, my PBX is updating on its own every weekened.

 

[JohnS_3CX]

@Goq

If outgoing PUSH traffic has not been blocked on the PBX side, and push is enabled for the extensions, you should be fine. Did it stop for all the iOS users on your PBX or just a few?

A good test: You can create a fresh extension, and ask the customer to reinstall the app and only provision that fresh extension. If that one works, then go back to their original extension, and check whether they switched to a Status that has push disabled, or some other status/routing that may be sending the call elsewhere.

 

[Goq]

Calls directed to the specific extension are ringing on physical phone (in the office) but not on the 3cx app installed on the Iphone of that particular person. I have similar setup with multiple 3cx apps on 3 computers, physical phone and android which is working without problems, but several other people reported problems with 3cx app when receiving calls.
Extension is configured like this

and user re-installed 3cx app on his phone and provisioned again but it doesn't receive calls.
3cx app installed on his home PC is working, but he would like to answer calls using app on his cell instead of his PC.
All users that reported this issue were using "Available" status, otherwise it wouldn't ring on their physical phone or 3cx app installed on their PC either.

 

[Goq]

Sorry, my client is using Android which makes things much easier for me to troubleshoot.
I created 2 extensions, 1 of them is provisioned to my laptop and another to my android phone, and both devices are connected to my home wireless network while 3cx PBX is in AWS Lightsail.
When calling from laptop to andorid, android doesn't ring, but when I end the call, I can see missed call in "Recents" on the app. If I dial laptop from android, it works without problems, and no issue with audio or anything else.
Furthermore, while calling android from laptop, if I move to "Status" page on android, I can see both extensions (laptop and andoid) changed to yellow instead of green, but I can't answer the call nor I can see any other notification on the andoid itself. When I press dial on my laptop, it instantly changes my status to yellow on andoid, but I can't see or answer the incoming call.
This is happening on clients PBX, but if I change to our PBX (also 3cx in AWS Lightsail), I can receive calls on the same andoid phone without problems when calling from my physical phone.

 

[Goq]

So when dialling ext 411 (extension on andoid) my extension turns yellow in the app instantly, but it doesn't ring giving me an ability to answer the call. One more time, if I change to different PBX, my andoid app works without problems and I can send or receive calls.

 

[Goq]

Resolved by replacing Firebase PUSH service with settings that were there by default on other PBXs.

 

[JohnS_3CX]

Glad this was resolved. This was going to be my next suggestion, as well as trying a different device (because a device can get blacklisted by Google too under certain conditions)