Solved 3CX App Won't Ring For One Customer - Rings Fine For Other Customers

[Alan9846]

Hi All,

We have been asked to assist a customer that has a hosted 3CX (on Amazon LightSail I believe - we did not set it up), who has started having a problem getting the 3CX App to ring.

To test, I created myself an extension on their 3CX Installation, and added it to my Android in the 3CX App.

It registers fine, the extension is set to 'Available' (not on DND or any other status) and I can make an outgoing call to another extension and to external numbers.

However, it won't ring on the 3CX App. They are having the same issue on other extensions too (I have not been able to confirm that it is impacting ALL extensions at this time since not all staff are around). If I wait, the call goes to voicemail (as per the forwarding rules)

I also tried changing the forwarding rule to send unanswered calls to my mobile number, and that worked fine too (after the appropriate time-out duration), so calls definitely seem to be going to the extension, it is just the 3CX App that is not ringing.

The problem seems to be the same whether the user is on Android or IPhone. They say the web-client is working fine - it rings and they can answer as normal, as are the Desk-Phones.

If I change the 3CX App on my phone from that extension to an account on any of our other customers, it rings fine, and I have had someone else do the same test on an IPhone, and that is the same - it works fine on all of our other 3CX customers, but not for this one specific customer's 3CX Installation.


Things I have checked:

1) Users - Extension No - Phone Provisioning - 3CX App - Enable Push Notifications = TRUE

2) Users - Extension No - Forwarding Rules - Available - Accept Push Notifications = TRUE


Interestingly I have found a workaround:

If I turn on 'Keep Active' in the 3CX App, it will ring. As soon as I turn it off, it won't ring. This setting is not required for any of the many other 3CX Customers that we have.

I am guessing that, since it seems specific to this one customer's 3CX Installation, that someone has toggled a setting somewhere that is causing the issue, but I don't know where to look from here.



Thanks in advance for any suggestions,


Alan.

 

[JohnS_3CX]

Hi Alan,

If even a new extension was not able to ring, my bet is that their PUSH notifications are not able to leave the server at all.

Make sure they are running V18 U4 and that the system can activate successfully.

 

[Alan9846]

Hi John,

If even a new extension was not able to ring, my bet is that their PUSH notifications are not able to leave the server at all.

Make sure they are running V18 U4 and that the system can activate successfully.

They are indeed running V18 U4 (Build 965).

In terms of activation, I can click 'Refresh License Key Information' and it appears to go and check that, but nothing changes (I have no reason to think that the license key info is wrong though). Since we did not purchase the license for this customer, I don't have any prior record of their license key, but it seems fine, and the expiry date is showing as 31 Dec 2022.

Does that confirm activation is working?


For the avidiance of doubt: I note that this thread has been moved again, now to:

Forums - Categories - Apps / Clients - Android

I am fairly sure that it isn't an Android specific issue, since the 3CX IPhone App is not working either.


Thanks,

Alan.

 

[JohnS_3CX]

It should be fine if you got no error on screen. As for the calls not ringing, I'm afraid you will have to investigate whether their firewall is blocking communications with Apple APNS / Google FCM.

If it fails communication then the mobile apps will never get a chance to ring. Since you did not set it up, perhaps it is time to grab a backup off the machine, and deploy it fresh either in Hosted by 3CX or in your own cloud service to ensure there is nothing blocking it and that the installation has not been modified in any way that would cause problems.

 

[Alan9846]

Hi @JohnS_3CX,

Since we could not find anything wrong within the 3CX Server Application, I requested that the customer check the Amazon Lightsail VM.

They 'had a look' and also rebooted the VM (I could have done that myself from the 3CX Management Console of course, but I always prefer to get a customer to explicitly confirm that is okay before going there).

After that, it all seems to be okay, so it might have just been something wrong in the VM, or in the 3CX Server Application, that was 'fixed' by rebooting.

Bit annoying, but I guess that's how it goes sometimes.

Thank you for your help - you definitely pointed us in the right direction to get a fix


Alan.

 

[JohnS_3CX]

Glad to hear Alan, we will mark this one as solved for now then!