3CX iOS App

[Doberman_Tech]

Hey guys did some searching and have not seen anyone with this issue but here is what I have going on, I have 2 users that are on call after hours that use the app. When they get calls after hours if they are on wifi the calls drop after 30 seconds where as if they are on 4G the call continues no problems. I checked settings and can not see where I can force it to use one or the other (wifi/4G) has anyone ran into this issue?

 

[Vali_3CX]

where I can force it to use one or the other (wifi/4G)

You can manually edit your account (More/Settings/Accounts/account_name/Server Settings) and clear the PBX IP field which you don't want - only do not reprovision. For instance, in your case, you may want to clear "Local PBX IP" - in this way, you will force the client to connect the same way no matter if WiFi or 4G.

P.S Overall, for the issue you describe, I would try a re-provision or resend credentials.

 

[Doberman_Tech]

You can manually edit your account (More/Settings/Accounts/account_name/Server Settings) and clear the PBX IP field which you don't want - only do not reprovision. For instance, in your case, you may want to clear "Local PBX IP" - in this way, you will force the client to connect the same way no matter if WiFi or 4G.

P.S Overall, for the issue you describe, I would try a re-provision or resend credentials.

I have tried a re-provision on both phones and the issue persists. I will try removing the ip on the phones and do some testing that way

 

[Vali_3CX]

You may also check in account's Advanced Settings if transport is set to TCP - if yes, switch it to UDP and see if the issue still persist (but, again - do not reprovision; if you manually change settings, reprovision will overwrite them)

 

[Doberman_Tech]

Okay so this looks to be a different issue other than the app itself. It seems more of an issue based on the carrier they use for internet at home like something is getting blocked and shuts the call down. I am going to have to do some testing to see if I can pin point the issue but on networks where I dont have control this could be a bigger problem.

 

[craigreilly]

Okay so this looks to be a different issue other than the app itself. It seems more of an issue based on the carrier they use for internet at home like something is getting blocked and shuts the call down. I am going to have to do some testing to see if I can pin point the issue but on networks where I dont have control this could be a bigger problem.

Wireshark is your friend

 

[Doberman_Tech]

Well wireshark would work great but were talking tons of places that these 2 users go. Right now they know if they are on call after hours to just leave their wifi off an it remedy's the issue but I am looking at rolling this out at another location and this is a real big issue certain wifi's are going to be a problem

 

[craigreilly]

I was suggesting it to rule out phone issues vs provider issues. And if a provider issue could help resolve the issue globally by giving some hints.

 

[Doberman_Tech]

Good point. I will try and get a wireshark from the network that I know that it drops from and see if I can find the source of the issue.

 

[Doberman_Tech]

Okay so I got a wireshark of a call. I can see that the call looks to just get a BYE from the phone app and hangs up but it only does it on this wifi. I can send the wireshark to anyone if they want to take a look.

 

[Doberman_Tech]

Any one have any ideas on this one?

 

[craigreilly]

Provider blocking PORT? probably not.
but perhaps sniffing traffic and dropping.

 

[Doberman_Tech]

I don't think it's blocking as the client has the same provider for their internet at their office and can use the app just fine there.

 

[craigreilly]

Are they both business accounts? Or one a home tier account?

 

[Vali_3CX]

@Doberman_Tech
You mentioned (and I missed) "When they get calls after hours" - so this issue happens only after hours? And they are using office's "troubled" WiFi?

 

[Doberman_Tech]

Both are business accounts. This also happens during normal business hour it was only reported after hours as that is usually th only time they use the app on their phone.