3CX Mobile app on Android grey status ready to call

[jkhattar]

Experiencing this issue on both Android and IOS but primarily focused on dealing with Android phones

Having an issue after having to do a reinstall of 3cx V20 where mobile apps are showing as Ready To Call, but the status box is grey
The users can call out just fine, but are unable to receive transfers or make internal calls to other users

So far we have:
Run the firewall checker
Restarted mobile phones
Reinstalled the app
Ran it with and without Office WIFI
Reprovisioned apps

 

[ThomB_3CX]

Hi, please provide which versions of the 3CX for Android and iOS apps you are using?

Also please provide the PBX version + build number

Thanks

 

[jkhattar]

The Version for PBX is 20.0 Update 3 Build 806

The Mobile app version is 20.1.0.37, the latest we got from the app store

 

[ThomB_3CX]

@jkhattar thanks for your feedback.

Could you kindly try the following please

Send us the verbose logging via Private message.

On the app, navigate to the following:
i) Open the Hamburger menu (top left menu button) > Settings > Advanced > at the very bottom, enable verbose logs
ii) Terminate the app and relaunch the app
iii) Perform some operations that are failing and send us logs
iv) Open the Hamburger menu (top left menu button) > Settings > Advanced > at the very bottom tap on Send log reports.

Retrieve the logs and send them to me via pm. You might need to upload them to your preferred cloud storage provider of choice and send me a shareable link.

 

[jkhattar]

Got it, just send the logs over to you

 

[ThomB_3CX]

Hi @jkhattar, logs receieved although could you kindly make it a publically shareable link please.

 

[NicholasP_3CX]

The firewall checker does not check the HTTPS port of the PBX. Your HTTPS port seems to be closed but your tunnel port is open.

A quick check you can make is to see if you can navigate to your 3CX web client through the browser of the phone while inside and outside the network.

Internally you will need to resolve the FQDN of the my3cx.us FQDN you have to the internal IP Address of the server, and externally, you will need to allow access through the firewall.

 

[jkhattar]

Checked and we cannot navigate on the phone when outside the network

We do have the HTTPS port open on our firewall for PBX, i'll have to double check that

 

[bitn2]

Checked and we cannot navigate on the phone when outside the network

We do have the HTTPS port open on our firewall for PBX, i'll have to double check that

Than it could be the wrong port. Check on the dashboard which is your https port and than check your firewall.

 

[ThomB_3CX]

@jkhattar from the logs, it seems to be a port issue. We see this in the logs

Caused by: java.net.ConnectException: failed to connect to {fqdn}{ip} (port 443) from /{ip} (port 50616) after 10000ms: isConnected failed: ECONNREFUSED (Connection refused)