Solved Android 16.3.0.81 stuck on "Connecting"; iOS w/same account works fine

[mwhite41]

Hi

I have been using the iOS softphone successfully for a couple of years, my 3CX version is 16.0.5.611, running on Debian. I recall testing 3cx on an Android (Pixel 2) phone when initially testing and it was fine.

But when trying to add a new extension this week, I am unable to get past "Connecting" on the Pixel 2 running Android 10. (3cx app is 16.3.0.81) The server suggests the softphone is connecting OK, and from a different softphone I can dial the Android extension, which rings - but I cannot answer it on the Android.

The same 3cx account, when provisioned on an iPhone, works perfectly. I also tested the same 3cx account configuration on an older Pixel with the legacy 3CX Android App - this worked fine.

I've noted other posts suggesting it was something to do with tunnelling? And AV software? Not sure this applies to me - as above running Debian. Is there something on the Android I should be checking?

I took a log from the Android device, it's sent to android@3cx and also attached here. Any advice appreciated!

Thanks in advance,

Mark

 

[leejor]

Since it worked on an earlier Android version perhaps it is the OS and not 3CX.

See...

https://www.3cx.com/community/threa...ixel-3-call-is-in-silence-notification.68007/

 

[mwhite41]

At the moment I have the same account, that provisions and works correctly on the legacy client (155Legacy - 16.0.0.6) on an Android 8 Nexus 5x, but doesn't get past the "Connecting" message on a Pixel 2 running 16.3.0.81. Unfortunately the 155Legacy app isn't compatible with the Pixel's Android 10 (Nexis 5x is Android 8).

So it's different versions of 3cx - legacy works, current doesn't. Surely I am not the only one experiencing this?

 

[JohnS_3CX]

Hi Mark,

The legacy version is definitely not designed for the latest version.
Please ensure the following first before any troubleshooting takes place:

PBX = 16.0.5.619
Android = 16.3.0.81
iOS = 16.1.1.323

 

[mwhite41]

Hi Mark,

The legacy version is definitely not designed for the latest version.
Please ensure the following first before any troubleshooting takes place:

PBX = 16.0.5.619
Android = 16.3.0.81
iOS = 16.1.1.323

John

Thanks for your response; I posted the Legacy App status as it's the one client that I have been able to get to work on the new version. I have even uninstalled and reinstalled the iOS app, rebooted the phone and server - this has me stumped. There's been no config changes, just version updates on each, and now I can't work out why neither Android nor iOS clients work.

Any ideas appreciated,

Mark

 

[mwhite41]

Hi Mark,

The legacy version is definitely not designed for the latest version.
Please ensure the following first before any troubleshooting takes place:

PBX = 16.0.5.619
Android = 16.3.0.81
iOS = 16.1.1.323

And confirming, yes those are my versions of the apps (iOS and Android) and 3CX server.

 

[JohnS_3CX]

Just confirm, is your tunnel port and https port open on the pbx side? (5090 and 5001 by default)

This is one thing that would stop both platforms from connecting

 

[mwhite41]

Thanks, and yes confirmed - ports are open, and the firewall check completes successfully. But unless there is something that has changed platform-wise in the past few weeks with say tunneling, doesn't suggest why a working iOS client suddenly can't connect. Again, this has been a working PBX config for around 18 months - iOS worked perfectly, as did Android. Now I can get a Legacy Android client to work, but the same config on either Android or iOS won't connect. Only thing that has changed is updates to 3CX and presumably the apps.

Got me perplexed.....

 

[JohnS_3CX]

I will send you a PM so we can try a couple of things

 

[mwhite41]

Many thanks to @JohnS_3CX for his help - and pointing out that I needed port 5090 open (TCP) for Tunnelling to work with the new clients. Now resolved on iOS and Android.

Best regards

Mark

PS As an aside, tunnelling is now default on new clients??

 

[JohnS_3CX]

Yep its standard now by default. You're welcome and I'm glad to hear it was now resolved