Android 3CX App - Cannot Answer Calls. No Display Info

[timmehb]

Here I am again, with issues related to the Android 3CX app and we're tearing hear out again.

We've about 60 Android devices in the field, so big issue for us.

Incoming call notifications are getting to the phone - but the App is not opening. This means the phone is ringing and vibrating, but sat at either the lock screen or the home screen - no way for the end user to answer the call.

Link to video of it -

https://vimeo.com/manage/videos/582859052

Disabling Telecom API does not have any effect.

Again, another big issue for us in relation to the Android App within a month.

 

[ChrisC_3CX]

We'll have to get a bit more info regarding this issue:

1. Are these devices the same make/model mentioned in this post? If not, could you please let us know what make/model is affected by this?

2. Does this occur for every single call for all devices?

3. Does it make a difference if the device is locked or not at the time the call is received?

4. What Android version are the affected devices running?

5. Are the affected 3CX Android Clients running the latest stable version(16.7.8.121)?

 

[timmehb]

Hi Chris

1. Are these devices the same make/model mentioned in this post? If not, could you please let us know what make/model is affected by this?

Seen across different hardware models. Majority of our devices are CAT S42, but this issue has also been seen on a Samsung Galaxy A51 and A52. No doubt other Android models are similar.

2. Does this occur for every single call for all devices?

Inconsistent. On the CAT S42, it seems that when the phone is locked and app is not in focus the issue will occur. This is evident on the video. Once the screen is unlocked (and even with app not in focus) the 3CX app does appear. But I have observed a Samsung Galaxy A52 today where the issue consistently occurs. The phone will ring and vibrate but nothing displayed, no 3CX app notifcation - with the screen locked and unlocked

3. Does it make a difference if the device is locked or not at the time the call is received?

As above - observed in both cases where the issue only happens when screen is locked on one model, but consitently all the time with another.

4. What Android version are the affected devices running?

We are running Android Version 11

5. Are the affected 3CX Android Clients running the latest stable version(16.7.8.121)?

Confirm we are using 16.7.8.121


I have seen a very similar post - https://www.3cx.com/community/threads/android-call-issues.83025/ - that is detailing the same and been intouched with OP. He suggests developers are aware ?

 

[timmehb]

Further video of the issue happening on CAT S42 handset.

{URL]https://vimeo.com/583058359

 

[ChrisC_3CX]

I have seen a very similar post - https://www.3cx.com/community/threads/android-call-issues.83025/ - that is detailing the same and been intouched with OP. He suggests developers are aware ?

I cannot confirm if what is described in the case in the linked post is the same exact issue or not without both cases being thoroughly investigated. That said, to be certain that this is looked into properly and that we don't miss anything, we must treat each case separately at least until enough data has been analyzed that would prove if they are related or not.

I'll PM you shortly so that we can gather a bit more information regarding this specific case.

 

[nobody]

I had similar problems in the past, but these were introduced and later fixed by updates:
https://www.3cx.com/community/threa...-black-phone-rings-however.78436/#post-361457

Currently the status is that when I use my xperia, screen stays black, but the workaround pressing power on and off helps.

 

[ChrisC_3CX]

@nobody

Currently the status is that when I use my xperia, screen stays black, but the workaround pressing power on and off helps.

Do you mean that this happens when you receive an incoming call?

Could you describe the exact process when you receive an incoming call when the screen is locked, for instance:

• does it ring but screen does not wake?
• do you receive a notification instead of the answer/reject screen?
• do you need to unlock the device manually to then see the answer/reject screen and answer the call?

Also, does everything work normally if the device is unlocked?

 

[nobody]

I thought i have detailed in the linked post every aspect of the incoming call? What are you missing?
An addition:
when I say "I press the lock button again, thereby unlocking he phone": Since the lock button on the sony is coupled with the fingerprint sensor, it is the same as I would enter my password for unlock.
That means: the call can only be answered when the phone is unlocked!
Without the combined fingerprint + poweron button, I think it is not easy to perform all this before the call is gone.

 

[ChrisC_3CX]

@nobody

I had similar problems in the past, but these were introduced and later fixed by updates:
https://www.3cx.com/community/threa...-black-phone-rings-however.78436/#post-361457

Sorry, I had understood that the issues described in the post had been taken care of because you said that they were later fixed.

In any case, the linked thread was in January and there have been three 3CX Android app updates since then, are you facing the same exact issue as described in the post with absolutely no change?

Also, I see you mentioned Telecom API being ON. Could you turn it off, exit and re-launch the app and then give it another go? Let me know if you get the same exact behavior or if anything changes. Even very small changes in behavior might matter.

 

[nobody]

If I remember correct, there was a (beta) release when the probem went away, but it came back later with another.
But I cannot remember for sure. Might be as well present since then.
Yes, occurs also with telecom API off.
A logfile enclosed here, zip container.
If the attachments contains private data please delete it after downloading.

 

[nobody]

Btw. I dont want to hiijack this thread. I only thought the behaviour of my xperia looks very similar to the OP Problem.

 

[ChrisC_3CX]

@nobody

I'll PM you shortly with something I'd like you to try.

 

[timmehb]

Hi there,

I don't suppose there is any update on this. Even a comment from the Devs will be enough.
This is wreaking havoc in our environment.

Many thanks.

 

[NickD_3CX]

Unfortunately there is no update yet.
We have passed the information onto our dev team.

The behavior of the CAT S42 seems to be quite different than that of most other Android devices.
When there is an update, we shall let you know, I can't give you any ETA though.

 

[timmehb]

If there is anything I can do to speed up the process.
I can even give you a CAT S42 handset if that is possible? No need for return. If that speeds it up.

 

[NickD_3CX]

If there is anything I can do to speed up the process.
I can even give you a CAT S42 handset if that is possible? No need for return. If that speeds it up.

Thank you very much. It is not so much acquiring the device, it is more what needs to be changed in the App for it to work.
Our app follows the "best practice" suggested for Android Development based on the Google documentation. We all know of course that each manufacturer that adopts Android has their own opinion about what the best practice, especially when it comes to permissions and notifications, but more or less they are similar.

In this case, there seems to be some key differences.

Once there is an update, I will be sure to update this thread.

 

[timmehb]

Thank you very much. It is not so much acquiring the device, it is more what needs to be changed in the App for it to work.
Our app follows the "best practice" suggested for Android Development based on the Google documentation. We all know of course that each manufacturer that adopts Android has their own opinion about what the best practice, especially when it comes to permissions and notifications, but more or less they are similar.

In this case, there seems to be some key differences.

Once there is an update, I will be sure to update this thread.

I've PMd you with better video evidence of it if it gives any benefit to the Devs.

 

[ChrisC_3CX]

Anyone facing similar issues, please give our newly released 3CX Android BETA App a test run and let us know how it goes!