Android 3CX App don't receive call if not Running

[IT_VBO]

Hello,

I see if the 3cx Andoid client is reduced (running, but reduced), the app don't receive call or notification !

In that case, the 3cx android client is not usable as a softphone...

Maybe having something wrong in push notification ?

Best Regards
Vincent

 

[Marios Neophytou]

Hello,

What do you mean by running but reduced?
Do you mean that the app is on background and you do not receive any notification?
Can you provide us with more information so we can understand your issue? (App version, Mobile brand etc..)

Thank you

 

[IT_VBO]

Hello,
Thanks for asking more information's.
You run the 3CX app
The App start, connect to PBX.
after, you just push the "home button" for coming back to home view of android.

Or simple, you're smartphone going to sleep (screen turn off).

Best Regards
Vincent

 

[Marios Neophytou]

Hello,

Do you have PUSH enable for the specific extension ? (Extension >> Phone Provisioning >> Enable PUSH for smartphones)

Thank you

 

[IT_VBO]

Hello,

Yes, i have the Push option enabled.

Best Regards
Vincent

 

[Marios Neophytou]

You run the 3CX app
The App start, connect to PBX.
after, you just push the "home button" for coming back to home view of android.

Or simple, you're smartphone going to sleep (screen turn off).

- I cannot see any issue with the above scenarios.
- Just to let you know that if you press the home button or just lock the phone then the app does not go imminently to PUSH mode -- it needs few second.
- If you exit the application normally by clicking the exit button on the app menu, does the phone receive PUSH calls, notification or chat messages ?

Also, please indicate your device's brand and 3CX App version so we can check further.

Thank you

 

[IT_VBO]

I receive notification, but not call.

strange.

App version : 15.5.303

Android : 7.0
Model : SM-G935F

 

[Marios Neophytou]

- SM-G935F is one of our main device and I do not see any issue.
- Check also if the PUSH request have been sent from the PBX (Check 3CXDialer.log file under PBX server or download the log file from management console)
- Run the firewall checker and see if any port is blocked
- Try another extension on the same device and see if it is receiving PUSH

Thank you

 

[IT_VBO]

Hello,

Same. I had configured Firebase push service, like recommended. Maybe having a misconfiguration. I go check and come back later.

 

[Marios Neophytou]

Hello,

In case of misconfiguration you will see the following line under 3CXDialer.log file:

Unauthorized The request's Authentication (Server-) Key contained an invalid or malformed FCM-Token (a.k.a. IID-Token).