Solved Android 9 with 3CX 16.7.8 never rings

[Vincent_Demers]

At my place (ouside of the network where the 3CX pbx is located) I have two android phones provisionned to the same 3CX extension.

Everything has been running well for a while. But since the past few weeks my Android 9 phone with 3CX 16.7.8 never rings anymore.

My older phone which runs Android 6 with 3CX 15 legacy still works well and receives push notifications.

I do not believe the problem is linked to my extension or to the PBX configuration in any ways since one of my Android phones receives push notifications while connected to the same wifi network.

I have reinstalled the 3CX app in my Android 9 phone and re-provisionned my extension but that does not fix the issue.

I have also ensured that the 3CX app is not restricted in any way in the "Battery Saver" settings.

I'm not sure what to do next... Anybody can assist me with this issue?
Thanks Vincent

 

[ChrisC_3CX]

The fact that the device that works is running the legacy v15 3CX Android App leads me to believe that you are running an old version 3CX PBX, specifically v15. Could you please confirm if this is the case? You should be able to check the exact version in Management Console >> Dashboard >> Information >> License.

Note: If this is the case, do bear in mind that 3CX v15 is no longer supported and you will be required to upgrade to the latest stable version which currently is v16.0.8.9 for the latest CX Android client to work.

 

[Vincent_Demers]

Hi Chris

The pbx is running 16.0.9.


I remember that we updagraded to v16 over a year ago.

This problem is new and only on this device. I'll ask collegues later today to see if they have noticed this as well.

Thanks for helping
Vincent

 

[ChrisC_3CX]

If that's the case , you could try disabling or enabling Telecom API in the 3CX Android App. Just go to Menu >> Settings >> Advanced and toggle the Telecom API option. Test with it being both OFF and ON to see if any of the two settings resolves the issue.

If you are able to get more information for other devices too do let us know. Also let us know exactly what device is facing the issue (full model) and if the issue occurs regardless of where you are connected(different wi-fis, LTE, etc). The more information we have, the more we'll be able to narrow it down.

 

[Vincent_Demers]

Hi Chris!

Disabling the Telecom API has fixed the issue!

Thanks for much for helping!.

I confirm that the behavior is the same either if Im connected to the wifi or not.

Here are more information about my device.


While doing tests I noticed that with Telecom API enabled on my device the phone vibrates just a tiny bit when there is a call incoming but there are just no dialog displayed that would allow me to answer the incoming call.

Thanks again for your precious help!
Vincent

 

[ChrisC_3CX]

You're very welcome!

Glad to see you managed to resolve the issue!

Please feel free to start a new thread should you require additional information or help!