Android app getting request failed

[Calz88]

Hi,

we have one customer who when trying to answer calls on the 3cx app keeps getting request failed when trying to answer calls.

this happens on both internal and external calls, from the Lock Screen and the app is open, on both 4g and wifi.

we have tried,

removing and reinstalling the app
reprovisioning the app with a regenerated qr code
restarting the device

we are Running version Enterprise 16.0.8.9, not sure what android version the customers device is on

anyone have any ideas how to resolve, as ive Run out of ideas and can’t replicate the issue on out retest bench

thanks

 

[VasilisV_3CX]

Hi @Calz88,

Can you provide us with more information? https://www.3cx.com/community/threads/every-new-post-must-contain.20492/

Does this also happen when placing calls?

Does this happen on any other devices or only this one?

 

[Calz88]

Thanks, Vasilis,

I have been waiting for the customer to get back to me with some information,

Samsung Galaxy SM A715F/DS

Android Version 11

App Version 16.7.6.105

Enterprise Annual 16.0.8.9

Network Connection: on ipv6 public-facing IP connected to wifi and on 4g

this is on a separate network to the pbx as the pbx is hosted by 3cx

only

when trying to answer a call from both the lock screen and 3cx app open says call failed and follows the programing for that extension

 

[ChrisC_3CX]

Does this also happen when placing calls?

Does this happen on any other devices or only this one?

Could you please provide info on the above?

Also, try disabling "Telecom API" from within the 3CX Android App settings and let us know if the issue persists. To do this go to Menu >> Settings >> Advanced >> remove the checkbox for "Telecom API"

 

[Calz88]

hi chris ,

this has also already been done following other posts I have seen in this forum and still doesn't work

 

[ChrisC_3CX]

I see, how about other 3CX Android Apps on this same 3CX PBX, do they work? Does this issue affect placing calls as well?

 

[Calz88]

this is the only android phone that I'm aware of having problems, we have provisioned the same extension on an android and ios device in our office and have no problem answering calls.

 

[ChrisC_3CX]

Try the following:

On that specific android device, please completely uninstall the app, join the beta program and re-install.

To do this,
• Go into the Play Store
• Search for 3CX and press on it (not Open)
• Uninstall and then scroll down a bit where it says Join Beta and press Join. It will now say "Joining Beta..."
• Exit and give it a few minutes, when complete it should say "You're a beta tester" where it said "Joining Beta..." before.
• Scroll back up and install the 3CX Android App.
• Once installed launch the App, provision it to the extension and go to Menu >> About, confirm it is version 16.7.7.118

Try both receiving a call and making a call, please let us know what happens in each case.