Android app issues after U5

[sbrammer]

I have a user who had the Android client installed on her Samsung 10+ and it has been working fine for the last several weeks while working remotely. Last Wednesday night, i did the upgrade to v16U5, and the user stated the app never worked since. She has tried to uninstall\reinstall, and is saying she is unable to hear people sometimes, or they can't hear her sometimes. User also stated that many times the call just drops.

Any suggestions or advice would be appreciated.

 

[JohnS_3CX]

Hi,

What exact version is her app? Can be seen in the About menu

 

[sbrammer]

Hi,

What exact version is her app? Can be seen in the About menu

I sent an email asking for this information, but have not heard back yet. Yesterday I did send the person the Google Play Store app link that is located on the 3cx download link page, and she said she uninstalled and reinstalled the app on Monday, so i would assume it would be the latest Android version (16.3.0).

 

[JohnS_3CX]

The version is made up of 4 distinct numbers, she should have 16.3.0.81 if you can confirm it

 

[sbrammer]

She confirmed it with "It says I have version 16.3.0.81"

 

[JohnS_3CX]

Great, that is the latest version indeed.

If she is working from home, is it correct to assume she is on WiFi? If so I would be interested to hear if she works over LTE for a day (provided there is good signal in the home) so we can see the behavior on a different network too.

It is understandable that noticing issues after the update may raise suspicion, but the issue description sounds like a network problem and it would be good to eliminate the possibility.

 

[JamieR]

+1 have just posted about this and seen this.

I am also experiencing the same problem with a number of Android users but only when connected on WiFi

 

[JohnS_3CX]

Hi Jamie,

If the issue exists only on WiFi then we may have to eliminate it as a possibility by testing for the following suggested cases:

- Is it only on a specific WiFi (ie. the office)? Will it work ok in another WiFi (ie. at home)?
- If only on a specific WiFi, can you try connecting to a different access point in the same location if you have more than one?
- Are you using a guest WiFi that may have certain limitations VS an employee WiFi that allows more access to resources?
- Is the PBX Server on the same network and subnet, as the one the WiFi bridges your phone into?
- Do you also use the same Samsung Galaxy S10+ device? How do other devices behave on the same WiFi?

 

[sbrammer]

I reached out to the user again, and she told me "it worked better, but still in and out at times, but def better."

So it sounds like the issue still exists using wifi or LTE, but not as bad using LTE.

 

[sbrammer]

This is coming from the user's home wifi as we are currently working remotely. So there would be only one wifi.

I am using an iPhone, so i wouldn't be able to test. I know there are several other people who have Android's but have not commented on having issues.

 

[JohnS_3CX]

It may indeed be the user's WiFI in this case.

She could potentially try using the Webclient over the same connection if she has a computer+headset available. The audio might be more stable that way

We can at least get some feedback on webclient VS iPhone

 

[sbrammer]

i suggested to user to try the webclient instead of the phone app.