Android app never rings

[ZenMasta]

I am running 16.7.8 on my android device. Although I can make calls, my device never rings. It doesn't matter if the call is external via queue or internal direct extension dial. As far as I'm aware, my device is not in silent mode. I'm assuming because when I select, it asks if I want to set silent mode.

I know there are updates for this app in the play store but I have hesitated to update because in years past, it seemed to be a thing where new versions were not backwards compatible. Ie v15 didn't work with v14 server. Forgive me if the numbering is wrong but I definitely encountered this issue at some point a long time ago.

Has that changed so I can freely update the app without worry?

 

[Vali_3CX]

What is your PBX version, as in Management Console's Dashboard?

 

[ZenMasta]

PBX Version 16.0.4.504

Device OnePlus 7 Android 11
Doesn't matter if I'm on WiFi or 4g. Mainly when I actually want this to work, is when the internet is out at the office and I need to get calls over data.

DND is not enabled, neither is battery saver.

 

[NickD_3CX]

It is very possible that the reason incoming calls aren't working is because Google has changed how PUSH works since the version of 3CX you are using was released (btw, it is quite old). With these kind of things you need to stay up to date!

What you need to do:

1. Right now, even if you wanted to, you probably can't even update your 3CX via the Management Console, so you first need to log into SSH, switch to the root user and run this command:
   

   bash <(wget -qO- https://downloads-global.3cx.com/downloads/misc/ActivationPatch2020/v160.sh)

   This will take your 3CX install to U5.
2. After this, log back into the Management Console and install all updates until your 3CX reaches at least V16 Update 8.
3. Once you do this, make an outbound call from your Android, then try making an inbound call to it to see if it works then.

My advice, which you should also do if it still doesn't work after the above steps, is update to V18. To do this, follow the instructions here:
https://www.3cx.com/docs/upgrading-pbx/

 

[ZenMasta]

I'm out of maintenance so I suspect even that won't work.
Okay, well thanks anyway. I did update the android app from the play store after making a backup. That didn't help.

 

[NickD_3CX]

I'm out of maintenance so I suspect even that won't work.

It should work and I think you do have maintenance.
If you are unsure, the best thing to do is contact your 3CX Partner to help you out.

 

[ZenMasta]

That did it. Thanks NickD. That updated me to 16.0.5.622

 

[NickD_3CX]

Excellent!
Now, if you do in fact still have maintenance (check from your Management Console --> Dashboard, on the right panel), I'd highly recommend taking your 3CX right up to V18 Update 8, which is the last V16 update, then make the jump to V18.

Tip:
Before Upgrading from V16 U8 to V18, make a full backup of your 3CX and download the Backup file to your local machine. This is because during this upgrade, your Debian will also be upgraded from Deb9 to Deb10. While this has been tested a lot, there is a slight chance of failure.
If you have a backup though, you'll be safe in any case and can simply to a clean install of V18 and restore your V16 U8 backup and all will be good.

 

[CloudAware]

I don't want to hijack this thread, but i am having the same issue here. Running 3CX version 16.0.234 Enterprise license. I hear this issue every now and then from different users, so i think there is something to these complaints.
When i now look at the phones, i see his (remote) webclient is logged in, but his Android App is not. So it seems his internet connection is up and running, but his Android App is not logged it (what explains why it is not ringing)

 

[Evolute IT]

I don't want to hijack this thread, but i am having the same issue here. Running 3CX version 16.0.234 Enterprise license. I hear this issue every now and then from different users, so i think there is something to these complaints.
When i now look at the phones, i see his (remote) webclient is logged in, but his Android App is not. So it seems his internet connection is up and running, but his Android App is not logged it (what explains why it is not ringing)

The Android app would only show up while it's opened and in foreground of the mobile phone.

The rest of the time they use Push so they don't appear there.

 

[CloudAware]

Ah ok! I did not know that... The problem remains of course: the App does not receive the calls. Somehow push notifications do not arrive at the phone.

 

[Evolute IT]

Ah ok! I did not know that... The problem remains of course: the App does not receive the calls. Somehow push notifications do not arrive at the phone.

Is it enabled? And what's the phone model? It needs Google Services to work, so a Huaweii or something like that may not work.

 

[CloudAware]

I am unsure as i cannot see that atm because the app is not in the foreground, i will check that when he is online.
But this is massively important. What you are saying is that you cannot use the app reliably for every (up-to-date) Android phone? Is there a list of phones that do and do not work?

 

[Evolute IT]

I am unsure as i cannot see that atm because the app is not in the foreground, i will check that when he is online.
But this is massively important. What you are saying is that you cannot use the app reliably for every (up-to-date) Android phone? Is there a list of phones that do and do not work?

Android is flacky at best. Too many differences from too many manufacturers.

I know Samsung usually works well. Other than that, I can't say. I use an iPhone because of all these Android flackyness.

 

[CloudAware]

Is there any documentation of what brands/types work well?

 

[Evolute IT]

Is there any documentation of what brands/types work well?

Nope. Browse the Android part of forum and you'll probably figure a few out from the issues people had.

 

[CloudAware]

@Nick Galea i hear from my Dutch distributor there are more people with Android push issues. I hope this can be solved quickly. Thank you!

 

[NickD_3CX]

@Nick Galea i hear from my Dutch distributor there are more people with Android push issues. I hope this can be solved quickly. Thank you!

There is no general issue with PUSH that we are aware of. Sure it may happen very rarely that a PUSH request does not arrive, but if it happens constantly and never works, something else is going on.

Make brand new 2 extensions on your 3CX installation and send me the the welcome email attachments in a PM, I'd like to try with a few Androids I have here that I know for a fact that work, just using your 3CX system....

 

[NickD_3CX]

Just to slightly update the thread, some test phones in our lab worked, now to try and see what the issue is where some specific phones don't ring.

Could be something specific to Mobile Provider or ISP.
Also, possibly try with another Android device.

 

[Fritz Reinhardt]

Hello,

I have the same problem that certain android phones can not be awakened from doze/idle mode. I.e. when I put display timeout to 30 minutes, phones stay awake and allow being called. As soon as they sleep by themselves or they are put to bed by the button at the side, it is a question of 1-2 minutes, until the missed push-messages like "it rings" or "chat-messages" arrive.

My idea: To find out, if only certain android-phones have this problem - maybe we could make a list of phones, that have been tested? Like everyone here could mention his negatively or positively tested models?

I myself tested following models:

model name	model number	OS	result
Samsung Galaxy A6 2016	SM-A510F	Android 7	can always be awakened
Samsung Galaxy A21S	SM-A217F/DSN	Android 11	quietly keeps sleeping
Samsung Galaxy S21+	SM-G996	Android 11	can always be awakened
Samsung Galaxy S9+	SM-G965F	Android 10	can always be awakened

Thank you for your input

Fritz