Solved Android App - No Ring Volume on 1 phone

[CarlosS]

I can't figure out why this one Android client has no ring volume: all other clients defined in PBX work fine.

• Call goes through but there is no ringing volume to alert of call just the display notification
• If I pickup call, audio is fine both ways in the call
• Push notifications are enabled in User definition in PBX
• Push notification for 3CX are all enable in Android phone
• Silence mode in 3CX Android app is not enable
• All device volume settings are high in Android phone
• I verified the user is defined same as other users that work fine
• I deleted the 3CX app from phone and reinstall from scratch and provision
• I deleted the User from PBX and redefine from scratch and re provision the client
• Enabling or Disabling "Car/Bluetooth" setting makes no difference

I tend to think is device (Android) related but I can't figure out how to resolve, please advice if I am missing something?

Thanks in advance

 

[ChrisC_3CX]

Just so that we first better understand the situation, please let us know of the following:

• What exact brand and model are you using?
• Is this the only device of this model? If you have more, do they have the same issue?
• Which version of 3CX are you running(Management Console >Dashboard >> Information >> License)?
• Which version of the 3CX Android App are you running(Android App >> Menu >> About)?
• Have you tried toggling the 3CX Android App silent mode off and on(Menu >> Silent)?
• What's selected under "Menu >> Settings >> Advanced >> Ringtone type"? Can you change it to custom or system default?

 

[CarlosS]

Just so that we first better understand the situation, please let us know of the following:

• What exact brand and model are you using?
• Is this the only device of this model? If you have more, do they have the same issue?
• Which version of 3CX are you running(Management Console >Dashboard >> Information >> License)?
• Which version of the 3CX Android App are you running(Android App >> Menu >> About)?
• Have you tried toggling the 3CX Android App silent mode off and on(Menu >> Silent)?
• What's selected under "Menu >> Settings >> Advanced >> Ringtone type"? Can you change it to custom or system default?

1- Pixel 4
2- Yes is the only one I have. I also have a Pixel 4a that is working fine in its own extension. I reconfigure it to use the problematic extension and it rings just fine which makes be beleive it is a phone related setting.
3- Version 18.0.1880
4- Version 16.7.8.121
5- Yes I tried toggling the silence mode. I also called the phone with both settings and there was no difference in behavior.
6- 3CX built-in, I did try "System Default", no difference.

Thanks for looking into this. If I can provide additional information please let me know.

 

[ChrisC_3CX]

I have to say this is strange as I just got my hands on a Pixel 4 running Android 11, tested it on 3CX v18 while running 3CX Android v16.7.8.121 and can confirm everything works fine. Only way I could "reproduce" the issue was by either setting the device or the 3CX Android App in silent mode. That said, I'm not sure what might be causing this or if it is just a case of a problematic device but you could check a few things like:

• making sure it is also running android 11 and has no more available updates.
• make sure no Bluetooth devices are connected that may be contributing to the issue.
• all volume levels are full.
• go into Menu >> Settings >> Advanced and press on "Android app settings". Make sure that there are no settings causing the problem.

 

[CarlosS]

I have to say this is strange as I just got my hands on a Pixel 4 running Android 11, tested it on 3CX v18 while running 3CX Android v16.7.8.121 and can confirm everything works fine. Only way I could "reproduce" the issue was by either setting the device or the 3CX Android App in silent mode. That said, I'm not sure what might be causing this or if it is just a case of a problematic device but you could check a few things like:

• making sure it is also running android 11 and has no more available updates.
• make sure no Bluetooth devices are connected that may be contributing to the issue.
• all volume levels are full.
• go into Menu >> Settings >> Advanced and press on "Android app settings". Make sure that there are no settings causing the problem.

OK, I appreciate the pointers.
I also got my hands on another Pixel 4 this morning and after provisioning the same extension it worked fine.
Must be a stubborn phone
You can close this issue as it does not appear to be 3CX related.
Thanks for your help!

 

[ChrisC_3CX]

You're very welcome!

Do free feel to start a new thread should you need anything else!