Android App Not Connecting

[greatchoice]

I have a customer that seems to have a strange problem. The app seems to glitch where they are not able to see recent calls, texts or voicemail. They can make calls and receive. The online extensions shows Green.

Customer has a Galaxy Note Ultra 20.

We have force closed. The only thing that works is if they log out and back in but they need the QR code and not a real solution.

 

[KyriakosP]

Hi @greatchoice,
To assist can you please provide more app and PBX details as described in this post?

 

[greatchoice]

Its brand new! Everything was done brand new, up to date. I am hoping that someone knows why the app is messing up. Like i said, it connects to the PBX just fine.

This is an APP issue

 

[Vali_3CX]

@greatchoice
"if they log out and back in but they need the QR code"

If I properly understood this sentence, then this is a strong hint that the app didn't get granted the rights to write on device storage to store the account data, therefore the account is lost once you exit the app.

Please provide us the client version and also the Android version. Also, client changelog would be useful, you can contact @KyriakosP or me by PM.

 

[KyriakosP]

@greatchoice,

You can get a verbose log from the app while the issue occurs and PM me to investigate further:

a. Go into the app's 'Settings', then 'Advanced' and enable the 'Verbose Logging' option.
b. When the issue occurs, use the 'Send Log Report', i.e. the last option in 'Settings'> 'Advanced'.
c. After you select the 'Send Log Report' option, you can now disable the 'Verbose Logging' option.

Also as @Vali_3CX mentioned earlier, please provide us with version for the app, Android OS and PBX so that we can investigate.