Android App not Provisioning

[ServerCaseUK]

Hi, We're having a problem getting the Android 3CX provisioned on mobile devices. We have many phones/extensions all setup and working, but would like to add several people with the android app. We've not used the Android app before, just the 3CX softphone and physical desk phones.

On the 3cx app, the user will scan the QR Code, it accepts it and says "Downloading Settings", which shows for about a second and literally that is all that happens. It doesn't seem to provision the app and just says "no active profile".

I've tried several phones, all running latest Android software and different manufacturers (mine is a Huwaei and another is Samsung).

Nothing shows up in the Event log on the 3CX system (no warnings, errors etc) and I dont know how to obtain any kind of log on the mobile device itself.

The phones are on the same network (subnet) as the 3CX system.

Any ideas what I am doing wrong and how I can start troubleshooting this further?


Thanks.

 

[nobody]

What version is your pbx? If not 16, the current client might not work. If this is the case use the 3cx legacy client.

 

[ServerCaseUK]

Thanks for the reply - Yes, running Professional Edition - Version 16.0.910.

 

[nobody]

Give the legacy version a try, because thats easy to check with one mobile phone.
The current pbx version is 16.0.3.676.
If this does not help, the next step i would recommend is to disable any Firewall. Then try again.

 

[joergewald]

I'm having the same problem: On my Pixel 3XL (Android 10), after installing the app and scanning the QR code sent to me in the welcome email (or scanning it from the Web client), I get "No Active Profile".

Where can I get the legacy version you mention?

 

[nobody]

google play store, search:
3cx legacy

 

[joergewald]

Thank you. That also gives me only the current app (updated October 7, 2019).

 

[joergewald]

Ah, found the link at the bottom of the description, thank you again!

 

[joergewald]

No joy: "Your device is not compatible with this version"

 

[nobody]

https://play.google.com/store/apps/details?id=com.tcx.sipphone_legacy&hl=de

I do not understand that 3CX does not have an archive server with all ever released apks for the phone. Android is not apples walleted-garden. Instead it is a garden with doors to the outer world. I have no problem to use the PlayStore for the main download source, but in case something is not easy to find, there should be an archive server availiable.

 

[joergewald]

Great, thanks, I'll give those a try. Our Sysadmin also promised an update to the newest PBX version at the end of this week...

 

[JohnS_3CX]

Please avoid downloading our app from untrusted sources, it is unknown whether the file was modified and there is a potential security risk of giving unintended access to your PBX to 3rd parties.

 

[JohnS_3CX]

As for the issue you faced, we recommend upgrading to V16 Update 3 and using our latest app from the official Google Play store. Send a fresh welcome email and try to provision your device from that specific QR code. If your PBX is on a local server, your firewall policy may be blocking hairpin traffic. You can easily test this by disabling WiFi and connecting via LTE before you scan the QR. Also avoid running any VPN software while doing this procedure in case you are using VPN. Just run your provisioning over regular LTE connection your mobile carrier provides.

 

[nobody]

Then, why does 3cx not host itself a download location? This is not very hard to setup.
https://www.3cx.com/community/threads/android-app-not-provisioning.68810/post-301053

Every user would say Thank You!

Regarding downloads from 3rd party sites:
It is rather rating tricky or mayhem to change a signed package so that the packacke itself contains new code. I would even say this is impossible. Unless you download something else instead of the programm you need, there is not much danger - of course you have to verify the digital signature.

 

[JohnS_3CX]

I have to counter this point, because we would end up with a bunch of different versions out in the wild that are not intended to work with the actively developed version of the PBX we currently support. It would be segmenting the users of many PBXs that are currently installed across the world and generating more problems than it solves.

We do however provide you with a legacy app meant for the older PBXs along with our new app which will always be supported by our latest PBX. The previous editions of apps cannot be guaranteed to work and will not maintained for fixes and security updates either, potentially causing undesired and untested behavior especially as people move forward to newer versions of the Android OS and try to install old unsupported APKs..