ANDROID APP NOT RINGING

[Andrea Masi]

Hello,

I have configured some extension with the qr code, and the same extension, reading the same qr code, if configured on ios works well, but in Android it works well except for the receiving feature, because it don't ring and don't show any receive call.
The connection use the 3cx tunnel to access the server. The version of the server and clients are the last available.

thanks
andrea

 

[JohnS_3CX]

Hi Andrea,

Please give us the exact versions of:

• Your PBX
• Your Android app
• Your phone model and Android version

 

[Andrea Masi]

Hi
3cx pbx professional 16.0.611
app android 16.3.0.81.
android version 8.0.0
samsung galaxy s7

 

[JohnS_3CX]

Thanks. Firstly I would recommend to start from the beginning with a full basic test to check functionality:

1. Ensure your Android OS is not in DND/Silent mode
2. Delete the app from your phone, then reinstall it
3. Create a brand new extension in your Management console, do not change any of its settings
4. Try to provision the S7 with the QR code, allow all permissions asked (especially
5. Make a couple of test calls to ensure everything is OK
6. Lock the phone now, and call the extension to see if it it will ring

 

[Chris Waldie]

We are having the same issues with Android and iOS which started yesterday

 

[Kym Busby]

Having the same problem here:

• Your PBX: Enterprise Annual 16.0.5.612
• Your Android app: 16.3.0.81
• Your phone model and Android version: Samsung S10 on Android v10, One UI version 2. Android security patch level 1 March 2020

I've removed and reinstalled the app from the play store, reprovisioned the extension via QR code, no luck. I can call out fine on the app though as others have reported, it simply does not recognise any inbound call. I've even tried simply dialing the extension number from an IOS device configured with another extension, on the same wireless network - no go.

 

[Kym Busby]

So I've updated the app to the latest beta, and updated the phone software, still cannot receive calls to 3cx app, either external or internal, on wifi or LTE.

• Your PBX: Enterprise Annual 16.0.5.612
• Your Android app: 16.3.1.93 (beta)
• Your phone model and Android version: Samsung S10 on Android v10, One UI version 2.1. Android security patch level 1 May 2020
• Kernel version 4.14.113.18242812

I've just done a further test on a customer's PBX, running 16.0.4.504. Set up the 3cx app to use an extension on this PBX and called it from external and it works. The problem lies with 16.0.5.612 PBX

FYI, both instances are set up in the cloud with Binary Lane, with exactly the same firewall rules etc.

 

[Aaron Falzon]

Are you running your own Google Firebase (FCM) https://www.3cx.com/docs/

I am on latest (been on last few) and not having trouble

 

[Kym Busby]

No, someone else pointed me to the guide https://www.3cx.com/docs/ and I've followed these steps and it works. Must be something broken in the default firebase setup in U5 as the guide itself says 3CX pre-configures Firebase for you using its own Google account. You only need to follow the below procedure if you wish to channel push messaging via your own Google account.

Perhaps there is an issue with 3cx' Google account?

 

[JohnS_3CX]

Hi Kym,

It's possible that Google decides to throttle specific devices from specific PUSH accounts, I don't know the exact criteria they use.

If you have issues with the 3CX public account that is built in, the solution is to use your own Firebase.