Android app push messages coming with delay

[alex.filip]

Hello

Please help us to find what is the problem with push messages to android phones. If phone is not unlocked (display off) more than 5 min, all push messages come after 2+ minutes.
No problem with calls, only messages. If Android phone is unlocked - message come instantly and these problem is with all Android phones (we use 50+ different phones with different android versions and different 3cx app versions - latest or beta).
All recommendations from https://www.3cx.com/docs/android-push-troubleshooting/ we implemented, even Enabled “Keep Active” feature but no results.
We tried to get the logs from 3cx management console with the Verbose option enabled. Can you tell me which log file we can find the information we need in?

One example from Android app log (with verbose logging enabled):
2023-10-10 16:08:00.238 14013-26488 I/3CXPhone.FcmService:Got FCM message, sent at 1696942520083, now is 1696943280236 (diff 760153 ms), TimeToLive: 86400s, priority: 2, original priority: 2

 

[TheodorosG_3CX]

The PBX now is in V18.0.312 SP7 released on March 2023
This version can no longer activate at this point. Update the PBX to the latest build and if you still experience issues i suggest that you create a ticket to the Technical Support.

 

[ThomB_3CX]

@alex.filip thanks for your feedback.

In the verbose logging, do you have this text present 'current stand-by bucket is'
If so, can you tell us what is shown here?

Did you try disabling battery optimization? We also have encountered issues similar to yours with doze mode on certain devices.
You can disable this by following the following instructions:

1. Launch the Settings app, then tap Battery.
2. Tap the Menu icon located at the top-right corner, then select Battery optimization.
3. Tap the dropdown arrow, then select All apps.
4. Tap 3CX.
5. On the pop-up menu, select Don’t optimize, then tap Done.

Also do you only have problems with delayed push coming from chats and missed calls? Calls come ok?
If so, in the upcoming V20, we have set the push priority level to 1 for chats and missed calls also, which helps with push delivery timing

 

[alex.filip]

@alex.filip thanks for your feedback.

In the verbose logging, do you have this text present 'current stand-by bucket is'
If so, can you tell us what is shown here?

Did you try disabling battery optimization? We also have encountered issues similar to yours with doze mode on certain devices.
You can disable this by following the following instructions:

1. Launch the Settings app, then tap Battery.
2. Tap the Menu icon located at the top-right corner, then select Battery optimization.
3. Tap the dropdown arrow, then select All apps.
4. Tap 3CX.
5. On the pop-up menu, select Don’t optimize, then tap Done.

Also do you only have problems with delayed push coming from chats and missed calls? Calls come ok?
If so, in the upcoming V20, we have set the push priority level to 1 for chats and missed calls also, which helps with push delivery tim

Thanks for your reply,
Yes, text is present: 'current stand-by bucket is EXEMPTED [5]'
And yes, we did all recommendations from https://www.3cx.com/docs/android-push-troubleshooting/
We have problem with all incoming messages from chats but calls are all OK, no problem with them.
And these problem is on all phones only with Android. With other applications where is implemented push from Google is all ok, comes instantly.

 

[OlegR_3CX]

@alex.filip
Additionally, you can give it a try and enable the KEEP ACTIVE option on your Android. This will create direct communication between the mobile application and the Phonesystem, so the notification of the call/chart will not come via the Google PUSH server, but via the established tunnel connection. If on, does it work?

 

[alex.filip]

@alex.filip
Additionally, you can give it a try and enable the KEEP ACTIVE option on your Android. This will create direct communication between the mobile application and the Phonesystem, so the notification of the call/chart will not come via the Google PUSH server, but via the established tunnel connection. If on, does it work?

I tried again today on several phones with the KEEP ACTIVE option activated, unfortunately - there are no changes, the messages also come late.

 

[alex.filip]

We installed the latest PBX version but as expected, the problem was not solved, the problem with delayed messages remained.

 

[TheodorosG_3CX]

I would suggest that you open a ticket to the Technical Support to check your issue and advice.