Android app won't stop rining

[CBUTLER247]

Our android clients are having issues where calls that are picked up on their desk phone or 3CX for Windows/iOS continue to ring on the 3CX app for Android. It will ring on their phone literally until you hit Answer or End on the 3CX Android app.

Example of a phone experiencing this issue:

3CX Pro Server v16.0.910 FQDN hosted by 3cx.us
3CX for Android v16.0.0
Google Pixel 2 XL w/ Android Q

 

[JohnS_3CX]

Hi @CBUTLER247

If you unplug the deskphone and call the extension, then hang up the call, will the Android phone continue to ring in this case?

Are you using 3CX PUSH or do you have a custom PUSH server?

 

[CBUTLER247]

Hello,
Yes, the android phone will continue to ring with the deskphone unplugged when I hang up the call.

Upon further troubleshooting it appears that this is only happening for calls that are received from a Call Queue. Calls to a DID that forwards to the extension or calls the entered an extension number to transfer go through correctly and the Android phones stop ringing when the call is dropped or answered elsewhere.

We are using our own FCM push account.

 

[JohnS_3CX]

Ok as a quick test, remove the your FCM from the management console and reprovision one mobile with a fresh welcome email. This will revert you to our 3CX PUSH account.

Replicate your scenario and see if the same things occurs (this is to test whether the PUSH account is related to the issue or not)

 

[CBUTLER247]

Hello,
I have just removed the PUSH details, deleted my account from Android 3CX app, sent reprovision welcome email, and opened attachment in email to add my account back to the 3CX Android app.

The same results occurred when receiving an incoming call from a call queue. My 3CX Android app continues to ring even after the call is picked up elsewhere.

 

[JohnS_3CX]

I can only speculate at this point, but there are some possible causes.

Queue Ring Time: if its too short, multiple "Start Ring" push messages get sent out, and multiple "Stop Ring" messages get sent out. If there are any delays on the network or Google's processing of the PUSH request, you could end up in a situation where the phone receives "Start, Stop, Stop, Start" ringing messages out of order.

Accept Multiple Calls: You may pick up the first call on a deskphone, but if a new call comes in and the queue polls the agents again, your mobile will continue to ring as it is now receiving a new call.

Latency or Loss: if you are on LTE you may receive messages out of order or not receive them at all due to a bit of loss, hence the phone continues to ring because it was not told to stop.

Ring my mobile simultaneously: if by off chance there is an extension number defined in this field it might cause your extension to ring twice

 

[CBUTLER247]

Hello, thank you for this information.

I have the Queue Ring Time set to 20 seconds. Reducing it or increasing it doesn't affect the reproduction of this issue.

Regarding Accept Multiple Calls, during all these tests there were no other calls in the queue. Even with this disabled, and no other calls in the queue, the issue still exists.

Regarding Latency or Loss, we are on WiFi with a fiber connection with 802.11ac wave to enterprise access points. This would be a random issue if latency or packet loss was the case, but this issue is 100% occurring. Additionally, FCM can store the notifications for a maximum of 28 days, waiting for it to be delivered. I guarantee you I can leave my phone connected for 28 days and it will continue to ring and never stop, where further requests will continue to be received.

Its apparent that the android app is not receiving whatever it needs (the "STOP) in order to know the call no longer exists, but it is receiving the "START", so this leads me to the question, what is the difference between what is sent with the START vs. what is sent with the STOP?

Thanks!

 

[zeroplex]

I'm experiencing the exact same issue on my android phone. Started happening since two weeks ago.

 

[JohnS_3CX]

Can you both share your 3CX app configuration from the on the extension we are referring to?

Just hide the network interface address for privacy

 

[CBUTLER247]

Hello,
Here is the 3CX App configuration.



Additionally, this is consuming an extreme amount of battery and could possibly cause damage or excess wear and tear to a phones vibration motor. I left my phone home today and when I came back, I was left with this:

In the course of 6 hours, 3CX app consumed 67% of the battery.

 

[JohnS_3CX]

@CBUTLER247 I should have addressed this early on, but after speaking with our developers team, we have not yet tested with Android Q which is still in beta.

It's difficult to say at this point how this affects the app in conjunction with PUSH.

I would be interested to hear the results if you can test this on a device that is on P or earlier, using the same extension to see if we still have this issue.

@zeroplex can you share you phone model / android version / app version / pbx version please?

 

[CBUTLER247]

Hello @JohnS_3CX,

I have tested using same extension on Android 7.0 on a Moto G4 and the same issue is occurring.

Thanks,
Christopher

 

[JohnS_3CX]

Hi Christopher,

We can continue using this phone for the rest of the troubleshooting, and until you get the PUSH records delivered to you from Google.

Let's eliminate the possibility your PBX is causing this as a next step in our troubleshooting. I suggest to set up a new 3CX-hosted PBX account, by signing up with a spare email address. Provision your mobile on this and build a basic queue without any special settings/routing, just a fresh install we can use for testing.

You can create and log in to a 2nd extension from the webclient, and ring the extension belonging to your phone (via the queue of course). If we can establish that the issue only happens when under your own PBX, and not when using a demo PBX, then perhaps we could eliminate the phone device and app, focusing then on your existing main PBX setup possibly being the problem.

 

[JohnS_3CX]

Just an update: We released a new beta version of our Android Client which you can now test

https://www.3cx.com/blog/releases/android-beta-call-encryption/

 

[CBUTLER247]

Hello @JohnS_3CX,

I have installed the beta on the phone and the issue still exists. On the public release, the phone screen would wake on an incoming call and continue to ring. On this beta, the phone screen does not wake up (it stays turned off) and the phone continues to vibrate in the background. There is a notification in the tray about an incoming call (like there would be for a text message). I've never seen this type of behavior before in a telephony application, as normally a call would wake the phone immediately with a screen to answer or ignore and it would not be tucked away in the notification area.

I unfortunately don't have time to get another instance setup. My organization may use another PBX along with many other changes to other software we use when we switch offices in November so I'm tied up with that at the moment. I can report back if I find time to invest further in this.

Thanks,
Christopher

 

[jst2]

I am having the same issue. Android 10 on Pixel XL.

The issue seems to have started with a recent upgrade (3CX and Android 3CX upgrade). I don't think the phone upgrade to Android 10 had much to do with it because we have another user on Android 9 having the same problem.

That said, I believe the issue happened first after installing the 3CX May upgrade. However, it only happened from time to time then. Now, one of the more recent upgrades has made it worse. Not sure which one because we had like 2-3 upgrades between May and July.

Hope this can be fixed soon.

 

[Nukik]

I am having the same issue. Android 9 on One plus 5.

 

[edfosho]

I am having the same issue with the 3CX Android Beta app - Android 9 on OnePlus 5T. It stopped happening when I disable "Enable PUSH for smartphones", but obviously to get calls when I'm away from the desk phone I had to enable again... It'll be great if this can be fixed (it was an issue before and after the recent Android Beta app release).

 

[Scott Magee]

I'm having this issue too.
No changes made to PBX but only started to present this behaviour in the last 2 weeks.
I'm using a One Plus 5 running Android 9 / Pie

 

[Scott Magee]

I've just joined the beta programme and installed the new version for android and the issues seems to have been resolved.