Android client getting blacklisted

[RodSlinger]

Anyone ever have an issue with an Android client getting blacklisted for failed authentication attempts?

This is a legitimate extension and login settings are correct. But maybe once a week the user will try to place a call, open the app and get the waiting on network message.

I log into the host to find their IP blocked for authentication failures. I clear it and everything works fine again.

 

[RodSlinger]

I've set verbose logging and get nothing more than authentication error. Incorrect user name and password when this occurs. This user has a Google Pixel and is the only one usimg that particular handset. I've had the user uninstall the app, reinstall and reprovision and the problem randomly comes back. Always on WiFi also. Never a cellular IP blacklist.

I've provisioned their line on my phone and never get the error.

Anyone had an issue with a Pixel getting blacklisted for authentication errors?

 

[YiannisH_3CX]

Hello @RodSlinger

I can confirm that running a the client on a Pixel device will not get you blacklisted. Our main testing devices are Pixels as they run the latest stock Android although we use devices from many different vendors. Does the device register when it is not blacklisted? Try validating the credentials of the extension manually by opening the client on the device and comparing the credentials from the management console. Can you whitelist the local IP range and see if that resolves the issue?

 

[RodSlinger]

Device registers fine otherwise. I did whitelist the local IP range the client would use in the office then she got blacklisted at home. I can clear it and it will be fine for a few days. Randomly a few days later her phone will drop a call 30-45 seconds in then blacklist her IP for authentication error again.

I've since whitelisted her home IP and a few days ago three calls in a row dropped with a call request terminated error about 30 seconds to a minute in.

The issues at the office are gone after whitelisting the local LAN but starting to think her home internet or WiFi is just crap.

The company doesn't really supply the resources to dig into this. As an example, the POE switch for the office phone has been dead for a few months so they just put everyone on the app or web client. Really no time to test anything. Just do it.

Basically not spend $400 on a switch and probably miss revenue generating calls instead for a few thousand.

 

[YiannisH_3CX]

The logs of the PBX might be able to provide some insight on the issue if set to verbose. You should be able to see why the calls drop but if the connection is not good there is not a lot you can do.

 

[hsoc]

I confirm that I have similar issues with pixel3 (laster firmware) & wifi. I am glad it only happens around once a month. Of course the provision is correct cause the rest of the month I got no issues & & after I get blacklisted I can connect via 4G without issues. PBX logs don't show anything interesting other than wrong credentials

 

[hsoc]

educated guess: pixel is using both mobile and wifi when the device wakes up and this causes the issue.