Solved Android devices not ringing unless unlocked

[NeilEwing]

We have a couple of users on a V16.0.5.619 release where they are no longer getting incoming call alerts to the app on their Android devices.

Tried all the usual suspects (reinstalled app, reprovosioned, changed to private Google Firebase account) but no results. The only thing we do know is that if the Android phone is unlocked - it works!

Any thoughts?

 

[FridayIT]

Which model of device? have you also checked to make sure power saving mode's for the app have been disabled? some devices are more sensitive to this.

 

[NeilEwing]

Huawei P30 Pro 2020 edition. I have checked with the end user that all optimization is disabled. Strange how it worked up to the end of last week

 

[KyriakosP]

Hi @NeilEwing,
Please go to Android 'Settings' > 'Battery' > 'App launch' and confirm that the 3CX app is set to 'Manage manually', i.e. disable all checks by the Huawei built-in battery optimization mechanism. More info here:
https://dontkillmyapp.com/huawei#user-solution

 

[NeilEwing]

Thankyou so much - that resolved the problem!
Thankyou so much! @KyriakosP