Android Phones Not Receiving Calls

[andyc_Rob]

Hi

Am hoping someone could assist with an issue whereby our Android phones don't ring out when being called but then immediately get the missed call notification.

Phones are Ulefone Armour X12 Pro running Android 13, 3cx app is version 20.0.0 (2000044) and 3cx server is 20.0 Update 1 (Build 731). We have been through the PUSH notifications thread and made all the changes and users are asked to tap "Keep Active" at start of their shift.

Phones are connected to WiFi only and two users can be stood next to each other with their phones on and connected but when one calls the other they dont get an alert to an incoming call.

Thanks
Andy

 

[ThomB_3CX]

Hi Andy,

Since you are using Android 13, have you successfully given the necessary Notification permissions as per the Android App Push troubleshooting doc?

https://www.3cx.com/docs/android-push-troubleshooting/#h.oq1iaiy7jk70

Do the Ulephone devices have third party cleaner apps? I recall they have some pre-installed by default

Thanks

 

[andyc_Rob]

Hi
Yes, have applied all those settings. and the devices have Duraspeed installed which limits background app usage but we've excluded 3cx from this and also turned Duraspeed off completely.

The strange thing is that its not all phones all the time, I've remote access to them via MDM and can replicate the issue one day and then it not be an issue the next.

Thanks

 

[ThomB_3CX]

In this case, can you send me logs by personal message so we see if we can locate any issues?

Hamburger Menu (Top Left) > Settings > Advanced > Scroll down to the very end and enable verbose logging

Replicate the issue

Send me the log via Personal message:
Hamburger Menu (Top Left) > Settings > Advanced > Scroll down to the very end and tap on Send Log Report

You might need to upload the log file to your personal cloud storage of choice and share us the link

 

[andyc_Rob]

Hi

Just tried to replicate on four devices - enabled verbose logging and called the device whilst I was remoted on via MDM and each time the call went through and device showed incoming call! I will try again later and send you the logs.

Thanks

 

[ThomB_3CX]

Yes please, leave Verbose logging on. When you manage to replicate, send us the logs

 

[andyc_Rob]

Logs sent. I think I may have found the issue - the Keep Active setting works like a toggle. If you tap it and get the pop up about battery consumption then you are enabling it, if you tap it and don't get the pop up then it was already on and you are disabling it - does this sound correct?

 

[ThomB_3CX]

Hi, thanks for the logs.
Yes that is correct. You will know that the Keep Active is on if you open your notification panel and see a notification stating 3CX Registered. This means that you have Keep Active On

 

[andyc_Rob]

Thanks for the confirmation, I'd seen that on three of the four devices with verbose logging enabled but not on the fourth and that was the one that didnt notify when I rang it this morning.
I've advised users to enable it and not then touch it again, they were tapping daily!
Any chance it can be shown as a toggle in a future release?

 

[andyc_Rob]

Morning, just had another user report 2 missed calls but they did have Keep Alive enabled. I'll send the logs via PM