App disconnects/reconnects during calls

[pmterp]

I'm working with the user to gather more data so I can submit a trouble ticket but wanted to see if anyone had suggestions in the meantime.
The user is using the Android app (will update with model and version once I hear back) on 3CX v16u3.
He's complaining that he'll be talking and all of the sudden the call drops, the app beeps, and then the call reconnects. I suspected he was changing between networks (4G/Wi-Fi) and had him disable mobile data but it is still happening.
I had him start logging the occurrences and what we found is it seems to happen every 4 minutes (exactly) if the screen is off. If he keeps the screen on, it doesn't happen (at least not the last time we tested).

Any ideas what may be causing this?

 

[Evolute IT]

I'm working with the user to gather more data so I can submit a trouble ticket but wanted to see if anyone had suggestions in the meantime.
The user is using the Android app (will update with model and version once I hear back) on 3CX v16u3.
He's complaining that he'll be talking and all of the sudden the call drops, the app beeps, and then the call reconnects. I suspected he was changing between networks (4G/Wi-Fi) and had him disable mobile data but it is still happening.
I had him start logging the occurrences and what we found is it seems to happen every 4 minutes (exactly) if the screen is off. If he keeps the screen on, it doesn't happen (at least not the last time we tested).

Any ideas what may be causing this?

Sounds like Android Battery saver.

 

[pmterp]

Sounds like Android Battery saver.

Thanks. I'll have him check that and report back.

 

[pmterp]

Sounds like Android Battery saver.

Battery Saver is off and set to "never come on automatically" and Battery Optimization for the app is not active.
I've got a ticket open now and will report back once resolved.

 

[AWS2P]

This is surely when signal strengh is low then app is losing audio and video until enough bandwith comes back.
Already got same behavior .

 

[pmterp]

This is surely when signal strengh is low then app is losing audio and video until enough bandwith comes back.
Already got same behavior .

Thanks for the feedback. Sorry I forgot to comeback and update the thread sooner.
There was an issue with the user's mobile device that was causing it to drop the network connection intermittently. They replaced the mobile and installed the app on the new one and the issue was resolved.

 

[nb]

Any news on this?

 

[Evolute IT]

Any news on this?

My iPhone still does it from time to time but I am waiting on the new app to see if the issue is still there.

 

[pmterp]

Any news on this?

Yes, still no issues after replacing the user's mobile device with another Android device.