App hangs, stutters, poor quality until Bluetooth is turned off

[Stijn_DC]

Hello everyone,

We are having a real headscratcher here.
A client is having multiple issues with the android app, mainly that it stops responding, is very choppy or very poor in audio quality.
So far we have tested deleting the app, deleting cache and settings, all with similar results.

When we were checking out the forums for a possible solution, one suggestion was to turn off the Carkit/Bluetooth API, the client misunderstood me and disabled Bluetooth.
Since then all calls seem to be working without any issues.
Sadly we need Bluetooth turned on on his device.

I have requested more info from the client since his device is connected through Bluetooth with something, but I do not know what.
Edit: It is connected to a smart watch (Samung galaxy Watch)

 

[ChrisC_3CX]

As a quick test, could you also try re-enabling Bluetooth on the device and just disable the "Carkit/Bluetooth (Telecom API)" option in the "3CX Android App >> Menu >> Settings >> Advanced" section? Does the same issue persist?

 

[Stijn_DC]

Hi ChrisC,

We tried this as well, the issue sadly persists.

 

[NickD_3CX]

Ok, excuse me in advance if this sounds silly, but does the issue happen when the customer has BT on, or does it happen when BT is on and a BT Headset is paired?

I ask because it isn't obvious in the 3CX App which device is being used, so the user might be expecting audio from the actual phone, but in essence it is picking up the sound from the BT headset.

(it happened to me personally )

 

[Stijn_DC]

Hi NickD,
For now it looks like when he has BT turned on.
It is connected to his Galaxy Watch, but is not using it to take/make the call.

 

[NickD_3CX]

Hi NickD,
For now it looks like when he has BT turned on.
It is connected to his Galaxy Watch, but is not using it to take/make the call.

Doesn't matter, it may still be using it as the sounds source (mic).
Humor me, unpair the watch and any other device, then leave BT on, then try again.

 

[Stijn_DC]

Was on a call with the client, he unpaired his watch while in the call and the issues went away instantly.
He's checking settings at this time if it's a known issue on his watch itself.

small edit: Some reddit users posted similar issues reporting hanging and the app crashing. Probably not related to the current 3CX Softphone Version, but could be Tizen related.

https://www.reddit.com/r/3CX/comments/cjwitf

 

[NickD_3CX]

That's good to hear, at least we are narrowing in on the cause.

While on a call when the watch is paired, ask then to toggle the "Earpiece/Speaker" button that changes between speakerphone and in-built speaker/mic. Does this make any difference?

 

[Stijn_DC]

The client has for now turned off "handsfree" on the watch and has solved the issues for now.
By default the app wants to use the watch and then glitches out I guess.
Is there a way that the 3CX app can remember to not use the "handsfree" option of the smartwatch and always as default uses the handset?

 

[NickD_3CX]

Glad we managed to figure it out.

We'll check this and try to make improvements.