App not responding when locked and ringing

[Severin Meyer]

Since a few days, I cannot answer a call on my locked Galaxy S8.
The phone is ringing, and I can see the incoming call, but no button works.
Also the ringing cannot be muted by clicking on the volume button.

3CX App: 16.6.1.86
Phone: SM-G950F, Android 9, Kernel 4.4.111

 

[KyriakosP]

Hi @Severin Meyer,

To check the issue you are reporting we need some info to trace the cause. To do that by follow these steps:

a. Go into the app's 'Settings', then 'Advanced' and enable the 'Verbose Logging' option.
b. When the issue occurs, use the 'Send Log Report', i.e. the last option in 'Settings'> 'Advanced'. Include your contact details and PM me with your contact info to trace the issue back to you.
c. After you select the 'Send Log Report' option, you can disable the 'Verbose Logging' option.

Once we receive your log report we will check to trace the cause. Also, please provide the type of the network environment when this issue occurs, e.g. WiFI, 3G, or 4G data network.

 

[Severin Meyer]

I have sent the log.
But I guess you won't see the issue in the log, because it looks like the device stays locked, and so there is no interaction with the app at all.

 

[nobody]

To my absolute amazement, I do not suffer under this problem this time.
Severin: I once had this problem after an upgrade of the Software. It did go away after a phone restart (The app upgrade did not force a restart).

 

[Severin Meyer]

Unfortunately, restarting the phone doesn't change the behavior.

 

[UlrichBerger]

Hi,
I have the same problem with Samsung S9 and A7. I can't answer any call by the green button. If the answer/decline dialogue comes up on the top of the screen it works.
Problem started with the first update in November.
App version is now 16.6.1.86.

 

[AlexDBarrett]

I experienced the same undocumented feature on my Samsung phone.
Having uninstalled, installed from fresh and provisioned it is back working.
The app was and is running the latest release.

 

[Severin Meyer]

After un- and reinstalling, the phone was not ringing on incoming calls.
After some App-Restarts, it worked again.
Currently I can answer calls, also the physical buttons are working again.
Unfortunately the UI has now only simple buttons (no "sliding" buttons).
Thanks for the hint.

 

[KyriakosP]

Hi @Severin Meyer,
We have checked the log you provided but could not determine something useful to pinpoint the issue you are reporting. Am I correct in understanding the the issue was resolved after restarting the app?

Also, the change in the answer button behavior was described in this blog post.

 

[Severin Meyer]

No, I had to completely uninstall the app AND restart the app after reinstallation several times to get it back working.

I cannot see any information about the answer buttons in the post or the change log.
I need the slide button back, to prevent some butt calls.

 

[KyriakosP]

@Severin Meyer the new answer/decline button behavior is described in the "Improved Performance During Incoming Calls" section, but we will take your suggestion under consideration.

 

[Severin Meyer]

Ahh I see, but this is not an improvement, this is a breaking change.
When you try to slide the button, just nothing happens. There is no clear visual indication, that this behavior has changed. (of course, the slider is missing, but a missing indicator is not intuitive)
I would assume many customers will try to slide and going crazy, because they cannot answer calls.
I was just realizing it myself by tapping in "angry mode".

 

[nobody]

For me, the change to a button is very welcome. The slider never really worked, I missed about 30% of all calls. But well, If 3cx now made two UI variants, they could be offered to the user as a choice in the preferences of the app.
PS: a touch device is unlikely to answer a call in your pocket, the only way I could imaging this can happen is if you pull it out of your pocket.

 

[Severin Meyer]

I would like to see the same behavior as the system default.
Absolutely agree to have an option to overwrite the behavior.

For me the slider worked perfectly, never had any issue with it.
Before sliding, it was very easy to answer, drop or send to call to the mailbox by accident.

 

[Allen_Miller]

Was just going to open a ticket and discovered what I had missed in the earlier announcement. I thought my android app stopped being able to answer calls. Dumb me - I was trying to swipe up the green button. After a few days of missing calls I was testing and discovered the already announce answer - don't swipe - just tap. Ha ha. egg on my face.

 

[Severin Meyer]

I was lucky, to have the problem solved, but this was a bit to early.
It turns out, that the option about Bluetooth-Support was reenabled by reinstalling.
This results into no mic, so I can hear the caller but the caller cannot hear me.
Had this before already, and I was able to solve this by disabling bluetooth support.

But now after disabling bluetooth support, muting the device on an incoming call by the volume or power button will not work anymore. (It doesn't depend if the device is locked or not)

 

[KyriakosP]

@Severin Meyer we cannot reproduce the one-way audio issue with the latest released version of the app (v16.6.1.86) on a similar handset (Samsung S10). If this issue persists on your device please PM me with verbose logs to troubleshoot.

The issue to mute incoming calls using the volume button while the Telecom API is disabled has been already addressed and is to be included in the next app beta release, among other updates.

 

[Severin Meyer]

I have sent the log.

 

[UlrichBerger]

@Severin Meyer we cannot reproduce the one-way audio issue with the latest released version of the app (v16.6.1.86) on a similar handset (Samsung S10). If this issue persists on your device please PM me with verbose logs to troubleshoot.

The issue to mute incoming calls using the volume button while the Telecom API is disabled has been already addressed and is to be included in the next app beta release, among other updates.

@KyriakosP, you can't reproduce this problem on the S10. The S10 supports TelecomAPI, S9 and S8 don't.
On my S9 I don't even have the option in the settings. I also have the latest beta installed.

 

[Severin Meyer]

@Severin Meyer we cannot reproduce the one-way audio issue with the latest released version of the app (v16.6.1.86) on a similar handset (Samsung S10). If this issue persists on your device please PM me with verbose logs to troubleshoot.

The issue to mute incoming calls using the volume button while the Telecom API is disabled has been already addressed and is to be included in the next app beta release, among other updates.

Muting incoming calls is still not working on the last update:
16.6.2.89