Solved App works externally but fails to connect internally over wifi

[dgrosscc]

For the past two months or so, spanning the last two versions of 15.5 and continuing with version 16.0.0.35, my Android app works fine externally utilizing the Tunnel, but internally it will not connect to the server over wifi, even though there is nothing between the phone and server but a Ruckus Access Point and an HP Switch (no VLAN utilized). In the account settings on the phone app it is showing the correct internal IP address for the server.

The message on the screen says Connecting... and after about 10 seconds gives me a Register Failed-Timeout error and goes back to Connecting.... The weird thing is that if a call comes to my extension while it is trying to connect, the call will ring and provide the correct caller ID info (and the top says Connected) even though the display above the keypad still shows Connecting. It will not let me answer the call, however.

I have tried re-provisioning the phone to no avail. Everything works fine when the phone is connected via LTE or my home wifi network.

Device Info
-------------------------------------------------------
Phone Model: [Pixel 2]
Firmware Version: [Android 9, Build PQ2A.190405.003]

Issue Info
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Handset: [Phone]
Contacts: [N/A]
Connection: [WiFi]
Server: [Internal]

 

[Marcel Odermatt]

Have you checked the IP-Blacklist?

regards

 

[craigreilly]

Does the PBX FQDN resolve from a computer on the same network as the WiFi? If not - you need to add the FQDN to your internal DNS servers. (The phone may be always using the external information and not an internal IP)

 

[nb]

Guaranteed that this has to be something with the network you have.
Nothing to do with the app.

 

[dgrosscc]

Thanks for the replies and suggestions. I checked the IP Blacklist (and even added the IP to the whitelist) and that isn't the problem.

My desktop computer correctly resolves our FQDN to our internal IP of the phone server (I don't have a computer to check via WIFI right now, but they use the same DNS).

Nothing has changed in our network over the past 2 years and this problem only began about 4 months ago, so I am at a loss as to what network issues to begin to check.

Any other thoughts? Thanks!

 

[Marcel Odermatt]

Can you try to reach the PBX using your FQDN from within your Network directly from the Phone instead of a PC in the Wifi?

 

[dgrosscc]

Thanks for the help. The last post helped me resolve the issue. I could not reach the PBX using the FQDN in a web browser on my phone either. The correct DNS server showed up in the WIFI settings, but then I found a setting in Android 9 on the Pixel 2 for Private DNS in the Advanced Network area. This was set to Automatic. When I turned it off, then everything worked as it was supposed to.

 

[JohnS_3CX]

I'm glad it was resolved. Thanks for updating the thread with your solution.