Apps are becoming "not registered" seemingly randomly

[DeanKellham]

Hi,

One of our clients are seeing that some of their users' apps are becoming unregistered seemingly randomly. The users are all only using the mobile app, primarily on iOS. The issue doesn't seem to be affecting only one specific user or device. All users are launching and using the app 5days per week. I can't see anything obvious in the activity log. Does anyone have any idea of what else I could check, or what might be causing this?

Kind regards,
Dean

 

[Vali_3CX]

If an extension becomes "gray", that means all its devices/contacts are unregistered, so most probably in your customer's case there's only one device (iOS) per extension.

For iOS client, they should have enabled "Allow PUSH" option in their Status/Forwarding Rule. Second, the client should have at least one succesful connection to the PBX in a week, otherwise PBX will unregister it.

 

[DeanKellham]

Thank you for the advice.

I can confirm that users aren't going more than 2 days between PBX connections, so I doubt that's the issue.

I have checked under Extension -> Forwarding Rules and can see that "Accept Push Notifications" is enabled. Is this the settings you're referring to? If not, where does this setting live?

 

[Vali_3CX]

Yes, "Accept Push Notifications", that's the one I was referring to.
Apart from this, I suggest to check the PBX verbose logs, since a whole extension being unregistered it's a PBX matter. Better contact our tech support for assistance.

 

[DeanKellham]

Thank you for the advice. I've just raised with 3CX support. Was hoping to avoid using one of our limited support requests, but I need to resolve this for the client.