Under Review Blackview Android 10 - Stopped Ringing after upgrade to 18.0.7.42

[Dadgey]

Hi.

We have an issue with a brand new set of Blackview BV6600 phones, they're running Android 10, those that have received the December App update 18.0.7.42 are ringing silently even though ringtone is set to high.

Those phones still on 18.0.3.17 are still ringing. Are we able to roll back to 18.0.3.17 as there is clearly an issue with 18.0.7.42?

Or is there another solution?

Thanks,

Paul

 

[GiannosI_3CX]

Hi @Dadgey and happy new year.
Thanks for the feedback. We have just checked in our lab devices and scenario is not reproducible in any blackview device, unfortunately we do not have the BV6600 available.
Could you please send me the log report in PM for further investigation?
Please enable verbose logging before reproducing the issue and generating the report.
[Settings -> Advanced -> Troubleshooting ]

Please also make sure that the incoming calls notifications are enabled for ringing and not silent.

 

[DenisTruffo]

Same problem. Calls arrive on Android devices, but no ring at all. 18.0.7.42

Not in silent mode

 

[GiannosI_3CX]

Hi @DenisTruffo, thank you for the feedback.
Could you please provide us more information about the affected devices?
Also please provide me in PM the log report after enabling verbose logging.

 

[DenisTruffo]

Just tested on PocoX3 and Mi9T

 

[DenisTruffo]

How do I make a PM ?

 

[GiannosI_3CX]

Just tested on PocoX3 and Mi9T

OS version?

 

[GiannosI_3CX]

How do I make a PM ?

I have already started private conversation with you. Please send it there.

 

[Dadgey]

Hi,

Just an update on this. We've ordered an extra BV6600 so we can test in the office as these are all on site.

The phones with the issue do work when running on 18.0.3.17, they're then auto upgrading to 18.0.7.42 and breaking again. So something between those two versions is breaking the audio ability for ringtone.

I'll be able to send you some logs when the new phone arrives later in the week.

Paul

 

[Dadgey]

Just tested on PocoX3 and Mi9T

Denis,

Have you tried with the older APK to see if that works? Just interested if you can replicate our issue.

Paul

 

[GiannosI_3CX]

Denis issue resolved after he changed the ringtone.
@Dadgey please provide us the logs when available, in the meantime we will keep checking it.

 

[DenisTruffo]

I've solved. In Phone setup->apps->details go to notifications and check that allow sounds if ON. ON 2 phones (android 11) it was off after update and had the problem. On another one (Android 10) if was OK. Thank you to Giannosl_3CX for the idea !!

 

[Dadgey]

Hi,

We've sent through the logs. Worth noting the following:

We are using Meraki MDM (System Manager) to manage our devices and utilising "Kiosk Mode" to tie down use to a specific list of Apps. In version 18.0.7 the ringtone is not heard in Kiosk mode, it is heard when we take the phone out of Kiosk Mode. In version 18.0.3 the ringtone works whether phone is in Kiosk mode or not.

It appears that something (permission based maybe) has changed between the two versions and it's this which is breaking when the phone is in Kiosk Mode.

Thanks!

Paul

 

[BWarry]

Hey guys,

We're running a similar setup, intune MDM running kiosk mode via Microsoft Managed Homescreen. Same symptoms, doesn't seem that any of the recomendations above have worked. Are you rolling back to 18.0.3 Paul?

Thanks in advance

 

[NickD_3CX]

Hi,

We've sent through the logs. Worth noting the following:

We are using Meraki MDM (System Manager) to manage our devices and utilising "Kiosk Mode" to tie down use to a specific list of Apps. In version 18.0.7 the ringtone is not heard in Kiosk mode, it is heard when we take the phone out of Kiosk Mode. In version 18.0.3 the ringtone works whether phone is in Kiosk mode or not.

It appears that something (permission based maybe) has changed between the two versions and it's this which is breaking when the phone is in Kiosk Mode.

Thanks!

Paul

Hi Paul,

As we are currently checking this with the developers, for the devices that you have that are still on v18.0.3.17, can you please confirm that you have sound for calls, incoming chat messages and missed call notifications?

 

[BenjaminR]

Hi Paul,

As we are currently checking this with the developers, for the devices that you have that are still on v18.0.3.17, can you please confirm that you have sound for calls, incoming chat messages and missed call notifications?

Hello,

We are using Tiny MDM (System Manager) and we have the same issue that Paul. In version 18.0.7 the ringtone is not heard in Kiosk mode, it is heard when we take the phone out of Kiosk Mode.

In version 18.0.3 the ringtone works whether phone is in Kiosk mode or not.

Regards

 

[BenjaminR]

Hello,

I just saw new version 18.0.9.98 but this version does not work either.
In 18.0.9.98 the ringtone is not heard in Kiosk mode, it is heard when we take the phone out of Kiosk Mode.

Regards

 

[BenjaminR]

Hello,

Following several modifications in our mdm, the ringtone works with 18.0.9.98

Regards