Calls not comming into the app

[JesperITJV]

Hello,

I am experiencing issues with 3CX, specifically with the Android app.

We are missing calls on a daily basis due to this problem. During each shift, only one person is available in the call queue. While calls usually come through to the Android app without issue, there are frequent instances where the app does not receive the call at all.

When we notice that someone is in the queue but their mobile app isn’t ringing, we add another device to the queue. The call is then received on that device without any problems.

We also tested a Yealink DECT phone, and it receives calls perfectly, even when the Android app fails to do so.

Could someone please help us understand why this is happening and how to resolve it?

Thank you in advance.

 

[bitn2]

You need to check your logs for PUSH.. This is often an network problem. Did you have the same problem with LTE or only with WLAN?

 

[JesperITJV]

You need to check your logs for PUSH.. This is often an network problem. Did you have the same problem with LTE or only with WLAN?

Both, if that phone switches to 4 or 5G the call sometimes comes in, sometimes not.

 

[bitn2]

Than you need to check your logs of your pbx. Firewall check is green?

 

[JesperITJV]

Than you need to check your logs of your pbx. Firewall check is green?

Yes, firewall check is green, recently checked again.

I will put log on verbose and wait for it to happen again.

 

[JesperITJV]

Than you need to check your logs of your pbx. Firewall check is green?

It happend again, i've exported the log to Excel and put this in chatgpt. This is what chatgpt says:

https://prnt.sc/zT4MuYuuxU_s

Don't know if it is accurate, but yeah...

I don't want to put the activity log online because of phone numbers and IP Adresses, anything I should check in that log?

 

[bitn2]

This doesn't help at all... You need to out your log some where here to help you. Anyway, you can check for any push message.

 

[JesperITJV]

This doesn't help at all... You need to out your log some where here to help you. Anyway, you can check for any push message.

Excel file

I masked all of our IP's, FQDNs and names hopefully.

The person on duty was extension 201, and when we found out after 2 minutes that the call was not coming in, we turned on device 200 and that person did get the call.

I can't find anything about push.

I did get a screenshot that the person in queue was blinking red and dark-red and it said "Ringing" even though that person had the phone in their hands with the app open...

 

[JesperITJV]

Excel file

I masked all of our IP's, FQDNs and names hopefully.

The person on duty was extension 201, and when we found out after 2 minutes that the call was not coming in, we turned on device 200 and that person did get the call.

I can't find anything about push.

I did get a screenshot that the person in queue was blinking red and dark-red and it said "Ringing" even though that person had the phone in their hands with the app open...

The Excel file had expired,

Is there someone who can help me find out the problem based on the log file?

log file here

 

[bitn2]

Its sure an push problem. Did you check your firwall for outgoing push messages? https://www.3cx.com/docs/manual/firewall-router-configuration/

 

[chris.dragonwifi]

We have had similar problems with multiple 3cx systems, I sent them verbose logs including wireshark capture and they stated it was likely due to the 3cx server requirements so we made sure all those were ok and it's still not working

In response to bitn2 with the push notifications, we have checked and everything is set as it should be, this also was not an issue in v18 and has only occured since the update to v20

 

[bitn2]

On which version is your pbx? The log of your pbx should always show you which push is send and if there is any problem.

 

[JesperITJV]

Can you send me a screenshot or copy/paste what this line should look like, because I don't find a push.



Yesterday there were 3 people signed in to the queue and none of those 3 people got the call.

And 5 minutes later, a new call came in and it worked fine. I have scrolled through the log I sent earlier but I cannot find anything strange about push or anything else

 

[bitn2]

You need to look in the system service log.

Something like this:

2025/05/14 08:55:05.683|0027|Info| [_3CX.Push.PushTransport] Sending PUSH to the device iPhone 16 Pro  of ext.10. apns-id=56157349-49fb-4147-b507-0dba5d7d0572
2025/05/14 08:55:05.683|0027|Info| [_3CX.HttpClient] Sending 'POST/2.0' to 'https://api.push.apple.com/3/device/1740936b203bbedb3c8f31b01be12a4fb0ea9b3497'
2025/05/14 08:55:06.232|0033|Info| [_3CX.HttpClient] Received '200 OK' after 549,2ms

 

[JesperITJV]

You need to look in the system service log.

Something like this:

2025/05/14 08:55:05.683|0027|Info| [_3CX.Push.PushTransport] Sending PUSH to the device iPhone 16 Pro  of ext.10. apns-id=56157349-49fb-4147-b507-0dba5d7d0572
2025/05/14 08:55:05.683|0027|Info| [_3CX.HttpClient] Sending 'POST/2.0' to 'https://api.push.apple.com/3/device/1740936b203bbedb3c8f31b01be12a4fb0ea9b3497'
2025/05/14 08:55:06.232|0033|Info| [_3CX.HttpClient] Received '200 OK' after 549,2ms

I am seeing the following, looks good to me?

(this was part of a call that wasn't received.)

2025/05/13 19:46:58.006|0066|Info| Sending PUSH call-started for dn=101, replaces=aW_dkefulzOOJAUgXnLX8g..;from-tag=21271765;to-tag=3040cb19, callerid=********, callername=DA Overdag Wachtrij:********, Id=455.3205, image=
2025/05/13 19:46:58.007|0066|Info| [_3CX.Push.PushTransport] A: Sending PUSH to extension 101 device samsung SM-A426B
2025/05/13 19:46:58.009|0066|Info| [_3CX.Push.PushTransport] New FCM token will be requested
2025/05/13 19:46:58.009|0066|Info| [_3CX.HttpClient] Sending 'GET/2.0' to 'https://pbxservicespush.3cx.com/google-token?facilityId=*****-*****-*****-*****-******'
2025/05/13 19:46:58.447|0066|Info| [_3CX.HttpClient] Received '200 OK' after 437.7ms
2025/05/13 19:46:58.454|0005|Trac| ###TRANSACTION.2799 started
2025/05/13 19:46:58.454|0005|Debg| Enqueue Inserted.TRANSACTION.2799
2025/05/13 19:46:58.456|0074|Debg| Dequeue Inserted.TRANSACTION.2799
2025/05/13 19:46:58.459|0005|Trac| +++TRANSACTION.2799 updated - elapsed 5.3847

 

[JesperITJV]

Is anyone able to help? Client wants to go to a different PBX, they have this issue for more than 2 years. I've had multiple posts in this forum but nobody was able to help.

It seems to me that this is an issue in the app, but I cannot find anyone else having this issue...

 

[bitn2]

This could be anything... The best way is to contact your partner or open an ticket with 3cx to troubleshoot.

 

[JesperITJV]

My partner only sells licenses, does not provide support.

Ticket is too expensive

 

[bitn2]

My partner only sells licenses, does not provide support.

Ticket is too expensive

Ticket isnt expensive... anyway i would change my partner, thats not the way a partner should work.

 

[IliasL_3CX]

Hi JesperITJV

I've sent you a pm