Customer cannot reach his employees with the app.

[net-products]

Hello,

My customer is having about 35 people on and offside with the 3CX App.
Since the last 2 weeks i get alot of complains:
- When the call is being made, suddenly the speech is gone or people dont hear eachother anymore

This happens suddenly during the call, no other issues are detected.

The app is running the latest version from the Play Store (Not Dev version).
We have tryed Wireless and 4G+ but both connection types have the same issues.
We have reinstalled the APP with reboots in between to make sure all permissions are right and accepted.

All complains so far are received about Android users.

Anyone else experience this issue?
How can i troubleshoot to find more information about the reason?
I cannot collect data with restarting certain services on the PBX since its a live environment and all the time people are on the phone.

Please help me...

The app been working fine for some months and now one after another have issues.

 

[YiannisH_3CX]

Hello @net-products

Does the conversation start normally (two way audio) and then it drops? Does the audio drop on both directions or is it one way?
Is the tunnel enabled under extension settings?
Do you use iOS clients as well?
What is the exact build number of the PBX? You can see the build number on the dashboard, under the information column next to the licence.

 

[leejor]

Were any changes made to your 3CX server (updates), or the network hardware, ISP, about the time this started? Is it only the Android App that seem to be affected? Do you use other remote sets, 3Cx Windows App? Does this occur if you are connected, on the local LAN?

 

[nitrox]

Could you tell us what type of Android phone are you using and Android Version?

--
paolo