Diagnosing call drop out issue

[lukekenny]

I have an Android phone running the latest non-beta version of the 3CX app (18.0.7.42), Android 12, and the latest non-beta version of 3CX (18.0.314) and I am experiencing strange drop outs, which last for a few seconds, where I hear one, two or three beeps, then the call resumes. These might happen once every 5 minutes, or 3 times within a minute, and are quite intermittent.

The Android app is connecting from an external network to 3CX, and otherwise seems to perform normally. It feels like some sort of network problem, and it could be. Maybe the wifi at the client site is dropping out and the phone is switching to 4G then back again. This doesn't seem to be an issue for people using mobile apps on site connected to the local wifi, or phones connecting via 4G (although I have not extensively tested that.)

Are there any logs or tools within 3CX that would help diagnose if this issue relates to 3CX, the server or network it's on? For example, something that logged that during a call inbound packets weren't received, or outbound packets weren't going out, or if the IP address of the 3CX app client changed during the call?

 

[SweetAction]

So the beeping is the clue here. 3CX implemented an "auto-reconnect" feature in the app that when the app loses it's connection to the PBX, instead of the call dropping, 3CX PBX holds the call until the client (android app here) reconnects.

The disconnect could be roaming APs, could be switching from 4G to WiFi, etc. But the beeping (which comes from the device so may be different depending on the device) is telling you a network issue.

There is a large number of tools out there for Android to help nail down network issues - I would start there and find out if your device can maintain a steady connection to the PBX.

 

[GiannosI_3CX]

Hi @lukekenny, thanks for the feedback.
There is a logging mechanism in Android app.

1. Enable Verbose Logs: “Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Verbose Logging”.
2. Reproduce issue and “Generate Log Report”: Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Send Log Report

Please follow the steps above and provide me in PM the log file. It would be also a nice idea to increase the buffer log file to maximum allowed within developer options menu.

 

[lukekenny]

@GiannosI_3CX done, thank you very much for offering to take a look at this.