Intermittent push notifications not working

[wrick]

Hello all,

We're having an issue with our hosted instance, version 18.0 Update 8 (Build 749).

Push notifications, on both IOS and Android devices stop working during the day.

We're behind an SBC, with 3cx hosted. Isolated the firewall from the equation as the outgoing calls work out of network ( aka LTE ) and WiFi. The system works, all calls work, but we're not getting any push notifications on ANY device, Android and IOS. Rebooting the system solves the issue for 24 hours to a few days. The 3cx app doesn't wake up, nor does it get the incoming call. All devices are affected, all at once. Desktop apps and our phones work well. Outgoing calls made through apps also work perfectly.

Any insights to get us going in the right direction ?

 

[OlegR_3CX]

@wrick hope you are doing well.
The issue here could be not nessecary on the 3CX System itself, but also in the network where the mobile applications are, and the Push messages are not getting delivered to the 3CX mobile apps.
We will be happy to review the issue you are facing with the push and check where the 3CX System sending the push messages to the PUSH servers of Apple and Google, and then review the mobile application logs too.
As you can understand, we will need the data and logs for that and we will kindly ask you if you to open a support ticket with us so we could take it from there.

Have a great day

 

[wrick]

Hello @OlegR_3CX,

Looks like I'm not able to open a support ticket as we are with a partner. I've reached out to them, and still waiting. Ideally, I'd rather open this ticket myself, given we're very hands on and also able to diagnose on our own.

Network issues are eliminated as even out of network, no device gets any push notifications. All devices, with no exception, stop working. As this is a 3CX hosted instance, and we can easily test our devices out of our network, this becomes a no brainer. As mentionned, rebooting the SERVER solves the issue temporarily. After a few hours, or sometimes, days, all devices, simultaneously, stop working.

I'm happy to provide logs or contribute to the support team if required, maybe just outside of the public forum ?

Thanks in advance,

Ricardo

​

 

[OlegR_3CX]

Hi Rickardo.

There is no need for the logs here. When using the Android application, you have another option call in the app called "Keep active". Once you enable this option, your 3CX app will be receiving call notification from the build-in tunnel (and not the PUSH server), and the app will be connected to the server all the time. Give that a try and see the outcome and if its working then?

Mean time, if you wish to see if the server send the PUSH message, have your PBX in verbose and in the "3cxSystemService.log" of the system you should see something like that:

2023/07/06 06:39:06.780|3986|0011|Info|Sending PUSH call-ended for dn=144, replaces=YzI1kBc9zDgIZnvsABfB3g..;from-tag=7783f032;to-tag=0833bb38, callerid=149, callername=D785, callid=74
2023/07/06 06:39:06.780|3986|0011|Info|Sending PUSH to extension 144 device Google Pixel 7 Pro
2023/07/06 06:39:06.780|3986|0011|Info|Length of PUSH data to be sent to FCM: 485 bytes
2023/07/06 06:39:06.793|3986|0063|Info|Response from FCM: Status: OK, Reason: OK

As you can see above, in my case the PUSH message was sent to the extension 144, which uses Pixel device, and "FCM: Status: OK" indicates that the message was succesfully delivered to the Google Push server.
Now, from that moment on the message will be sent from the Google server to the endpoint device, and this is not something that 3CX control and can guarantee 100% to be delived to the endoint device.

 

[wrick]

Understood ! What about IOS devices ?

I'll log and report back, but PUSH isn't being sent to IOS devices too.

 

[OlegR_3CX]

For iOS the idea is the same and the same log will show you if the message was sent to the Apple server.
Now regarding the option for "Keep active" it is only available for the Android app. So since they are in the same network and if this option is working, then it can be the networking issue with the push not being delivered to the endpoint.

 

[Mick Lenton]

Getting across this issue. We have the same problem on 2 separate instances. We have been told that it is an issue with the hosting provider of Hosted by 3cx,Digital Ocean. We have been trying to get this fixed for over a week now!

 

[jbrilliant]

I had similar issues with 1 instance on OVH start doing this and was told the same thing, it's a networking issue with your Host. But the other 22 instances seem to be working fine.It actually started with intermittent push not going through and a few days later nearly ALL Android notifications stoppped going through and reboots didn't seem to solve it. In the end I had to back it up, delete the instance, and create a new instance and restore backup. Poblem appears to be resolved now. 3CX investigated and said "it's being sent" in the logs, and left it at that - they have no way of seeing what's going on at Googles end to find out why it's not being forwarded on.

 

[lucatavola98]

Hello all,
We're having an issue with our hosted instances 18.0 (Build 20) hosted on OVH.
These istances are created after september 2023 with manual startup.
The fifty istances created before september 2023 with PBX express are working good.

The Push notifications, on IOS devices stop working during the day.
The PUSH is delayed or the notification come only at the end of call.
The next calls work good but after a minute it's the same.

Someone can help us?
Sorry for my english.

 

[lucatavola98]

Hello all,
We're having an issue with our hosted instances 18.0 (Build 20) hosted on OVH.
These istances are created after september 2023 with manual startup.
The fifty istances created before september 2023 with PBX express are working good.

The Push notifications, on IOS devices stop working during the day.
The PUSH is delayed or the notification come only at the end of call.
The next calls work good but after a minute it's the same.

Someone can help us?
Sorry for my english.

OlegR_3CX​

can you help us?