iOS apps de-registering

[itfsean]

Got an odd issue.

Have a customer who is a new 3CX customer on V20 on a brand new hosted PBX through the Microsoft 365 integration. Everyone is using mobile apps (mostly ios) and have noticed that some users are getting de-registered after a period of inactivity. Most users don't use 3cx that often and is primarily used internally.

As soon as the user opens the app again the phone registers with 3CX (no sign up through QR code required). The issue arises when a user tries to call a user who has been de-registered.

We have multiple customers on 3cx and this is the first time we have come across this issue. We believe this is due to the fact most users aren't a member of a Queue or Ring Group. Would adding them to an active ring group or queue but be signed out resolve this issue?

 

[DimitrisL_3CX]

Hello @itfsean,

The 3CX App either for iOS or Android will de-register after 7 days of no use.
All you have to do is just to open the 3CX App once a week and this will refresh the registration.
Adding the users into a Queue or RG will not help if they do not open the application at least once a week.

For Android users only, you can enable the "Keep Active" option in the app menu but it will increase your battery usage.

 

[itfsean]

Hello @itfsean,

The 3CX App either for iOS or Android will de-register after 7 days of no use.
All you have to do is just to open the 3CX App once a week and this will refresh the registration.
Adding the users into a Queue or RG will not help if they do not open the application at least once a week.

For Android users only, you can enable the "Keep Active" option in the app menu but it will increase your battery usage.

I have personally not opened my 3CX app for over a month and found that I am still getting calls come through. Reason I am thinking adding them to a group would work is the app will get the push notification so even if they aren't opening the app the app still calls home.

If this won't work that is fine but it is odd that after many years of selling this product this is the first time we have come across this issue. People going on holiday and such.

 

[SteveITS]

The 3CX App either for iOS or Android will de-register after 7 days of no use.

I thought that was no longer the case as of a while back, has it reverted?
https://www.3cx.com/community/threads/smartphone-app-not-registered-after-7-days.81895/post-378945
"Both Android and iOS latest versions provides a background refresh of the push subscription every 24 hours."

 

[Vali_3CX]

@SteveITS
We've discussed this
https://www.3cx.com/community/threads/regarding-iphone-‘not-registered’.117889/#post-546697

 

[SteveITS]

so we have. So as long as the app is not manually closed/exited the background refresh should happen and it stays connected. The post above said the app actually had to be opened once a week.

The distinction is important for low use cases, like someone on vacation or a rarely used after hours emergency line.