New iOS update, repeatedly reconnecting and beeping

[kylep87]

I was just on a call with another internal extension. We were both on iOS apps. We continuously heard beeps throughout the call. I noticed on the 3CX windows app that it kept showing we were starting new calls, but the iOS app showed that were were on the same call. I looked at the 3CX call log after and it showed we made 12 calls in 20 minutes between us. Some were to from his extension to mine and some were from mine to his. This never happened before on the old iOS app before the update. Not sure if it's the iOS update or the new 3CX update, which he had to do immediately after the iOS update. How can we talk on the phone if it continuously beeps? What's going on?

 

[craigreilly]

Did you reprovision the device after the update?

 

[mrv]

We seem to be having the same issue over here (3CX server version 16.0.5.619), though so far only reported by one iOS user with 3CX app version 16.1.1.323.

As described by kylep87, the call log shows a single call as multiple short calls of varying duration - 10 seconds to a couple minutes, and the user reports intermittent beeping throughout the call. The timing of these short call segments matches with the following group of messages in the Activity Log.

06/16/2020 10:57:16 AM - [CM503007]: Call(C:14874): Extn:2402 has joined, contact <sip:[email protected]:5060/UDP>
06/16/2020 10:57:16 AM - Leg L:14874.8[Extn:2402] is terminated: Cause: BYE from local
06/16/2020 10:57:16 AM - [CM505001]: Endpoint Extn:2402: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone for iOS 16.1.1.323] PBX contact: [sip:[email protected]:5060]
06/16/2020 10:57:16 AM - Replacing Leg L:14874.8[Extn:2402]

In this case the other party on the call was an internal extension running the 3CX Android app. The activity log for that extension doesn't show any leg replacements, nor are any beeping sounds heard on that end of the call, though audio does cut out briefly when this leg replacement occurs.

We've tried fully removing the iOS app from the effected device, then reinstalling. Didn't change the behavior.

 

[kylep87]

The other extension I was talking to had a previous version of the iOS app. He updated to the current version of iOS app after I first posted this message. We no longer heard beeping, but noticed on the call log that we again had multiple calls. Throughout yesterday, when I was using my iOS app, I noticed on the call log that I had multiple short calls during one single call (with internal and external callers). I have not had this issue today. The other user with the newly updated iOS app experienced the issue this morning with an external caller and has not used the app again today.

 

[paurus]

The new app monitors the status of the call and if it is briefly interrupted, it tries to reconnect. A tone will sound during this reconnection. This is done to switch from wifi to lte, but the same thing happens when the connection deteriorates. Since the app reconnects each time, the log shows this as a new call. In the previous version of the app, this was not the case, you just heard a brief silence and did not notice it. We have this problem when calling over 3G. Constant sound and reconnection.

 

[mrv]

I agree it's the connection switching/reestablishing.

I think it's related to the new feature listed on the app store page
- The app switches automatically to the best available WIFI, 3G/4G connection. No need to redial.

While that sounds like a good thing, it's a problem if it interrupts the call every minute or two to make the switch.

As a test we turned off Wifi on the iPhone in question, and it immediately resolved the issue. No beeping on that end, no audio cut out on the other end.

 

[SDLTom]

We have this issue. How can we turn off this new "feature"?

 

[JohnS_3CX]

There is an option on the iPhone settings menu Mobile Data > WiFi Assist

Can everyone report on whether they have this option enabled on the iPhones and if the results change once you disable it? (assuming you are on a good WiFi connection, not a poor one)

 

[paurus]

There is an option on the iPhone settings menu Mobile Data > WiFi Assist

Can everyone report on whether they have this option enabled on the iPhones and if the results change once you disable it? (assuming you are on a good WiFi connection, not a poor one)

I have this option disabled. But I have no problems on WiFi. Only on 3G.

 

[kylep87]

There is an option on the iPhone settings menu Mobile Data > WiFi Assist

Can everyone report on whether they have this option enabled on the iPhones and if the results change once you disable it? (assuming you are on a good WiFi connection, not a poor one)

I have Wi-Fi Assist on. I will disable it now and report back.

I don't know what causes beeping vs. not beeping. I have the same iOS version and same iOS app version as another user in my org and he continues to hear the beeps and I only heard them one time. However, I still notice the multiple calls on the call log with my extension. Not sure if it's a setting on the iphone sounds that can disable the beeping? He's older and always thinks it's call waiting, even though we've discussed it a couple of times. It does sound like a call waiting beep. The only options in the 3cx app are the Ringtone: default, Show unregistered extensions: off, and Verbose Logging (CPU/Power Intensive): Off

I have a very strong wifi connection. I never lose it and on the last version of the iOS app with the last version of 3CX, I didn't get dropped calls. Now we are having to make more calls outside the app because of the constant reconnecting. I haven't been on any 3 way in the last week, but I heard that when it drops on a 3 way, that it interrupts all of the people on the call with silence. This is never happened on the old system.

 

[luckystrikes]

Just troubleshooting this for another client as well. I sent in the PCAP + Support info so 3CX can look into it deeper.

Edit: Client checked, WiFi assist is off.

 

[kylep87]

I've spent most of the day with WiFi assist off, it still happened a couple of times to me.

 

[luckystrikes]

@kylep87 how is your LTE vs WiFi?

My example has very very bad LTE and good WiFi connection.

If you turn off your WiFi or cellular will the issue be resolved?

 

[Evolute IT]

There is an option on the iPhone settings menu Mobile Data > WiFi Assist

Can everyone report on whether they have this option enabled on the iPhones and if the results change once you disable it? (assuming you are on a good WiFi connection, not a poor one)

I have an excellent Wi-Fi connection right outside on my deck (like 5Ghz with 200mbps download speed) and it still does that reconnect sound every 6-7 mins.

 

[SDLTom]

Good Morning.
We are still having this issue. Calls stays connected but audio cuts out multiple times during a call. Remote users on Android fine! Remote users on Windows softphone fine.
Turned off the wi-fi assist.

 

[kylep87]

@kylep87 how is your LTE vs WiFi?

My example has very very bad LTE and good WiFi connection.

If you turn off your WiFi or cellular will the issue be resolved?

My wifi and LTE are both excellent connections. I never have cellular issues at my location. I'm working from home and sitting at my desk while making calls. I would understand the purpose of really needing this re-connection if many users were consistently moving around and switching from LTE to Wifi like taking a call at home and getting in their car. On my wifi using the speedtest app, I consistently get over 230mpbs download and 11.8mbps upload, which are the same results I had 2 months ago. My router/modem is only about 40 feet away and are less than a year old.

I will disconnect the wifi on my phone today and see if it resolves it. I'm sure that it will, but it will not be a satisfactory resolution to me. I think that those of us experiencing the issue can agree that the previous way that it worked was better. It seems to me that the last version of the app was less sensitive to connection interruptions.The other question that I have is why do some people hear beeps and some don't?

 

[luckystrikes]

Speaking with 3CX support they are requiring PBX dump + console log from the iPhone.
If anyone is able to open a support ticket and provide these deeper logs I think it will be helpful as I don't think my user will be able to get console logs...

Can anyone advise what kind of router you are using? Does this happen on the same WiFi network or all WiFi?

 

[Evolute IT]

Speaking with 3CX support they are requiring PBX dump + console log from the iPhone.
If anyone is able to open a support ticket and provide these deeper logs I think it will be helpful as I don't think my user will be able to get console logs...

Can anyone advise what kind of router you are using? Does this happen on the same WiFi network or all WiFi?

I use Fortigate routers with Grandstream access points and only the app has issues with reconnect. At the beginning, I had Mesh and 802.11k/v/r enabled but that was causing trouble since I have only 1 AP. Since disabling those, I had no problem except when using the 3CX App. My Wi-Fi phone is having no problem at all.

 

[luckystrikes]

@JohnS_3CX

Could you continue to look into this? I cannot help support because my client isn't able to reproduce such advanced logs using console. My hunch is the reconnecting feature is trying "too" much to reconnect. Is the interval very quick? Maybe too sensitive?

I have not had any of this issue in BETA testing but every environment is different.

 

[architechture]

I'll also have a user with this issue.