No incoming calls on Gigaset GX290 Android phone

[JosIPVG]

Hello my fellow techies!

For one of our clients i have the following issue i cant seem to work out.

There is an extension that uses a Gigaset android mobile devicewich is on the latest release of 3cx app mobile for android.
the user is able to make internal and outbound calls.
he cannot receive calls on his mobile , the deskphone does ring but this is not a stationary user.

we have tested the app on a same phone here and we have the same identical issue.
restarting and reprovisioning does not solve the issue.
All settings on the phone concerning app rights have been checken.
The extension itself has been checken.

Is this a current issue with Gigaset GX290 models?

 

[ChrisC_3CX]

Could you provide the following info as well:

• What version of 3CX are you currently running (Dashboard >> Information >> License)
• Based on the description you provided, I gather that you've tested at least two different wifi networks. Please confirm this and also let us know if it also happens when the device is connected via LTE.
• Try creating a new test extension, do not make any changes to it and test again. Do you get the same issue?
• While using that same test extension, go into the Apps Menu >> Settings >> Advanced and disable the first checkbox that reads (Telecom API). Test again and let us know if anything changes.
• Do other extensions on the same exact wifi, but on a different android device work okay?

 

[JosIPVG]

Hello,

They are currently running on a Professional license running the latest V16 uodate.
With a new extension on another mobile but same make and model we get the same issues.
The other mobiles that they use both android and apple function the way they are supposed.
I have just asked the user to see if there are any changes in behavior when they switch to their mobile carrier.

 

[NickD_3CX]

Also ask them to check with the Telecom API option disabled as mentioned above. After you disable it, kill the app and relaunch it, then try again.
This is very important.

 

[JosIPVG]

I will test this tommorow on the same phone we have ourselves.