No Notification or Ring of Incoming Calls

[Richard_3_CX23]

Hello,

We are using Andriod phones version 12. 3CX App version 18.1.3.135. We are unable to get notification of calls. We tried with DID and dialing extension directly and we have the same behavior.
We have tried within our network and our carrier TMobile with the same results. We do get missed calls on the App. We are self hosted on AWS with version 18.0.7.312. We enabled 3CX notifications on the phones with full permissions. Optimization is disabled on the phones. Even with the App open we still don't get rings or notifications.

I am including troubleshooting log.

I would appreciate if you can give us some direction on how to solve this problem.

Thank you,

Richard

 

[OlegR_3CX]

Can you please advise if the PBX activation is working fine? You could check then and navigate to the License >> Edit >> Click Ok. Or refresh the license key of the PBX. Does it work?

From the log i can see that "Switch off the battery optimization" is OFF in your case, you can try to enable it, to make sure that OS wont block it.
Also, since this is an Android 3CX application, there is an option to "Keep active", can you try to put this on and see if the incoming call notification is actually arriving?

 

[Richard_3_CX23]

Actually the PBX activation says activation failed. The odd thing is that when I click on activation failed the next screen says product activated?

When we set Keep Alive we get notifications of incoming calls. We rather not enable that option since it drains the battery. Like I said in the prior email the behavior occurs in our internal network and with or phone carrier TMobile.

Could the problem be the license issue?

Thank you,

Richard

 

[SweetAction]

Actually the PBX activation says activation failed. The odd thing is that when I click on activation failed the next screen says product activated?

When we set Keep Alive we get notifications of incoming calls. We rather not enable that option since it drains the battery. Like I said in the prior email the behavior occurs in our internal network and with or phone carrier TMobile.

Could the problem be the license issue?

Thank you,

Richard

If KeepAlive works but doesn't ring without it, it's a push notification issue.

Combine that with license activation issues and I have to make a wild guess that something is interfering with the PBX communications. Check the OUTBOUND communications to ensure this is not restricting traffic.

Note: Firewall checker is mostly for INBOUND tests.

 

[OlegR_3CX]

@Richard_3_CX23 Since there is no activation, the Push service might not work as well as some of the other features of the PBX such as schedule reports. As mentioned by the colleague above, it can be an issue with the outbound firewall rule.

 

[Richard_3_CX23]

If KeepAlive works but doesn't ring without it, it's a push notification issue.

Combine that with license activation issues and I have to make a wild guess that something is interfering with the PBX communications. Check the OUTBOUND communications to ensure this is not restricting traffic.

Note: Firewall checker is mostly for INBOUND tests.

To confirm you are referring to check the OUTBOUND communications from the Server on AWS EC2 Server and not the 3CX software itself?. If it's the AWS EC2 I don't think they would be any outbound restriction. What test could I run to determine push notification is being blocked?
Thank you,

Richard

 

[Richard_3_CX23]

@Richard_3_CX23 Since there is no activation, the Push service might not work as well as some of the other features of the PBX such as schedule reports. As mentioned by the colleague above, it can be an issue with the outbound firewall rule.

Hi, Have would I fixed the activation issue? I am running free 3CX self managed server on AWS EC2 server.

Thank you,

Richard

 

[SweetAction]

To confirm you are referring to check the OUTBOUND communications from the Server on AWS EC2 Server and not the 3CX software itself?. If it's the AWS EC2 I don't think they would be any outbound restriction. What test could I run to determine push notification is being blocked?
Thank you,

Richard

Correct.

Review your rules applied to the machine. By default there should be a allow any out - if that was removed, re-add and test again.

 

[Richard_3_CX23]

I just checked and all outbound traffic is allowed. Any other ideas?

Thank you,

Richard

 

[SweetAction]

Using the terminal tool, can you ping fcm.googleapis.com and get a reply back? There is many more locations that need connection, but lets test against one to see if general connectivity is working.

You can also check the 3CX logs to see if push messages are going through. If they are not, you will see something like:

 

[Richard_3_CX23]

Hi, I was able to ping fcm.googleapis.com from the EC2 server. I looked at the call log and do see the error message for push notification. Is there any other log.. I can't seem find any other.

Thank you,

Richard

 

[SweetAction]

And you're sure that your 3CX server version is 18.0.7.312?

In the 3CX System Service log file, you will find something like this:


But everything you've stated tells me it's an issue with your PBX's outbound connectivity.

 

[Richard_3_CX23]

Here is the version of 3CX running on the Server. I agree it could be outbound connectivity, but I checked the outbound rules and ping to the fcm.googleapis.com. See outbound rule on EC2




EC2 Outbound Rule

 

[SweetAction]

Is your license actually expired? This would explain all the issues.

Check in your 3CX portal.

Also edit your post and remove the license key from the image.

 

[Richard_3_CX23]

How would I renew the license. I am using a free version? I don't see any place in the portal to renew a free version.

Thank you,

Richard

 

[SweetAction]

For license related stuff I'm going to have to refer you to 3CX - maybe @OlegR_3CX can jump back in.

Depending on when you signed up, Free may no longer exist.

 

[Richard_3_CX23]

That's rather odd since 3CX advertises the free version on 3CX.COM. see below...

 

[OlegR_3CX]

hey @Richard_3_CX23 feel free to open a ticket with us so we can gather the logs and have a look at the issue you are facing.

Thank you

 

[SweetAction]

That's rather odd since 3CX advertises the free version on 3CX.COM. see below...

View attachment 35958

Thats for 3CX startup, which isn't hosted by you (it's hosted by 3CX)

 

[Richard_3_CX23]

Hi OlegR_3CX.. Is paying for support the only way to open a ticket?

Thank you,

Richard