Problem with notifications Failed to send FCM PUSH to device

[Wrack]

Hi,

I see a lot of these in the logs : Failed to send FCM PUSH to device... to all my devices when it should ring for incoming calls (we have a queue). We are losing some calls at the moment, which is really a problem. I am using 3CX V20.

How can I debug that ? Is it a known bug of V20 ?

Thanks a lot and best regards

Jean

 

[ThomB_3CX]

Could you also provide me in Private Message the app's verbose logs in order to understand what's going on and help you out with your issue?

1. Enable Verbose Logs: “Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Enable verbose logging”.
2. Reproduce the issue and “Send log report”: Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Send Log Report

Thanks

 

[Wrack]

Hi yes, of course, do you think it comes from Android ? Because the point is that if I set this option on my Android device, then I'll be "active" on the Android device and the notification comes, it seems like it's only after some time, when the device is "idle" for some times. BTW the complete error is like Failed to send FCM PUSH to device Google Pixel 6(Ext.964). Received error from server: NotFound: Not Found. Find more info at: https://firebase.google.com/docs/reference/fcm/rest/v1/ErrorCode for all our colleagues (they all have an Android device)

 

[ThomB_3CX]

In this case, it would be also beneficial to send the pbx logs also/

Since you are running V20, first replicate the issue, then login to webclient as an admin user
In the vertical navigation bar, click on Admin > Dashboard

Under the section System Maintenance, there is a Support Info button which will download the logs.

Please provide these also together with the Android logs

 

[Nathan@Voxtelesys]

Does the 3CX server have an IPv6 address?

 

[Wrack]

Yes, the 3CX server has an IPV6 address

 

[Nathan@Voxtelesys]

Yes, the 3CX server has an IPV6 address

If you remove the IPv6 address and reboot, is the issue fixed?

 

[Wrack]

Just tried that, nope it is not fixed

 

[Christos Chatzaras]

I believe this is related: https://www.3cx.com/community/threads/android-phones-and-incoming-calls-issues.124259/

 

[Wrack]

Yes it seems to be exactly the same problem, you are right. But still, no solution. It seems to be a problem from V20 then, can 3CX locate the problem and fix it ?

 

[Wrack]

ThomB_3CX any news regarding the issue ?

​

 

[mlarky01]

we are having same issue, if no calls occur for a period of time (approx 1 hour) then a incoming call happens, mobiles using 3cx app don't ring, but the desk phones do. If another call immedidately after this comes in mobiles ring fine again. waking the phones and opening the 3cx app does not cause them to ring. The FCM token parameter expiry on 3cx admin console seems linked as its always near or just after this time value that issue occurs. Only on v20(including this weeks rc3 release), no issues on v18.

 

[Wrack]

In this case, it would be also beneficial to send the pbx logs also/

Since you are running V20, first replicate the issue, then login to webclient as an admin user
In the vertical navigation bar, click on Admin > Dashboard

Under the section System Maintenance, there is a Support Info button which will download the logs.

Please provide these also together with the Android logs

Looking at the thread, I am not the only one, and if you ask me, it should be general. Are you working on a fix ?

 

[mlarky01]

It seems the first call following the FCM Token expiration (which happens every hour) does not ring the 3Cx app on Android devices. But the first call encourages the FCM token to update and the next call will then ring 3Cx android phones! This causes the first call to be missed.

Please supply a fix.

 

[ThomB_3CX]

@mlarky01 Can you reproduce the issue please and send us both Android and PBX support logs?
Please send them in a private message.

 

[Wrack]

I just got a message from ThomB_3CX notifying that they found the server-side issue and they are working on fixing it.

 

[Christos Chatzaras]

Any idea if this issue fixed in V20 Final?

 

[Wrack]

Yes it should as it has already been fixed in the previous RC, which is basically the same as the current V20 final

 

[Abrahams]

I also have similar problems and have sent private message to ThomB_3CX

​

 

[Abrahams]

I got this message on the system log

System.Exception: Cannot send FCM PUSH without FACILITYID specified at
_3CX.Push.PushTransport.GetFcmToken() at
_3CX.Push.PushTransport.PushAndroidFcmV1(PushTask pushTask) at
_3CX.Push.PushTransport.PushAndroidFcm(PushTask pushTask)