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Solved Push at ios 3CX Client doesn't work

Discussion in 'iOS' started by mvasilenko, Feb 22, 2017.

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  1. mvasilenko

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    Hello,

    we are running commercially licensed 3CX PBX at Linux Debian,
    and have problems with push on IOS devices,
    IPhone 6s IOS 9.3.5 works just fine, push received and phone wakes up, no problems
    IPhone 7 Plus IOS 10.2 push sent from 3CX, see logs below, but phone doesn't receive it, so no incoming calls AT ALL
    IPhone 6 IOS 10.2 push works sometimes, unable to figure out why

    notifications setting in all iphones are by default,
    no problems with notification from other applications like instant messaging which are using push

    3CX logs
    17/02/22 12:41:39.971|200003| Trc|50|0008|: DBG: Contact for FA24BE is active, expires at 2/22/17 12:43:39 PM
    17/02/22 12:41:39.987|100019| Inf|50|0008|: Update PUSH client for Extn.00: Allowed, regid = bfAgkdBk9vXMLCl/aEhE+Y5gbQTSFvdlz8lxU/f7qYs=,I,FA24BE
    17/02/22 12:41:42.766|200002| Trc|75|0008|: Ins: Call(15) [Dialing] DN=00 IP=00 EP=01
    Attached: [sip_displayname=operator;lookup_displayname=operator;chid=0000015A6569956A_15;prevCall=0;prevLeg=0;extnumber=01;devcontact=sip:00@78.27.171.45:59172;rinstance=0-h1fuw8gmqg.cwb7fvznhpoh.dc5fwsk.;ob;inst="FA24BE"]
    17/02/22 12:41:42.968|200003| Trc|50|0009|: DBG: _phone_OnNewCall called: MWJCYSZHKVZS
    17/02/22 12:41:43.121|200002| Trc|75|0008|: Ins: Call(15) [Ringing] DN=01 IP=00 EP=00
    Attached: [chid=0000015A6569956A_15;prevCall=0;prevLeg=0;extnumber=00;devcontact=sip:01@127.0.0.1:5488;rinstance=93f7b20cbfa3d33e;lookup_displayname=Nik]
    17/02/22 12:41:43.974|200003| Trc|50|0010|: DBG: OnNewCall called: MWJCYSZHKVZS
    17/02/22 12:41:43.975|200003| Trc|50|0010|: DBG: PushApple. Connecting to gateway.push.apple.com:2195. CallGuild=MWJCYSZHKVZS
    17/02/22 12:41:44.633|100018| Inf|50|0010|: Call(MWJCYSZHKVZS): sent push request to APNs:
    {"aps":{"alert":{"body":"Incoming call from: 00"},"sound":"push.aif"},"replaces":"PHvbW9Xyk5O_CcuUrX7LRA..;from-tag=deea775a;to-tag=23d6e149","callerid":"00","inst":"029071","reason":0 }

    17/02/22 12:41:44.634|200003| Trc|50|0010|: DBG: PUSH request is sent. No errors received, ret=0. CallGuid=MWJCYSZHKVZS
     
  2. Vali_3CX

    Vali_3CX Well-Known Member
    Staff Member 3CX Support

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    Please keep in mind that ONLY ONE mobile device per extension can receive push notifications - the most recent registered one. The last one which registers "steal" the push notification from the previous one.

    Then - I see you're using IOS 9 on a device, which means you're not using the latest 3CX client (the latest require IOS 10 and cannot be installed on iOS 9) Which version is you PBX?
     
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  3. mvasilenko

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    Thank you for the answer, Vali!

    PBX versionn 15.0.60903.0
    We are using one device per extension,
    the logs from my first message shows call from IOS 10.2 device to IOS 10.2 device,
    most recent 3CX Client version from AppStore,
    push was sent, but the phone doesn't receive it, so call was lost,
    at the same time, IOS 9 device receives push and calls with no problems at all
     
  4. Vali_3CX

    Vali_3CX Well-Known Member
    Staff Member 3CX Support

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    My advice is to contact our tech support, to open a ticket. Most probably, you will be asked to provide them an Welcome Email for an account to your PBX to be tried on an IOS device here and, possibly, for 3CX client logs on your device.

    However, as one of client's developer, I can tell you that the 3CX client should be configured for that account on your PBX (that means, if it shows "No Accounts" on the display or the current account is on a different PBX, the push coming from your PBX will be ignored).

    P.S The push notifications coming from apps like Facebook or GMail are "standard push", while the one used by the 3CX client is "VoIP push" and they are completely different.
     
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  5. mvasilenko

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    thank you for the advice, but how can i contact the support?
    as far as i understood, the only way to get support is to buy yearly support package

    when 3cx client is open, and phone screen is unlocked, this IOS device receive incoming calls with no problems

    we've evaluated trial version and didn't have troubles with push notifications
     
  6. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

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    Although pretty standard advice, but have you tried deleting the account in the App, then sending a new Welcome Email?
     
  7. mvasilenko

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    thank you for the advice, i will try and report the results later
     
  8. cyberpcs

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    Hello

    I have exactly the same issue here
    iOS 10.2.1 doesn't receive push notifications but works perfectly if the app is open while old iPhone with iOS 9 running 3CX 15.1.1 works perfectly !
    I also tried 3CX beta 15.2.5.138 with same negative results.
    Pbx is latest version 15
    Thanks
     
  9. Vali_3CX

    Vali_3CX Well-Known Member
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    Sorry, I forgot to ask the most obvious question: are yours iOS10 devices on DND mode? Check on device's statusbar, next to the battery indicator, to see if the "moon" is shown. If yes - then the DND mode is active and the 3CX client will not show the incoming call on locked screen.

    Also, a good overall check about push functionality on IOS10 is following:
    - launch the 3CX client and see it registered
    - press device's Home button to send the client in the background (therefore it will unregister and will enable PBX to send push)
    - do not lock the device
    - from a different phone, call the client - it should display the incoming call.
    If this test is working, it means the push is working.
     
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  10. smartsoft

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    We have the same problem
    3CX Version 15.0.60903
    IOS 10.2.1

    We have checked and double checked for additional 3CX clients on the same extension, firewall settings, extension setting - Enable PUSH for smartphones, notifications on the phone. Previously used to work.

    With the number of people reporting this - definitely a bug. Back to Bria I guess ? :(
     
  11. craigreilly

    craigreilly Well-Known Member

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  12. smartsoft

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    Thanks Craig. I have checked off all the items in your post. Push notifications still not working.

    Could you confirm it is working for you ? What version of IOS and 3CX.

    Thank you
     
  13. smartsoft

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    Hi Vali

    Can you confirm is there currently is an issue with 3CX Version 15.0.60903 and IOS 10.2.1 in regards to push notifications ?

    Thank you
     
  14. Philip Darnell

    Philip Darnell New Member

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    I'm also having this problem, if I have the app open it rings fine, if the app is closed the iPhone doesn't ring.

    I'm on version 10.2.1
     
  15. smartsoft

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    *SOLVED*

    Looks like the Apple push certificate used in Version 15 is invalid - at least on our system. Replaced it with the (slightly older, by a few hours) certificate recommended for 'V14 Push Certificate is Expiring' issue and it worked. See the article below;

    https://www.3cx.com/blog/news/v14-ios-client-push-certificate/

    Lots of hours waisted trying to solve this problem. Disappointing no acknoldgement by 3CX on this high visibility issue. We can now use the 3CX IOS application again.
     
  16. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

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    That's odd, because the certificate that you find in the download link you gave and the one you can download from the V15 Management Console are the same.

    This only leads me to believe that for some reason the update of the cert file through the V15 Management Console was not done successfully. Anyway, to re-download it from V15 all you need to do is:
    1. Delete file: C:\ProgramData\3CX\Instance1\Bin\Cert\Apple\version.txt
    2. Restart The Management Console service.
    3. Log in and you should see a new "Other" update which is the certificate.
    4. Download and restart one more time.
    5. Re-send new Welcome Email to all clients.
     
  17. smartsoft

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    Hi Nick

    From memory the certificate did seem a few hours older as I would not have replaced it if it was the same. At this stage it is working and changing the certificate was the only thing that fixed my issue. Corrupt certificate? Others having the same problem with v15 after ruling our other possibilities such as incorrectly configured firewall. Perhaps they can try your official method of changing the certificate in V15 as above and see if it resolves their problem.

    thank you

    Tony
     
  18. Paul@ISO

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    That was the fix for us, thanks @NickD_3CX !
     
  19. Scott O'Brien

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    I had the same problem with PUSH but replacing the certificate and resending the welcome email fixed it. However, the call comes through, even if the app is closed, but we get no sound after it has connected. The call is live at both end but no sound! We are on v14 with iOS 10.2.1

    Any clues?
     
  20. GBC_James

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    Hi All
    We have the same problem, so not sure this is solved.

    We are running;
    3CX V15
    IOS V 10.3.1 on Iphone 6Plus (also tried a 7Plus with same ios)

    I have downloaded the latest client and have also Deleted C:\ProgramData\3CX\Instance1\Bin\Cert\Apple\version.txt downloaded and then run the update

    When the phone is unlocked and the app is open we get calls.
    When the phone is unlocked but the app is closed (well, running in background) we sometimes get the call but more often we don't.. On some occasions there is a long delay before the call comes through. And a couple of times the call came to the app after the caller had hung up!

    When the phone is locked, calls do not come through. However, we do sometimes get a missed call notification on the lock screen.

    We have also tried making a call from one phone using the app to another extension with the app, and we get the exact same results as above.

    The inability to receive calls when the phone is locked makes this app useless for us at this time.
    I really hope there is a solution as we promised this feature to some of our users.

    Thanks for your help Guys

    EDIT: Just been watching the event log, and when the phone locks the extension becomes unregistered. Could this be related?
     
    #20 GBC_James, May 23, 2017
    Last edited: May 23, 2017
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