Samsung Galaxy S8 not able to answer call

[Severin Meyer]

I cannot answer a call from the 3CX App on my Smartphone anymore.
It tries to ring, but only for a fraction of a second.
There is no frontend to answer the call at all.
After a while, a notification about a missed call is shown.

When I enable the new Car-API, the app is ringing and I can answer the call, but as the Car-API has problems with audio on Samsung Galaxy S8, nobody can hear me.
I have also tried to uninstall and reinstall the app.

3CX-App: 16.7.7.118
3CX-Server: 16.0.8.9
Smartphone: Samsung Galaxy S8 SM-950F
Android: 9

 

[Severin Meyer]

Reverting to non Beta 16.7.6.105 let me now answer the calls again.

 

[Achille F]

Same problems for me with Samsung XCover 5 (SM-G525F) but with Android 11

 

[aschildmeyerSTR]

For me -

3CX-App: 16.7.7.118
3CX-Server: 16.0.8.9
Smartphone: Samsung Galaxy S21 SM-G998U1 as well as S20's
Android 11

Exact same behavior. My users are saying that they see one brief ring and miss the call and or just have the notification of missed call. I've had them flip from wifi to LTE and the same behavior persists. Then eventually it starts working again. I'm trying to investigate if it's a google push delay or maybe the telcom API needs to be disabled though that shouldn't relate to push notifications but hey, it might.

So I would say that is my same issue. It's been going on and off for about the last 2 weeks.

 

[Achille F]

Forgot in the last post...

3CX-App: 16.7.7.118 (beta tester)
3CX-Server: 16.0.8.9
Smartphone: Samsung Galaxy Xcover 5
Android 11

and on

3CX-App: 16.7.7.118 (beta tester)
3CX-Server: 16.0.8.9
Smartphone: Ulefone Armor X8
Android 10

 

[ChrisC_3CX]

We'll need to look into this so could you provide logs to help us do that?

1. On an affected Android device, launch the 3CX Android App and make sure that Telecom API is disabled (Menu >> Settings >> Advanced).

2. Still in "Advanced", scroll down and enable "Verbose Logging"

3. Shutdown the 3CX Android App and relaunch it, go into Menu >> Settings >> Advanced and make sure that "Verbose Logging" is still enabled.

4. Reproduce the issue or wait for it to occur and note down the exact time the call was placed, the caller number and the callee number(extension of android device).

6. In the 3CX Android App go to "Menu >> Settings >> Advanced", scroll down and press "Send Log Report".

7. Enter your own email address in the "To:" field and send the email that contains the logs as an attachment.

8. Retrieve the log file and upload it to a Cloud Storage Service provider of your choice (GDrive, DropBox, OneDrive, etc).

9. Provide me with a link via PM to the log file along with the call information described in step 4.

 

[alexitnl]

Having this issue also but on a Samsung Galaxy S6 SM-G920F with Android 7, will PM the log file as requested.

 

[PhoneOnline]

Same behavior here with Samsung phones.

 

[Rhys Haskell]

Same behavior here with Samsung phones.

Try and disable the Telecom API in advanced settings on the app, this resolved the issue for us.

 

[ChrisC_3CX]

A new 3CX Android BETA (version 16.7.8.121) has just been released!

For anyone facing this issue please give it a go and let us know how it goes!

 

[Severin Meyer]

Samsung Galaxy 8 is working with the new 16.7.8.121

 

[aschildmeyerSTR]

A new 3CX Android BETA (version 16.7.8.121) has just been released!

For anyone facing this issue please give it a go and let us know how it goes!

It's super hit or miss for me prior to the beta update to reproduce. Do you believe that there is something in this beta update 16.7.8.121 that should fix it? I'm just debating if I should talk to my users to do it or just wait until it goes prod.

Thanks!

 

[Vali_3CX]

Hi @Vali_3CX @PiotrHabigier , what was the resolution to this? I have a very similar setup and am experiencing microphone issues.

It's super hit or miss for me prior to the beta update to reproduce. Do you believe that there is something in this beta update 16.7.8.121 that should fix it? I'm just debating if I should talk to my users to do it or just wait until it goes prod.

Thanks!

We added some Telecom API related fixes:

3CX App for Android 16.7.8.121, Beta, July 2021
- Fixed device not vibrating on incoming 3CX calls while in background
- Fixed missed calls if Bluetooth/Telecom API is turned off

GeneralIy, I would recommend to try any new beta on a testing device to "evaluate" its fixes and improvements, and only then decide if you tell your customers to use it or not in "production".

 

[aschildmeyerSTR]

We added some Telecom API related fixes:

3CX App for Android 16.7.8.121, Beta, July 2021
- Fixed device not vibrating on incoming 3CX calls while in background
- Fixed missed calls if Bluetooth/Telecom API is turned off

GeneralIy, I would recommend to try any new beta on a testing device to "evaluate" its fixes and improvements, and only then decide if you tell your customers to use it or not in "production".

Cool, thanks @Vali_3CX I will try the beta with some people.

 

[Brechtw]

I have the same issue with a production phone.
the customer has downloaded the latest app from the app store.
He used to have no audio even when calling *777 and tried to resolve this issue with deleting the app.
this made him have this issue.
What can i do now?

 

[Severin Meyer]

When having audio issues, try disable the telecom/car-api in the apps settings.

 

[ChrisC_3CX]

@Brechtw

This is an android device we're talking about correct? I'm only asking because you mentioned "app store".

If indeed an android device, do try with Telecom API both enabled and disabled in "Menu >> Settings >> Advanced" as suggested by Severin Meyer above and also please let us know what brand and model you're using along with what happened when changing that setting.

 

[Brechtw]

Yes android.
When the API is turned on he loses the possibility of talking (i call *777 and can't hear anything).
Turning the API off fixes this. In both cases however the call is lost after 1 or 2 seconds.
Galaxy S8+, model: SM-G955F.

 

[ChrisC_3CX]

Turning the API off fixes this. In both cases however the call is lost after 1 or 2 seconds.

So now you have no audio issues but the call drops after 1-2 seconds?

• Is this for every call?
• Have you tried connecting the 3CX Android client to a different wireless network and/or LTE?
• Do you have more 3CX Android clients on this same PBX? Do they face the same issue?
• What version of the 3CX PBX are you running and what version of the 3CX Android app?
• Does the call drop only when calling *777 or for other internal calls as well(extension to extension?
• Create a new test extension and provision it to the same exact android device. Do you still get the same issues with this extension too?