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Stay Registered with v18 Android App Beta

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Nick Galea said:
We have created this guide to help with troubleshooting battery and background data settings. See our Android Push Troubleshooting guide
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Hi Nick, with all due respect - we have invested a plethora of resource in diagnosing issue with Android handsets and Push notifications. The system was put in place assuming there would be no issue with this at all over a year ago. However, we operate in the real world, a 24 hour manufacturing facility with numerous sites across the UK. We've seen the system not working, many many times.

I count about 5 times we've reached out to 3CX support on diagnosing the issue - hats off to you, you've put the effort in to attempt to assist us in troubleshooting. But the result is always the same, it's hit and miss. A change here, a change there. At one point we were told to create our own Firebase project and route PUSH through that, only to be told to remove it a month later. We were then hit by the 3CX Android app not vibrating on incoming call alerts, and then the app not showing the full screen dialer app (when locked) on incoming call alerts the following month. One thing after the next.

At the end of the day, what you've effectively put in place - is a reliance on too many single points of failure, and ones that cannot be controlled by you or us.

We ripped out our Mitel PBX system, using dedicated Wifi handsets - and have had nothing but issues since. I'm not saying it's totally 3CX's fault. You have no control over the Android ecosystem for both hardware/software. Our handsets in question are latest CAT S42 handsets - ruggedised phones with large batteries running latest Android software. But we've also worked with the latest flagship Samsung models. We've even worked with the manufacturer to see if there's anything that can be done. Even if we got the system working beautifully tomorrow - next week there could be a change/update somewhere along the way and we're back to square one. Confidence is extremely low that the Android Wifi handset solution works flawlessly.

The only solution is to have a register based Wifi endpoint. Non native SIP is fine, as with the 3CX app using port 5090 and it's own protocol - but the handset needs to actively maintain the connection to the PBX for this to be a suitable solution in an environment such as ours (and probably others).
 
timmehb said:
Hi Nick, with all due respect - we have invested a plethora of resource in diagnosing issue with Android handsets and Push notifications. The system was put in place assuming there would be no issue with this at all over a year ago. However, we operate in the real world, a 24 hour manufacturing facility with numerous sites across the UK. We've seen the system not working, many many times.

I count about 5 times we've reached out to 3CX support on diagnosing the issue - hats off to you, you've put the effort in to attempt to assist us in troubleshooting. But the result is always the same, it's hit and miss. A change here, a change there. At one point we were told to create our own Firebase project and route PUSH through that, only to be told to remove it a month later. We were then hit by the 3CX Android app not vibrating on incoming call alerts, and then the app not showing the full screen dialer app (when locked) on incoming call alerts the following month. One thing after the next.

At the end of the day, what you've effectively put in place - is a reliance on too many single points of failure, and ones that cannot be controlled by you or us.

We ripped out our Mitel PBX system, using dedicated Wifi handsets - and have had nothing but issues since. I'm not saying it's totally 3CX's fault. You have no control over the Android ecosystem for both hardware/software. Our handsets in question are latest CAT S42 handsets - ruggedised phones with large batteries running latest Android software. But we've also worked with the latest flagship Samsung models. We've even worked with the manufacturer to see if there's anything that can be done. Even if we got the system working beautifully tomorrow - next week there could be a change/update somewhere along the way and we're back to square one. Confidence is extremely low that the Android Wifi handset solution works flawlessly.

The only solution is to have a register based Wifi endpoint. Non native SIP is fine, as with the 3CX app using port 5090 and it's own protocol - but the handset needs to actively maintain the connection to the PBX for this to be a suitable solution in an environment such as ours (and probably others).
Click to expand...
Have you tried the "Keep Active/Alive" in the Android app menu? It bypasses Push and stays registered to the PBX.
 
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ConceptsWeb said:
Perfect! And that would be a good idea since Android sucks at Push.
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Yup - It certainly does. Or at least sucks when it doesn't work.

Too many things to contend with - both software and hardware - all out of our control.

Keep Active function is brilliant - but it absolutely needs to persist across reboots and be part of the persistent handset/extension configuration. Even make it a setting in the admin console that gets pushed to the handset - give the admins the control to judge whether its fitting for their environment or not.

If a setting such as as this existed within the admin console to push down to handsets - 90% of our issues would be solved immediately.

Instead, we have staff that have varied IT literacy from whiz kid to old timer, being told to ensure they enable a setting (a few too many clicks down the menu structure) at the start of every shift. You've got both technical and political issues at play here. These things just need to work.
 
@timmehb - if you use quality phones and the latest 3CX and android then it works absolutely fine. So Android 11 and up. If the problem persists you need to contact the android phone vendor. We send out PUSH via Google networks and its working just fine with most branded phones.
 
Nick Galea said:
@timmehb - if you use quality phones and the latest 3CX and android then it works absolutely fine. So Android 11 and up. If the problem persists you need to contact the android phone vendor. We send out PUSH via Google networks and its working just fine with most branded phones.
Click to expand...
@Nick Galea

On paper it works great. In real world it doesn't.

For 3CX to make claims like that, there would have to be some sort of approved vendor/model list that you guys maintain. If that was the case, I'd purchase only from that list. You had one at some point.

Keep Active function is the guaranteed solution.
 
timmehb said:
Hi Nick, with all due respect - we have invested a plethora of resource in diagnosing issue with Android handsets and Push notifications. The system was put in place assuming there would be no issue with this at all over a year ago. However, we operate in the real world, a 24 hour manufacturing facility with numerous sites across the UK. We've seen the system not working, many many times.

I count about 5 times we've reached out to 3CX support on diagnosing the issue - hats off to you, you've put the effort in to attempt to assist us in troubleshooting. But the result is always the same, it's hit and miss. A change here, a change there. At one point we were told to create our own Firebase project and route PUSH through that, only to be told to remove it a month later. We were then hit by the 3CX Android app not vibrating on incoming call alerts, and then the app not showing the full screen dialer app (when locked) on incoming call alerts the following month. One thing after the next.

At the end of the day, what you've effectively put in place - is a reliance on too many single points of failure, and ones that cannot be controlled by you or us.

We ripped out our Mitel PBX system, using dedicated Wifi handsets - and have had nothing but issues since. I'm not saying it's totally 3CX's fault. You have no control over the Android ecosystem for both hardware/software. Our handsets in question are latest CAT S42 handsets - ruggedised phones with large batteries running latest Android software. But we've also worked with the latest flagship Samsung models. We've even worked with the manufacturer to see if there's anything that can be done. Even if we got the system working beautifully tomorrow - next week there could be a change/update somewhere along the way and we're back to square one. Confidence is extremely low that the Android Wifi handset solution works flawlessly.

The only solution is to have a register based Wifi endpoint. Non native SIP is fine, as with the 3CX app using port 5090 and it's own protocol - but the handset needs to actively maintain the connection to the PBX for this to be a suitable solution in an environment such as ours (and probably others).
Click to expand...
Have you upgraded to V18? We were in a similar situation to you with Android issues but since switching to V18 these issues have virtually vanished.

The only issues we see now seem to be linked to our WiFi. Our Blackview phones seem to want to hang on to our Access Points for too long when there is a better Acces Point nearby.
 
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@timmehb

If anyone has already suggested this or if you have already done this I apologuise, but I want to confirm, in the app when you view the account, do you have an internal and external IP listed, or do you have simply a hostname?

I noticed roaming/connectivity was imrpoved when using hostname instead of IP.
 
chriselectrix said:
Have you upgraded to V18? We were in a similar situation to you with Android issues but since switching to V18 these issues have virtually vanished.

The only issues we see now seem to be linked to our WiFi. Our Blackview phones seem to want to hang on to our Access Points for too long when there is a better Acces Point nearby.
Click to expand...
Hey. yeah were on v18. And things have improved somewhat over v16.
 
FridayIT said:
@timmehb

If anyone has already suggested this or if you have already done this I apologuise, but I want to confirm, in the app when you view the account, do you have an internal and external IP listed, or do you have simply a hostname?

I noticed roaming/connectivity was imrpoved when using hostname instead of IP.
Click to expand...
Appreciate it!

Local PBX is IP address
External PBX is hostname.

Whats yours?
 
timmehb said:
@Nick Galea

On paper it works great. In real world it doesn't.

For 3CX to make claims like that, there would have to be some sort of approved vendor/model list that you guys maintain. If that was the case, I'd purchase only from that list. You had one at some point.

Keep Active function is the guaranteed solution.
Click to expand...
Even when there is such a list with supported phones then there is no control over additional software that is installed on the android phone. We had a customer with the latest android phones and some would ring the 3CX mobile app and on others it didnt. Guess what some users had the hiya.com app installed which somehow blocked the 3CX app from ringing.
 
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Thats an excellent point by @SweetAction - Split DNS is absolutely required. Using a local IP and external IP is really only for very small networks up to about 10 extensions and not suited for a larger network.
 
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@timmehb - thanks for the heads up - look forward to test with the CAT 42 i am confident we can get to the bottom of it.
 
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