Stay Registered with v18 Android App Beta

[GiannosI_3CX]

V18 Android App Beta has just been released. Now with updated libraries for a more robust and secure application. Try out the new “Keep Active” feature to never lose a call and check out the various enhancements on video conferencing management.

Keep Active​

With this version, we are introducing a “Keep Active” fun...

Continue reading the Original Blog Post.

 

[edwinbak]

Hi @GiannosI_3CX,

This is a great feature, we have several customers who lose connection to 3CX PBX after a few days.
I hope this is the solution!

I see that this was specifically posted in the Android forum, we also experience this with iOS users, is there a similar solution for this?

Grtz,
Edwin

 

[Vali_3CX]

we also experience this with iOS users, is there a similar solution for this?

Hi Edwin
No, this cannot be applied to iOS devices.

 

[edwinbak]

No, this cannot be applied to iOS devices.

This is quite a big problem with some of our customers. Many employees have a desk phone AND use the app. If they generally use the desk phone and don't open the app for 7 days then the app will lose connection to 3CX.
If the employee is then on his way to customers on location, he can no longer be reached.
The status in the 3CX admin panel is green because the desk phone is working but the employee is not reachable.

 

[Vali_3CX]

Basically, this is a PBX setting, not a mobile clients problem - I suggest you to post it either in the Ideas section, or in the PBX general one.

 

[FridayIT]

This is quite a big problem with some of our customers. Many employees have a desk phone AND use the app. If they generally use the desk phone and don't open the app for 7 days then the app will lose connection to 3CX.
If the employee is then on his way to customers on location, he can no longer be reached.
The status in the 3CX admin panel is green because the desk phone is working but the employee is not reachable.

Are these personal or corp phones?

My reccomendation would be to use tasker or a simular app to automaically "open" the app at 4am twice a week to workaround this issue.

 

[Raumpatrouille]

3CX v18 Android App Beta Bug-Report


Phone Model: Samsung Galaxy S8
Android Version: Android 9
App Version: 18.0.1.11 (BETA)
3CX PBX Version: V16 Update 8 (16.0.8.9)] / Windows
Network Connection: WiFi and LTE / IPv4
Client is on the same network as the PBX or on mobile connection

Bug #1:
- Call from "unknown" -
Very often the caller is not displayed on an incoming call. Only "Call from" appears in the display
*** will be solved in upcoming release: https://www.3cx.com/community/threads/no-name-appear-on-incoming-calls-if-screen-locked.84516/

Bug #2:
- Keep Active function must be re-enabled -
When the phone is restarted, the keep active function must be re-enabled
This is annoying and not usual

Bug #3:
- Call to unknown with Bluetooth connection -
If a Bluetooth connection is established, e.g. with a vehicle, then a call to Unknown is permanently signaled on the Bluetooth device when Bluetooth support is deactivated.
It does not matter whether the Keep Active function is activated or not. A connection to the PBX is also not necessary
(Tested with 3 Phone Models)

 

[GiannosI_3CX]

Hi @Raumpatrouille , thank you for the feedback.

Bug #2:
- Keep Active function must be re-enabled -
When the phone is restarted, the keep active function must be re-enabled
This is annoying and not usual

This is under consideration.

Bug #3:
- Call to unknown with Bluetooth connection -
If a Bluetooth connection is established, e.g. with a vehicle, then a call to Unknown is permanently signaled on the Bluetooth device when Bluetooth support is deactivated.
It does not matter whether the Keep Active function is activated or not. A connection to the PBX is also not necessary
(Tested with 3 Phone Models)

Could you please provide a video/screen shot in pm?

 

[Raumpatrouille]

Hello @GiannosI_3CX,
i'll try to collect more Information about Bug #3

 

[timmehb]

The Keep Active function is going to completely save our bacon - it’s something I’ve been suggesting as a way for stability for a while now. I’m so glad it’s here.

But absolutely it needs to be a persistent setting across reboots - is there any possibility this could be put in the upcoming release?

seriously, it’s been our primary telephony issue this year. We have rugged phones with days worth of battery

 

[N_G]

The Keep Active setting is not supposed to be used all the time. Its only needed when the network in question is not properly routing Google Push or the phones background setting is blocking the app. So especially on a network in the office the google push should be fixed, not put the Keep Active setting all the time on because it will increase battery usage significantly. We will soon publish a blog posts with some tips around this.

However, we are seeing a lot of people using either very old devices, low quality devices or not using latest Android or 3CX. First steps are to upgrade your device to at least Android 10 and also go to V18.

 

[N_G]

@Raumpatrouille This is a very very old phone. You need to get a more recent phone and upgrade to the latest Android. Please try with a more recent phone that has at least Android 11. We will not make fixes or changes for Android 9.

Furthermore you need to upgrade to 3CX V18..... There are a lot of improvements in v18 in regards to the android app.

 

[Uwe Naumann]

We will not make fixes or changes for Android 9.

Why not? Its an official supported version: https://play.google.com/store/apps/details?id=com.tcx.sipphone14

 

[N_G]

@Uwe Naumann No its not supported. You can install the 3CX app on Android 8 or 9 but it does not mean we will troubleshoot such old versions of Android

 

[N_G]

@chriselectrix - This is a clear example of Google PUSH not working. You did not list version of 3CX? Is your 3CX hosted or on premise? On premise could indicate you have a firewall blocking outgoing or incoming PUSH. What phone are you using? What network? Did you try a mobile or other Wifi network? Android PUSH is working well on leading phones i use it everyday.

 

[N_G]

OK so you are using noname phones and an old version of 3CX.

1. Upgrade to v18
2. Use a brandphone, Google Pixel, Samsung S10, One plus - something like that. There are tons of Samsung Galaxies ranging from 50 euro to 400 euro so it doesnt mean anything if it doesnt work on a very old one.
3. Try on Vodafone UK. I have Vodafone UK and it works perfect.

I am 100% sure if you go to v18, get a quality mobile provider and a quality phone such as a Google Pixel (3A and up good already, else oneplus if budget is a problem) it will work out of the box 100% of the times.

 

[N_G]

OK, start with v18 and use a few quality phones I think you will see most probably the problem will be resolved...

 

[SweetAction]

I would start with the v18 upgrade as 3CX has made numerous changes to push recently.

 

[N_G]

There is nothing wrong with Google PUSH. It works well. Please follow the points i outlined some posts ago and you can start eliminating the causes that might result in the issues you are facing:

1. Upgrade to v18
2. Buy a recent branded phone and see if the issue persists on this phone as well. A one plus phone of 100 euros will suffice
3. If it still persists then try a hosted instance of 3CX so we can eliminate any firewall issues or instance installation issues.

If it persists after you did the top 3 steps we can log in to the instance and see the log file first hand should there still be issues.

If the problem is resolved, you can contact Blackview about the matter. I tried to visit their website - its not working - but if they are still around and have customer support you can then go back to them with a clear issue to report in regards to PUSH no longer working after some time.

You wanted a straw, i gave you a tree trunk but you have to clutch it by yourself

 

[FridayIT]

@chriselectrix Also check on the device to make sure that it isn't "sleeping" the 3cx app for notifications. I have had isuses with this in the past with various apps. the settings are vendor specifc.