Device Info
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Phone Model: Various (Samsung/ Nokia)
Firmware Version: Various
Issue Info
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We're having problems with some of our handsets that are no longer able to make or answer calls outside our network. The problem is primarily on 3G but can occur when connected to home wifi networks. It has been happening since the last 3CX Android update at the start of January (V15.5.400.874). All port forwards have stayed the same as before when everything was working and I have removed all of the IP's on our blacklist. Our server is all up to date running 15.5.15502.6 and has been running without issue for 18 months.
The phones in question appear to connect and register with the server. The App displays "On Hook" as the status and presence information is updated and appears to be working correctly. I can successfully change the status of the extension and that change is reflected on the server.
When receiving an incoming call the phone rings and the Decline and Answer buttons appear as per normal. On selecting one of these options the phone stops ringing audibly but the screen does not change. The Answer/Decline options stay on the screen and the extension will continue to ring on any other devices registered with the same extension. Once the call is answered or declined on another extension the problematic Android App will then return to the "On Hook" screen.
When making a call if the number is dialled; upon hitting "Call" the App appears to dial but nothing happens. When End is pressed the status will briefly changed to "Call Ended" then back to "Dialling". The "End" button will stay on the screen as though the App is dialing. When selecting an extension from the presence list the App will revert back to the "On Hook" screen, however the Android notification screen will say that the App is dialing. The only way out of this is to force quit the App.
When any of these devices are connected to our internal wifi they work perfectly. This includes remote sites that are connected via VPN
This has been a nightmare to troubleshoot as a lot of things changed for us when this problem first surfaced. We moved locations, migrated the server to new VM, changed ISP, the 3CX App updated and there was an Android update at the same time.
I'm at a point now where I feel confident this is an issue with the App or Android. Some of our handsets are functioning properly so this leads me to believe that there is nothing wrong with our network set up. The phones that work appear to be awaiting the Android update (which I'm now reluctant to apply), but some of those that have stopped working are older and haven't had any Android updates recently.
As I said earlier all port forwards are still in place from when things worked previously. I can scan port 5090 from a misbehaving Android handset and it appears to be open. If I take the SIM from one of the problematic Android phones and put it in an iPhone that's configured for the same extension everything will work properly. I've removed and recreated accounts, have reset to factory defaults and even tried with a brand new phone (Nokia 5.1). If I connect a problematic Android phone to the Wifi hotspot on my iPhone it works! I've tried the latest beta without success. One of the phones is set to use a different mobile provider and it is having the same problem (It is one of the older phones without updates).
Our mobile provider doesn't seem to be using IPv6 as I don't get an address and selecting the option for IPv4 only on the APN makes no difference as was suggested elsewhere on this forum
I'm at a bit of a loss where to go from here. To me it seems there seems to be some bug in the latest version of the 3CX app or some incompatibility with the versions of Android we have in use.
-------------------------------------------------------
Phone Model: Various (Samsung/ Nokia)
Firmware Version: Various
Issue Info
-------------------------------------------------------
We're having problems with some of our handsets that are no longer able to make or answer calls outside our network. The problem is primarily on 3G but can occur when connected to home wifi networks. It has been happening since the last 3CX Android update at the start of January (V15.5.400.874). All port forwards have stayed the same as before when everything was working and I have removed all of the IP's on our blacklist. Our server is all up to date running 15.5.15502.6 and has been running without issue for 18 months.
The phones in question appear to connect and register with the server. The App displays "On Hook" as the status and presence information is updated and appears to be working correctly. I can successfully change the status of the extension and that change is reflected on the server.
When receiving an incoming call the phone rings and the Decline and Answer buttons appear as per normal. On selecting one of these options the phone stops ringing audibly but the screen does not change. The Answer/Decline options stay on the screen and the extension will continue to ring on any other devices registered with the same extension. Once the call is answered or declined on another extension the problematic Android App will then return to the "On Hook" screen.
When making a call if the number is dialled; upon hitting "Call" the App appears to dial but nothing happens. When End is pressed the status will briefly changed to "Call Ended" then back to "Dialling". The "End" button will stay on the screen as though the App is dialing. When selecting an extension from the presence list the App will revert back to the "On Hook" screen, however the Android notification screen will say that the App is dialing. The only way out of this is to force quit the App.
When any of these devices are connected to our internal wifi they work perfectly. This includes remote sites that are connected via VPN
This has been a nightmare to troubleshoot as a lot of things changed for us when this problem first surfaced. We moved locations, migrated the server to new VM, changed ISP, the 3CX App updated and there was an Android update at the same time.
I'm at a point now where I feel confident this is an issue with the App or Android. Some of our handsets are functioning properly so this leads me to believe that there is nothing wrong with our network set up. The phones that work appear to be awaiting the Android update (which I'm now reluctant to apply), but some of those that have stopped working are older and haven't had any Android updates recently.
As I said earlier all port forwards are still in place from when things worked previously. I can scan port 5090 from a misbehaving Android handset and it appears to be open. If I take the SIM from one of the problematic Android phones and put it in an iPhone that's configured for the same extension everything will work properly. I've removed and recreated accounts, have reset to factory defaults and even tried with a brand new phone (Nokia 5.1). If I connect a problematic Android phone to the Wifi hotspot on my iPhone it works! I've tried the latest beta without success. One of the phones is set to use a different mobile provider and it is having the same problem (It is one of the older phones without updates).
Our mobile provider doesn't seem to be using IPv6 as I don't get an address and selecting the option for IPv4 only on the APN makes no difference as was suggested elsewhere on this forum
I'm at a bit of a loss where to go from here. To me it seems there seems to be some bug in the latest version of the 3CX app or some incompatibility with the versions of Android we have in use.
