v16.0.3 + new android app -> Request failed on calls

[Tele Connect]

John,

• There is no VPN software or such on the phone.
• My college is using the same provider, Only diverence is the phone, Oneplus 6T versus Samsung.

The legacy App works fine. So there must be an issue with the differences between those apps?

 

[JohnS_3CX]

Your colleague is using a different extension however. Compare the two across the board.

Go ahead and try to provision theirs on your phone (before making any PBX changes) if possible, just as a test.

 

[Tele Connect]

HI John,

Ofcourse I tried my phone with the provisioning of my college's account. No luck,

Could it be an issue with the Google Firebase Cloud Messaging ??? I havent configured it yet.

Chris

 

[JohnS_3CX]

Yeah that sounds like the device is possibly not receiving PUSH from Google whereas the other devices receive it normally. Try your own firebase project in this case and see if it works.

 

[Tele Connect]

Hi John,


The configuration of Google Firebase hasn’t solved the problem.
With a Wi-Fi connection everything is worked as it should do.
On the 4G LTE connection when I’m called the phone rings, but I cannot answer the call. When I lift the green button to answer the call nothing happens. The same for the red phone button, I can move it but nothing happens. The only way to end the incoming call is to close the app.


In the main screen on the upper right corner it says Ready for calls, but the square above it isn’t green. When I’m dialing a number, the screen changes to the conversation screen with the dialed number on top, but the time is fixed on 00:00.



Chris

 

[JohnS_3CX]

The PUSH is coming in if you see this screen. At the moment are you on app version 16.2.0.57?

 

[Tele Connect]

Hi John,

I'm on version 16.1.0.41.( last update 7 okt) Is the version 16.2.057 already available in the app store ? I can't find it.

Chris

 

[JohnS_3CX]

Yes, but under the Beta channel. You can give it a try if you want

 

[Tele Connect]

Hi John,

App version 16.2.0.57 installed, No Luck..
App version 15.5 (Legacy app 16.0.0.6).Working...

Chris

 

[JohnS_3CX]

Hi Chris, can you please tell me the current Android OS version of your OnePlus 6T ?

 

[Tele Connect]

Hi John, Its running on OxygenOS 9.0.17 Build ONEPLUS A6013_41_190911

 

[JohnS_3CX]

Hi Chris

I got a hold of a device with the exact version of oxygen OS and tested it.

The phone rings (whether locked/unlocked) and then, you slide to answer and it works immediately.

I don't think it would be a device or app issue in this case but let's make sure. Uninstall the app, and reinstall it. In beta you will probably download V16.2.0.81 which is the latest right now.

Then send yourself a fresh provisioning email, and provision the app with the new config file (or use QR).

The app will make a test call, ensure you hear the echo of your voice. Ensure that any permissions requested are granted.

Now try again to ring your ext. while the phone is locked and see if you can answer.

 

[Tele Connect]

HI John,


I performed the following steps:

• deleted the all the 3CX apps.
• Disabled Wi-Fi connection. do on 4G.
• Installed the 3cx app ( 16.2.0.81) granted every permission.
• Provisioned the app thru a new config file.
• Echo service test successful performed, ( still on 4G)
• The app works perfectly. can perform calls, and can be called while on the 4 G connection. ( Ready for calls and the green square)
• Enable the Wi-Fi connection
• Still the apps works perfectly. All functions operational. ( Ready for calls and the green square)
• Disable Wifi, transfer to 4 G.
• Now app Ready for Calls, but square isn’t green, but gray,
• Can not make calls. Can select a number an press green button, call timer isn’t running.
• Can not answer calls, Phone rings but sliding the green phone button has no result. Dinying the call with red button, closes the app but phone keeps ringing. Ringing stops when caller hangs up phone.

- when enabling Wifi connection again, app works perfect.

I can repeat this, first time the app works on 4G, once connected to wifi the 4g connection doesnt works anymore

Chris

 

[JohnS_3CX]

I haven't seen this happen so far, seems like an edge case.
Tempted to say that your firewall is blocking the HTTPS port access for this specific instance after allowing it once

 

[Tele Connect]

Hi John,

Question, If the firewall is the cause of this, why hasn't got my college the same problems? And when I install the leacy app on my phone, the problem doesn't appear?

Chris

 

[JohnS_3CX]

The legacy app works in a different manner (the way it establishes the SIP session lets say) so it cannot be directly compared.

You colleague is using a different device, we don't know exactly what is happening in your specific one. We know at least it's not model related since we tested this model with this software version and it works fine. That's why I said its an extreme case (works over 4G, over Wifi, then stops) and I'm suspecting the firewall.

You could look into that avenue, by replicating everything exactly as above, and monitor the traffic. I would expect to see the following:

• Phone accessing PBX from public 4G IP
• Phone accessing PBX from local IP (when you turn on WiFi)
• Phone accessing PBX from public 4G IP again (when you turn off WiFi)

-> This is the point that fails
-> The phone gets the PUSH message to ring (comes from google)
-> The phone cannot (possibly) re-establish a link to the PBX on port 5001 again hence grey square
-> The phone has (possibly) also lost access to 5090 if the call cannot be established

At this point you should run the test I describe and if you cannot get anywhere with the captures contact Support so they can do a more detailed analysis of the issue.

 

[Tele Connect]

Hi John,

Thank you for your detail explanation. I will look in to this, but it will take me some time...

I'll get back to you.

Chris