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

[kathanasias]

Hello,

Everything works fine (chat, presence information etc) except calls when the phone is outside the company network. When I am trying to call someone, the call ends (not recorded to calls list) and a popup message says "Request failed". When I receive a call and trying to answer, it stops ringing but the call in not answered.

It happens to every android phone / all users (Samsung A8, Samsung S9, Xiaomi Note 7 pro etc). Nothing changed (firewall, server, provider all the same).

On premise Linux installation. Previous app worked absolutely fine. New version is well designed (except the absence of groups on contacts!!!) but it does not work!

Thanks...

 

[JohnS_3CX]

Hi,

While outside of your corporate network, the app needs to reach the PBX externally.

This requires the appropriate ports to be opened as described here https://www.3cx.com/docs/ports/

I imagine these were opened from before so you should be fine, but just to confirm, please ensure you have the latest android app (v16.1.0.41) and delete your account from it, send a new welcome email and reprovision it to ensure everything is updated. Make sure the reprovisioning is done while outside your network (ie. using 4G with WiFi off) to see if it can reach the PBX for sure.

 

[kathanasias]

Thank you for your reply but I already reprovisioned the phone with new config file via 4G.

App version 16.1.0.41.

Everything work fine (chat, presence information) except calls where push works on incoming but cannot answer or call somebody.

 

[JohnS_3CX]

Can you please run your firewall checker again and see what the results are?

 

[kathanasias]

The only issue is on 5060 port about full cone NAT which was not an actual issue in previous version as it used the tunnel...

 

[JohnS_3CX]

Ok if we put aside 5060 just for the moment, are you able to call extension to extension?

 

[kathanasias]

No, that's why I started the thread... I can chat, change my status etc but no calls via tunnel.

 

[Vali_3CX]

Since you mentioned the tunnel, you may check in the Management Console if your extension's Options does allow tunnel out-of-office.

 

[kathanasias]

Guys, please read what I am writing! The previous version worked absolutely fine (the tunnel options are as before the update). The new version works fine except calls only. It shows a popup window "Request failed".

 

[NickD_3CX]

We are reading what you are writing, but you have to understand that "the previous version worked absolutely fine" comment does not do much to help us, help you, fine the reason this is happening to you.

What Vali said is a valid point. could you please check it so that this can be crossed off the list?

 

[JohnS_3CX]

It's always important to see what interface you have set in the 3CX app and whether the PBX can reach it. If it cannot, the call will fail with the error "Request Failed"

 

[kathanasias]

Thanks JohnS,

Your solution (use IP address instead of local FQDN) seems to work BUT the problem remains with the app. It seems that it does not use the server's DNSs but the carriers' when using tunnel. And I think it's a bug the older version didn't has.

As you can see below, the server can successfully resolve the local FQDN.

phonesystem@voip01$ nslookup voip01.xxx.local
Server: 192.168.xxx.3
Address: 192.168.xxx.3#53

Name: voip01.xxx.local
Address: 192.168.xxx.10

 

[Tele Connect]

Hi JohnS and Kathanasias,


I seem to have almost the same problem. With the old version app everything worked fine, but the new apps only works if connected thru Wifi. Thru LTE there is no connection. Keeps connecting. Once Wifi is back on it immediately connects. Downloaded the legacy app (15.5), after provision it works thru Wifi and LTE with same settings. Using a One plus6T and 3CX v16.0.3.676



Regards Chris

 

[JohnS_3CX]

Hi Chris,

The legacy app is not really designed for V16 update 3.

I would recommend the following though:

1) Ensure your tunnel port (normally 5090 if you havent changed it) is still open and reachable otherwise the app cannot connect from external networks.

2) Ensure your HTTPS port (usually 5001) is also open

3) Send a new welcome email to the extension, and open it to provision via QR code. This should be done on the latest V16 android app. The extension options should not have restrictions for connection via tunnel or externally of course.

 

[JohnS_3CX]

Also ensure before anything, that the interface selected under the extension provisioning, is the local IP of your server.

 

[Tele Connect]

Hi John,

1. Port 5090 is open. Checked.
2. Port 5001 is open. Checked.
3. Provisoned thru new E-mail, Checked the local network interface
4. Deleted old app, installed the new app, provisioned thru LTE connection.

Tada.....It works.!!!

Done that three times before but didn't work.

Thanks for your assistance..

Chris

 

[Tele Connect]

Hi John S

And the problem is back. It worked only once .
After connecting with Wifi and back to LTE the problem is back.
The app only connects thru Wifi connection, at the office, at home, at any site with Wifi. Not thru LTE.
In the upper right corner is says Ready for calls, but the bos isnt green. Als no status
My college als has an android, same provider works flawlessly.
An the strange thing is that the old app works whiyout changing any settings.

Chris

 

[JohnS_3CX]

Hi Chris,

Glad to hear it worked the first time around, at least this means the provisioning was ok. We have not faced issues with the 6T, so far it seems to be a pretty solid phone.

If it stopped working now (especially presence) I would suspect something regarding the HTTPS port (5001) which delivers the presence information. The ready to take calls indicates that 5090 still works at least, can you confirm that by making a test call?

Let me know and I have a couple of other ideas we can look at.

 

[Tele Connect]

Hi John,

Yesterday it worked once, now I cant get it working again. I even tried using the account from my college, but no luck.
When using the legacy app and the same config it works without any problems. Therefor can I conclude that the Port settings and configuration is OK?

 

[JohnS_3CX]

- Ensure you are not running any special software on the phone like VPN which may add an unknown variable to the mix.

- Is your colleague connecting to LTE via a different mobile carrier than you? I'm wondering if the carrier is a variable we can check and eliminate.