Solved [V18]Android phone not ringing

[GBC]

Hi,

I have an issue with one of my customer : his Android phone is not ringing when called internally or externally, inside or outside the office. Other users of the same installation are working well. I tested the extension on my Redmi Note 9 Pro own phone without experiencing any issue myself.

Here is for the technical part :
PBX version : 18.0.1880 (on premise Raspberry Pi)
Android app : 16.7.8.121
Dynamic IP
Phone : Blackview BV6800 Pro
Android version : 8.0

Here are the actions already taken :
- Deleted the app
- Reinstalled it from the Playstore
- Re-provision it with a newly generated welcome email
- Check battery optimization was disabled for the app
- As seen in another thread : installed ntp service and disabled ipv6 + rebooted the server
- Checked extension configuration (push notifications enabled)
- Rebooted the phone
- Created a new user and tested it on the phone (same issue)
- Check app authorizations (everything's allowed)

This issue is quite problematic as my customer only uses the 3CX app and is therefore unreachable although connected to the system with status "Available".

Anyone could be nice enough to help me on this ?

Thank you very much !

 

[VasilisV_3CX]

Hi @GBC,

When the call happens, can you see it on the switchboard (panel)? If yes, does the phone a missed call go straight to Recents after the caller hangs up?

Does the Blackview BV6800 Pro come with google services pre-installed from the manufacturer? If yes,

Have you tried disabling the Car / Bluetooth API in the 3CX Settings?

 

[CloudAware]

We have disabled energysaving settings for the 3CX app in Android and it looks like that phone is now working properly. I hope this helps you in fixing this issue.

 

[GBC]

Hi everyone,

Thank you for your answers.

@VasilisV_3CX : your description is correct. I can see the call in switchboard, and the missed call appears in Recents when the caller hangs up. The user also receives an e-mail notification.

By Google Services, do you mean Google Play or something else that needs to be downloaded/installed manually ?

I'm gonna ask my customer to test disabling the car/bluetooth API and I'll let you know the result.

@CloudAware : yes, energy saving is already disabled for the 3CX app without success

 

[GBC]

Hi everyone.

I found out what was causing the issue on my customer's Blackview phone : it has a functionality called "DuraSpeed" which was messing with push notifications.

Once disabled, everything's working fine !

The thread can be marked as solved.

Thanks for your help

 

[VasilisV_3CX]

Great to hear you've resolved this @GBC! If you require any further assistance or information, feel free to post a new thread. Also, thanks for updating with the solution!