Voicemails Issue on Android and IOS, Strange...

[BrenttG]

So all of the sudden on our v16 in-house 3CX Server, the mobile apps are performing oddly with the handling of voicemail.

Example:
Extension 206 on an iPhone 10 shows 6 voicemails, however attempting to listen to them yields "file not found", Attempting to delete them, does nothing, and they do not disappear...

Restarting services caused the list on the App to update, however the issue remains, when i try to delete another voicemail, it remains on the app.

Interesting detail, if i watch the voicemails folder via SSH, when i attempt to delete a voicemail on the App, the file(WAV and XML) is deleted from the server, however the app still shows it in existence, even after closing the app, re-opening, and even uninstalling and reinstalling on a separate device.... Its as if the system that manages the indexing of voicemails to the Apps, is glitching out and not removing them from the index except when a new VM is created, or the services restart...

We have reproduced this on both an iPhone 10, and a Android 8.0 device, the issue is the same, which tells me it is server side.

 

[BrenttG]

UPDATE: It seems to be extension specific as well, both phones work properly when provisioned to other extensions, its only extension 206 that is suffering the issue, im beginning to wonder if there is corruption, or bad parsing occuring in the XML files of the voicemails either due to corruption, or else perhaps something in one of the caller ids isnt getting sterilized properly and is confusing 3CXs parser/voicemail indexer....

Im going to remove all the voicemails and XML files from the extension 206 folder and see if it suddenly works properly thereafter. If it does, then there must be some kind of parser or sterilization issue.

 

[BrenttG]

OK so once again, i deleted all the voicemails from extension 206, and the apps on IOS and Android both still show there are numerous in there, even though i verified in the instance1/Data/Ivr/Voicemail/206 folder is completely empty in SSH, zip, nada.

 

[BrenttG]

Going to restart the IVR service and see if that kicks it in the pants.

IVR service did not affect the issue, however as a second try i restarted just the Management Console service and bang, now the voicemail list updated again, to show none.

Im going to leave a few voicemails on the extension and see if the problem occurs again.

 

[BrenttG]

Why this happenned, is uncertain, however here is how to fix it....

Step 1: Open the voicemail folder for the affected extension in SSH/SFTP or some other method, the default location is /var/lib/3cxpbx/Instance1/Data/Ivr/Voicemail/Extensions/000 Where 000 is the extension number.

Step 2: If you want to keep the voicemails for someone to go through, copy all the files to a USB or somewhere else than the 3CX server.

Step 3: Delete the entire contents of the folder including the XML and WAV files.

Step 4: Restart the Management Console Service.