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Troubleshoot calls to app


Lyndon
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Hi Vodia!

Looking for help troubleshooting and understanding how calls to the android app work when the phone is locked/app is closed etc. as I've not been able to find much on this topic in the forums, other than it's supposed to just work?

So the brief is that sometimes calls only go through to the mobile app when the mobile app is open on the phone, despite having the APP registration under the extension with no expiry. 

Running Vodia v68.0.1, App v4.0.16, Android v11.

The device shows as Mozilla/5.0 (Linux; Android 11; SM-F916B Build/RP1A.200720.012; wv) AppleWebKit/537.36 (KHTML, like Gecko) Version/4.0 Chrome/95.0.4638.50 Mobile Safari/537.36 under the extensions registration. 

Is this an issue with the PBX and where/how is sends the PUSH notifications, or is it a problem with the phone/app permissions/something else...?

How best to troubleshoot? Thanks.

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6 minutes ago, Support said:

Please switch to 68.0.3 and try this again. Also make sure that the notification permissions are set.

OK, just upgrading now. By notification permissions I presume you mean App settings/permissions on the mobile, if so they are all enabled:

  • show notifications
  • vodia priority service
  • vodia notify 
  • miscellaneous
  • app icon badges 

Will update post after the pbx update

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2nd test call following update didn't ring the mobile app while phone was locked, just checked registrations and the non expiring APP registration isn't listed?

 

Correction: non expiring APP registration was listed under the registration tab of the extension (see updates below)

Edited by Lyndon
Correction
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Just deleted the no expiry APP registration under the extension, then opened the app on the mobile, after which 2 registrations were displayed under the Registration tab under the extension (one with no expiry), and under Status > Registration, 1 registration appeared for the registration. After a short period, only the non expiry APP registration under the extension is displayed, so I guess the Status > Registration doesn't/didn't show the non expiry registration, before, and only the one that does expire. Seems like when the registration under Status > Registration expires, the mobile app doesn't ring.

 

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1 minute ago, Vodia PBX said:

The PBX shows under registrations not only the active registrations, but also the wake up registrations—those don't have an expiry. If your app is active, it typically shows one active (with an expiry) and another one for the wakeup.

Under Status > Registrations, no registrations for the extension are displayed (none at all).

Under Accounts > Extensions > Ext > Registration, the wakup registration is displayed, but the app doesn't wake up when called.

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Hi Vodia

I'm back in the office now to continue but guess I'll have to wait. We're due to onboard a new client who will use the Vodia mobile app exclusively to begin with, so it's really important that we have confidence in the app, otherwise we can't onboard them. 

The mobile app is the main reason we can't migrate existing clients from other PBX's as we feel it's not stable enough, so if we could at least gain some confidence in the wakeup/PUSH functionality, that would go a long way.

Thanks.

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16 hours ago, Vodia PBX said:

The PBX shows under registrations not only the active registrations, but also the wake up registrations—those don't have an expiry. If your app is active, it typically shows one active (with an expiry) and another one for the wakeup.

Hi Vodia

I'm back in the office now to continue but guess I'll have to wait. We're due to onboard a new client who will use the Vodia mobile app exclusively to begin with, so it's really important that we have confidence in the app, otherwise we can't onboard them. 

The mobile app is the main reason we can't migrate existing clients from other PBX's as we feel it's not stable enough, so if we could at least gain some confidence in the wakeup/PUSH functionality, that would go a long way.

Thanks.

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Following our call earlier I've since tested with an iPhone which works fine. Logs show push notification being sent to https:push-na.vodia.net:443, same as with android, but the iPhone actually rings. So not sure whether this is iPhone vs Android related? Will try to test with a different android phone asap but now getting error when trying to generate QR code (created a new forum topic).

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If iOS works, we can pretty much exclude problems with certificates and the general setup. Android land has a few more obstacles before it starts ringing 😐. It seems generally to take longer, though the latest Vodia Android app (please make sure you have the latest) seems to have sped that up a little. The other thing is that Android 12 came with some new features that further complicate things, and because its relatively new we hope that it did not further complicate things.

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15 hours ago, Vodia PBX said:

If iOS works, we can pretty much exclude problems with certificates and the general setup. Android land has a few more obstacles before it starts ringing 😐. It seems generally to take longer, though the latest Vodia Android app (please make sure you have the latest) seems to have sped that up a little. The other thing is that Android 12 came with some new features that further complicate things, and because its relatively new we hope that it did not further complicate things.

Sach confirmed I was running the latest Android app (4.0.16), also mentioned in OP.

After getting QR codes working, tested on another android device and PUSH worked fine.

Working wakeup registration details:

image.png.b5831c1affeb2c0a746adb068543b8f5.png

Non working wakeup registration details:

image.png.3e1fbe0d9d5d24f94b9e8df8cfdd1583.png

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1 hour ago, Vodia PBX said:

It looks the same to me. The tiny change in Chrome would make such a difference?! 

I'm not saying the difference in Chrome is the problem. One phone works (SM-G781B), another (SM0F916B) does not. I'm just providing you with the additional information incase it proves useful. What are the next steps in debugging the problem?

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Well one step is to check the web client in the PBX if it does talk to the push server. You can see that easily on log level 8 or 9 in the system log. If it does not send it out we have to look inside the PBX. Otherwise we have to figure out why it does not trigger the app to wake up, which might a little bit more tricky. There were some recent finding on the inner working in Android when to wake the app up from more or less deep sleep, hopefully this is not a problem again! 

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  • 3 weeks later...

I've just gotten around to gathering the requested data (log and PCAP's) so have sent in via a ticket. I suspect the issue is going to be the tricky one, as I believe the PBX is sending the PUSH as per logs entries seen when we had the remote session. 

If there is anything else I can do from my side (on my mobile) in trying to track down the issue please let me know, as this effectively renders the app on my mobile useless for incoming calls.

 

On 11/10/2021 at 10:53 PM, Vodia PBX said:

Well one step is to check the web client in the PBX if it does talk to the push server. You can see that easily on log level 8 or 9 in the system log. If it does not send it out we have to look inside the PBX. Otherwise we have to figure out why it does not trigger the app to wake up, which might a little bit more tricky. There were some recent finding on the inner working in Android when to wake the app up from more or less deep sleep, hopefully this is not a problem again! 

 

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