bria 3.9.2 ios 10.3.1 no incomming call while device is in lockscreen

CHUL shared this problem 3 weeks ago
In Discussion

hello I have a problem with Bria 3.9.2.

no incomming call when iphone lockscreen.

outgoing calls work perfectly, but incomming calls don't work.

if screen is on, incomming calls work fine.

It happens when screen turn off

i have asterisk server, sip show peer command says:

Name/username Host Dyn Forcerport Comedia ACL Port Status Description

6100/6100 125.189.48.207 D Yes Yes 58969 UNREACHABLE

I ON/OFF native integration, problem persists

before ios 10.3, background incomming call works fine even if device is in lockscreen, I guess.

please make fix and release upgrade version.

thank you. I'm sorry about my bad English.

Comments (35)

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Hello Chul,

1. Can you please try to uninstall and reinstall Bria and see if the issue goes away or not?

2. When you try an incoming call and Bria doesn't ring, did you try to press the home button to see if Bria starts ringing?

Along with answers, I'd like you to please send me a log report to further diagnose this issue. Please let me know the time when you tried making a call to Bria and it didn't ring so I would know where to look in the log. Please follow the steps below:

Go to Bria's Settings > Advanced Settings. Scroll down to Application Logging. Verbose Logging should be turned ON.

Close Bria fully by tapping the home button to exit the app, then double-tapping the home button to display the multitasking menu. Swipe Bria away to close it.

Now, Launch Bria again. This restarts the log, which results in a cleaner and more readable log.

Reproduce any problems you may be encountering and then press Send Log. You will be prompted with a confirmation dialog - tap Yes. Once the log file has been uploaded, you will see a Sending Log Success notification that has a Reference #.

Report this Reference Number to the Support Team Member who was assisting you.

If sending the log file fails, check your wifi and/or cellular data connectivity.

Cheers,

Harpreet

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1. I already did that, and problem not solved

2. no. It seems like no wifi /LTE connection. possible iOS issue?

Immediate after I lock the screen, back ground call working. after 30sec, it works. but after 1min, not working.

make a call on bria iphone A (number is 6101) to bria iphone B (6100), 6101 says: busy here (486).

10:46 restart Bria (swipe away in multitasking screen)

10:46 (screen ison and bria foreground) make a test call 6101 to 6100, 6100 answer the phone -> OK

10:47 (screen is on and bria background(home button pressed)) make a test call 6101 to 6100, 6100 answer the phone -> OK

10:47 turn off screen

10:49 (screen is off) make a test call 6101 to 6100, 6101 says busy here (486)

10:51 log sent successfully. ref: 2170CE1D

6100: iphone 6s, ios 10.3.1, bria 3.9.2

6101: iphone 6s, ios 10.3 bria 3.9.2

and, same problem with the opposite call direction (6100 -> 6101)

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that's it?? no futher instructions for solving problem??

who is my support team member and how to give the reference number to them??

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Hi,

I'm helping Harpreet while he is out of the office. I looked over your logs and I see that all of the incoming call invites are being sent in .1 second increments - slightly too fast for Bria to respond while the device is in a power saving state. Bria responds quickly enough to the second invite, but then the call is cancelled remotely. I think this has something to do with power management in 10.3, but in the meantime, would you be able to modify the re-invite settings in your server to see if that improves the situation?

Regards,

Kevin

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I use asterisk server version 11.21.0 with command line interface.

I'm not expert, please tell me what file should be modified.

thank you.

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I modified /etc/asterisk/user.conf

original: canreinvite=no

modifiy: canreinvite=yes

and reload asterisk for applying changes, but problem same.

Is there another variables to change?

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I have found something.

I have iPad4 running iOS10.3.1, install bria 3.9.2 iphone app, background incoming call works perfectly fine.

Same asterisk server, same options with user extension 6100 and canreinvite option set to "no".

This lock screen issue is not coming from my asterisk server, coming from your bria app.

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Thanks for the information. Could you send one more log since making the server changes? It would be perfect if you could restart Bria, immediately background it, then send a test call to Bria. Once you get the error, send me the new log and reference number. I'm preparing to send a report to our engineering department regarding this issue.

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Adjust canreinvite option to yes, and reload asterisk, making test call (while screen on) and answered.

after that, turn off screen, wait 1min, making test call again -> error occured.

and log sent successfully. ref#:CABDF81C

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Thanks for the log. I've forwarded this issue to our engineering department for further analysis. I'll let you know when I hear back from them. Thank you for your assistance in the meantime.

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Good news! We have a beta version of the Bria app that is designed to address the issue you're having. If you'd like to try it, please provide your Apple ID email address and we'll get you started.

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I'm having the exact same problem. I've never posted logs or anything so a quick what-to-do would be nice.

Thanks!

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Hi Tomaž,

This issue is still being investigated by our engineering department. If you'd like to assist them by submitting a log it would be appreciated! Harpreet's first response on this thread outlines the process. This thread will also be updated as more information from engineering becomes available.

Regards,

Kevin

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I'm having the same problem with using the mobile internet

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Do you have a solution? When app update arrives

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Hi Silvio,

I have not yet received further information from our engineering department. Your issue, however, may be related to network traversal, so I encourage you to open a new ticket for further troubleshooting.

Regards,

Kevin

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Hi, I have the same issue after I updated to IOS 10.3.1 on my Iphone 6 plus (WIFI or Mobile data have the same issue for me,). I am using Bria latest version with voip.ms as my voip provider. When this issue happen, the status in the voip.ms portal is showing "No registration found".

No issue when I was on IOS 10.2.1.

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Hi Raymond,

We have a beta version of the Bria app that is designed to address the issue you're having. If you'd like to try it, please provide your Apple ID email address and we'll get you started.

Regards,

Kevin

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All 10 of our iPhones are having the same issue after upgrading to 10.3.1. Nothing else has changed. We have a script on our server that pings each iPhone in a loop to keep the Wi-Fi antenna on. After upgrading from 10.2.1. to 10.3.1 we started experiencing this issue on all devices.

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I've been testing our devices some more. I've observed the following:

  • if the device is plugged in and charging then Bria will work
  • if the device's screen remains on (such as setting the iPhone's "auto-lock" timer to "never") then Bria will work
  • if the device is not plugged in and the screen is turned off then Bria will work for about the first 4 and a half minutes. After about 5 minutes of the device being idle with the screen off Bria will no longer work

Our iPhones use Bria/SIP to connect to our PBX phone system. Each iPhone has it's own extension. So when I say Bria does or doesn't work I'm referring to if the iPhone/Bria app rings when I try calling it.

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Here's another update. I opened a ticket with tech support. They told me this issue has been fixed in their beta version. I'm going to be enrolled in their beta program so I can take advantage of their lastest beta build.

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Oh yes please. My apple id is briski@cirman.si

On 19 Apr 2017, at 17:45, CounterPath Technical Support wrote:

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Thanks, Tomaž. You've been enrolled. The beta client is accessible via the TestFlight app. An email with further instructions was also sent to briski@cirman.si. Let me know if you have any issues with this process and of course we appreciate any feedback regarding the beta and whether or not it addresses your issue.

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I just had the same thing happen in beta.

When I tried calling my extension the pbx made a sound that the extension is offline I think. 

Then I brought bria from the background and it worked right away. 

Although I think it re-registered. 

The log nr. is 2CC12305

On 19 Apr 2017, at 18:50, CounterPath Technical Support wrote:

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Thanks for the early feedback, Tomaž. I apologize for not mentioning this earlier, but there should be a "Background Support" setting found in Settings > Preferences. Can you please make sure this is set to "Enhanced" and continue troubleshooting?

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Thank you! While I’m still doing some more testing this appears to have

fixed the issue (after I switched to enhanced background support). I’m using

the beta version on one of our 10 iPhones. Do you have any idea when this bug

fix will be available for all phones? If the fix will be released to the public

soon then I’ll just wait.

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I have it set to enhanced. :) 

That ok?

On 20 Apr 2017, at 15:45, CounterPath Technical Support wrote:

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That's quite OK, Tomaž - let me know how it goes

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So far the beta version works fine.

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When will you be pushing out the update to the public? I have other iPhones that needs to be fixed. I can set up the beta version on all of them but if the fix will be released to the public soon then I'll wait for it.

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Having same issue on 12 devices. I do not have BETA yet. How to get it? Or is solution about to released?

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I've just installed the public update. Could you please provide more information on what exactly Enhanced mode does and what changed in iOS 10.3 that caused the issue? I'd appreciate as much technical info as possible.

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Hi Vyacheslav,

The excerpt below is from our release notes for Bria 3.9.x (document is available here):

Enhanced Background Support

With the release of iOS 10.3, Apple introduced more aggressive battery life management. This can cause Bria to

become non-responsive or suspended in the background. If you find that you are not receiving calls and IMs with

Bria in the background on iOS 10.3 or higher, change Settings > Preferences > Background Support to Enhanced.

Setting this to Enhanced may consume more battery. (BI-3872)

Let me know if you have further questions about this.

Regards,

Kevin

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Hi,

After upgrading to Bria 3.9.3, I have the same problem when iPhone goes inactive and screen locked after some minutes.

My combination "Bria & Asterisk" has been working without problems during years.

Thanks

iPhone 6 Plus & iPhone 6s Plus

Bria 3.9.3

iOS 10.3.1

PBX = Asterisk 13.8 in the same LAN (without changes in last year)

Bria background support = Enhanced

Bria Siri integration = Activated

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Hello Ramon,

Can you please create a new ticket for your issue? I would require some details and a log from your end so a fresh ticket would be a good start.

- Harpreet

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