Push server loses registration

Andreas shared this problem 1 week ago
In Discussion

Since some days the push server for Bria mobile (iOS) loses its registration after some hours without activation of the app. Incoming calls do not come through then.

Any ideas?

Comments (8)

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I just started using Bria with my SIP server, so I don't know if anything change. But what I observe is that (with Push enabled) if I exit the Bria app on iPhone 7, I immediately see the push server register on my SIP server -- perfect. And I can let it sit unattended for hours and the push server stays registered and if a call comes in, my phone wakes up and rings -- perfect! Only problem is that after some elapsed time the push server is no longer registered to my SIP server and so I would not have push working anymore ... until I bring the app to the front on my phone and then put it in the background again.

I suppose you would want to have some sort of timeout that if someone doesn't use Bria for a while the push server gives up. But I think that period of time should be at least 24 hours.

I'm really pleased with Bria so far, so let me know if I can help. I feel (especially since g.729 is now free) the monthly or yearly fee to use the app should help you continue to develop it for new iOS versions and to fund the overhead of running your push server. Thanks.

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Hello Casey,

Thanks for the appreciation and helping us out. I would recommend you to create a new ticket for your issue so we can handle both separately. Both the issues form your and the original user looks similar but we still need to handle them separately since I would require further details and logs from your end and it would help to get a resolution faster. I hope you understand.

Cheers,

Harpreet Singh

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Hello... I'm going to monitor the situation more and if the problem persists I'll post my own topic. Right now I am suspecting the reason for my seeing the push server ceasing to be registered is I was rebooting my pbx box multiple times while working on some other software install...

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Hello Casey,

I just had a meeting with my team where we go the info that it is something that we are trying to improve on our end. Currently, after a few hours when registration times out, Bria is not sending a re-registration request and that is what is likely creating the issue. We are working on it and a fix would be available soon.

- Harpreet

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Hi Harpreet:

Since I haven't started my own thread yet, I wanted to post another update here. If you changed something yesterday, I noticed a change. This is actually the opposite problem: If I turn OFF my iPhone, or put it in airplane mode, I would like my PBX to think the extension (which technically is your push server) is OFFLINE so any rules regarding call handling would be observed.

Does Apple have any mechanism to tell you the phone (not just your app) is offline?

I guess it could be tricky or impossible for the registration status (especially background registration status) to always be what one would want without the user having to do anything. I guess if I had to choose I would choose it to stay registered all the time, compared to requiring the user to open/close the app from time to time to start background registration.

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.... and another follow up. This morning, after my iPhone had been off (in Airplane mode actually) overnight, I checked my PBX and push was not registered (that's good -- but makes me wonder if I was mistaken about the previous day's report above).

When I turn on the phone I see a message that Bria was unable to register due no internet connection. Bria did not re-register until I brought it to the front. Then it registered immediately. Then putting it in background the push server promptly took over. I'll monitor it over the course of the day and see if there is a loss of registration of the push server. Thanks.

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Hello Andreas,

I'd like you to please send me a log report to further diagnose this issue. Please let me know the sequence of events like when you exit Bria to activate push and when did you saw the register error. 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 Singh

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Hello Harpreet,

I sent a report under ref# 47F1321D. When I noticed that I was not reachable, I saw in my sip account that the push server was not registered. Then I launched Bria and the push server immediately registered. After that I sent the report.

Best regards

Andreas

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