Android: Not Receiving Your Calls?

On smartphones, notifications for new messages and calls are delivered via PUSH notifications. These notifications wake up the phone, allowing it to receive the call or message.

Like many apps, the 3CX Android app relies on this PUSH notification system.

Currently, these PUSH notifications are generally sent by Google. However, some manufacturers such as Huawei and Samsung are beginning to use their own PUSH notification infrastructure. For now, 3CX only supports Google’s. This behavior is predefined and cannot be changed.

So, if you are receiving calls but they don’t ring when your phone is in sleep mode, it means PUSH notifications are not being received.

Here are some checks to perform to resolve this issue:

• Check 3CX app network connection: Ensure the app is connected to an active network.

• Enable mobile data for 3CX: If you’ve restricted mobile data access for certain apps, verify that 3CX is allowed to use mobile data, especially outside of Wi-Fi.

TABLE OF CONTENTS

• Are you using the latest version of Android and 3CX?
• Disable Battery Optimization
• Enable Background Data for the 3CX App
• If All Else Fails – Enable “Keep Active”

Are you using the latest version of Android and 3CX?

For best results, you’ll need a quality phone with a recent version of Android:

• Android 10+: Make sure you have Android 10 or higher. Ideally, at least Android 11.

• Recent quality phone: Ensure you’re using a quality device from Google, Samsung, Oppo, Motorola, or OnePlus. No-name Chinese phones may cause issues. It’s not just about the hardware, but also the installed Android version and the agreements (or lack thereof) with Google regarding Play Store and Push.

• App version: Check the Play Store to ensure you have the latest version of the 3CX app.

⚠️ Please note: We only support the latest phone and Android versions. Installing the app on Android 8 or 9 is possible, but it is not supported or troubleshootable.

Disable Battery Optimization

(Required for Android 14 and 15)

Some Android versions have battery optimization settings enabled that terminate background apps, including 3CX.

You must disable this function:

1. Open 3CX

2. Tap the hamburger menu (top left)

3. Go to Settings > Advanced

4. Enable Disable battery usage optimization

   • You may be redirected to your phone’s system settings.

5. Select Don’t optimize / No restrictions, or follow your phone’s instructions (names differ depending on Android version and manufacturer).

Enable Background Data for the 3CX App

Background data must be enabled to send notifications even when the app is not in use.

To enable:

1. Open 3CX

2. Tap the hamburger menu (top left)

3. Go to Settings > Advanced

4. Enable Allow background data

   • You may be redirected to system settings.
     

5. Activate Allow background data usage and Allow data usage when Data Saver is on.

If All Else Fails – Enable “Keep Active”

If, for any reason, you cannot get Push working (for example, you cannot change your phone), you can temporarily enable the Keep Active feature.
This maintains a permanent open connection to your 3CX server.

⚠️ Battery consumption will increase significantly.