3CX mobile app Troubleshooting
Required Permissions
These access permissions are required for the 3CX app to function correctly.
| Android | iPhone |
|---|---|
| Phone | Microphone |
| Microphone | Notifications |
| Storage (files) | Camera (for QR code) |
| Notifications | |
| Camera (for QR code) |
Phone Features that can disrupt the 3CX app
Some features of your mobile can impede the 3CX app's ability to deliver calls, particularly in the background or when the phone's screen is off.
To access your phone's quick settings:
Android: Swipe down from the screen twice to show the quick settings options.
iPhone: Swipe up from the bottom of the screen, or down from the top right.
If you can't find the options in your quick settings tiles:
Android: Tap the gear icon to enter settings, then use the magnifying glass to search your desired feature.
iPhone: Tap the settings option on your home screen, then navigate to the locations listed below.
Ensure the following settings are disabled:
| iPhone | Android |
|---|---|
or Settings > Do Not Disturb | or Search 'do not disturb' |
| iPhone | Android |
|---|---|
Or Settings > Battery > Low Power Mode | Or search 'battery saver' |
| iPhone | Android |
|---|---|
Settings > Mobile Data > Mobile Data Options > Low Data Mode and Settings > WiFi > (tap your WiFi network) > Low Data Mode |
Or search 'data saver' |
Additional Settings for iPhones on iOS 15
Apple's iOS 15 update enables a VPN service, iCloud Private Relay, which can prevent the 3CX app from handling calls correctly.
To switch off iCloud Private Relay:
Open Settings
Tap your name at the top and choose iCloud
Tap Private Relay
Tap the toggle to turn iCloud Private Relay off
Additional Settings for Samsung Devices
Samsung phones include additional specific features which can prevent the 3CX app working or may cause a working app to suddenly stop.
The following settings are access by swiping down from the top of the screen and selecting the cog, then choosing Apps and 3CX
Choose Mobile Data and check that both Allow background data usage and Allow data usage while Data saver is on are enabled
Choose Battery then Optimise Battery Usage. At the top of the list, select All, locate Cloud Softphone and ensure it's disabled
Choose Permissions then locate Remove permissions if app isn't used and set to disabled.
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