Sangoma Talk Mobile Doesn't Send Register

Commercial Modules Sangoma Talk / Software Phone
1

I recently started getting reports of users getting a ‘trying’ and then eventual ‘error’ message when making an outbound call soon after opening the app. If they hit the retry button, it would normally work. After I did some testing I found that I was able to reproduce this on my device on a totally different FreePBX instance. Both the app and Sangoma Connect are fully up-to-date.

Normally, when opening the app, it sends a sip register to replace the contact in use for the Acrobits SIPIS push notification server. However, about half the time, the app will not send this register for a long time (up to 30 seconds or more). If you click on the somewhat misleading ‘Available’ button in the top left it will say the status is ‘registering’, but the PBX receives no registration attempts. If you make a call during this waiting period, it still doesn’t not trigger any invite or register to be sent to the server. I even ran a sip log in the Sangoma app and, although it was extremely bloated with non-sip debugging info, I don’t believe it’s even attempting to send the register request during this waiting period.

I know that Sangoma Talk is built on the Acrobits software, but I also tested Groundwire on the same device and was not able to reproduce this problem. Without fail it would immediately switch back and forth between the push notification server and the device depending on if the Groundwire app was in the foreground.

I was able to determine that the problem seems to not occur when using UDP as the transport. This is a pretty good workaround. But is still not optimal considering that I’m pretty sure TCP is the default transport for Sangoma Talk and changing this requires reprovisioning the app by resetting the app and sending another invitation link.

This is just a hunch, but the fact that TCP seems to fail makes me think it’s some sort of timeout being waited upon until it sends the registration again, whereas UDP wouldn’t have this same timeout. Is anyone able to reproduce this, or are there any suggestions on what my next step should be? I’m planning on taking this to Sangoma’s support, since it’s a commercial product, but I figured I’d see if the community had any suggestions first.

2

There’s been work on improving connectivity issues recently. Please open a commercial support ticket and DM me the number if you are continuing to experience issues.

3

We have been having these issues since last fall. I have an ongoing ticket with Sangoma tech support. They don’t seem to understand the issue no matter how well I describe it or the amount of logs I send them. They simply request new logs on a daily basis and it goes nowhere. The register status is highly unstable!

On the mobile phone, I can see the app going through a register process going through the following states : Registering, Signing off, Error, Registered and then Available - Push. This process takes 30 and sometimes 45 seconds. We can see this in the logs as well. It dumps the account and REGISTERS again. There is no need to REGISTER so often and the very same extension can be connected on another device (desk phone) and not send the REGISTER so often. The Sangoma Talk app seems to trigger this. This causes outbound calls to fail and also incoming calls. The incoming calls do seem to be triggered correctly by the acrobits push servers according to the logs but the extension tries to REGISTER every time so by the time it does this, the incoming call is sent to voicemail (30 secs).

This occurs on WiFi or LTE and in UDP or TCP. Using UDP will reduce this frustration slightly as UDP protocol allows it to REGISTER much quicker but the issue is still the same.