IP Office oneX mobile connection issues on mobile data

[grahaminnz]

Ok I have a rather annoying issue that I cant seem to find the answer to with onex mobile

the system build is the latest version 8.1(52) and the issue is that if i start up onex outside of the network on the cellphone mobile data it will not connect BUT if I start it on the company wifi it will work. Also if i start it on the wifi first and then change to mobile data it will also work even when you select re-connect it will still connect back up and continue working. just if you turn the app off and go back to it then again it will not connect and you just get the error message of "Failed to retrieve XMPP account info from "<company fqdn>:8444"

I have followed all the instructions and have my fqdn set up and the ports that are needed are open so i'm hoping someone else has had the same issue and knows a solution.


Thanks

 

[tektekkie]

If it works on the company wifi then the connection is possibly not going over the internet just the local LAN.
Do you have a FQDN resolving to the correct public ip address? Do you have the correct ports forwarded through the firewall and are they forwarding ALL public traffic?
If it works connected to a wifi other than the company's wifi but still not on mobile data then the issue could possibly be down to the mobile provider blocking certain data traffic on their network

 

[grahaminnz]

The fqdn is set up and it does work if as I mentioned i log on first on the lan and then leave it running and move to the mobile network.
I can also use onex on my laptop remotly with the FQDN. (although I will re-try this as I have not done it since going to the latest 8.1 release)

have also checked using this web site

http://www.yougetsignal.com/tools/open-ports/

that the ports are open.

I will give onex mobile a go on a remote WIFI though and see what happens and let you know.

Thanks.

 

[IPOfficeIreland]

The reason is that your smart phone connects to the internet using one of several APNs provided by the carrier, and the APN you use blocks ports. You need to have your phone connect to their ‘hs’ APN. In Android phones this can be done from within the settings on the phone, but for iPhones you need the carrier to send you a configuration file which will change the settings for you.

 

[grahaminnz]

Thank you "ipofficeireland" the apn was the issue, changed it to another apn that was listed and now it works.
What will i have to ask the carrier to change in the apn when i get this issue[tt][/tt] on a iphone?

 

[IPOfficeIreland]

it's a very common problem so they should know what you are talking about when you call them.