[Amazon Fire 7 tablet] Fongo app closing after a few seconds

[robertooo]

Android tablet.
The Fongo application was working until a few days ago. Android or firmware have not been updated.
When booting the tablet the Fongo icon appears in the notifications area with the "Authenticating..." text, then the Fongo icon and "Authenticating..." text disappears after a few seconds. When trying to open the application manually the Fongo mobile logo shows for a few seconds then the application closes itself. It's not possible to access the settings or anything in the application, only the logo is showing for a few seconds then it just closes the application without showing an error message. If the Fongo icon and text shows in the notification area it never goes beyond "Authenticating..." then disappears after a few seconds. I've tried removing all permissions to Fongo then re-enabling them, and also cleared the cache but it didn't change anything. There is no Fongo update available in Google Play.

[Liptonbrisk]

I don't have an Android device currently to test on. A couple of Fongo Mobile accounts are working fine on iPhones I just checked.

Are you getting an account suspension message after logging in at https://account.fongo.com/login/?

https://status.fongo.com/
I do see that "Account Services" has "Degraded Performance". I don't know whether that's affecting you, but I suspect that's unrelated to your issue.

If uninstalling Fongo Mobile and reinstalling does not help, I suggest submitting a ticket: https://support.fongo.com/hc/requests/new
Make sure to tell them what Fongo Mobile app version you're using, the brand and model of the device you're using, and its firmware version.
Android OS 7.0+ (Nougat) is the minimum requirement.

You can check your ticket status by logging in at https://support.fongo.com/hc/requests. That's an account for tickets (zendesk) only and is completely separate from your Fongo Mobile account. If you don't have a zendesk account, click "Sign Up" after visiting the link. Use the same email address that you use to submit tickets, but do not use the same password as the one used for your Fongo Mobile account.

Support staff does not respond to tickets on weekends or holidays. Support hours are 9 a.m. until 4 p.m. EST.

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.

[Liptonbrisk]

I've tried removing all permissions to Fongo then re-enabling them

Okay, that's this: https://streamable.com/rravpg.


You can also try updating Android System WebView and Google Chrome to see if that makes any difference.
Open the Google Play Store app on your tablet. Tap your profile icon (top-right), then Manage apps & device.
Under Updates available, locate Android System WebView:

If listed, tap Update next to it. If not listed, it’s already current.

Next, scroll down (or switch to the Installed tab), find Google Chrome. Tap Update if available.
If no Update button appears, Chrome is up to date.

Once both are updated, restart your tablet to apply changes.



If you prefer direct links, visit them:

Android System WebView:
https://play.google.com/store/apps/deta ... id.webview

Google Chrome:
https://play.google.com/store/apps/deta ... oid.chrome

Tap Update on each page as needed, then reboot.

Again, if that doesn't help, I suggest submitting a ticket: https://support.fongo.com/hc/requests/new
Make sure to tell them what Fongo Mobile app version you're using, the brand and model of the device you're using, and its firmware version.

Lastly, check to ensure you're not getting an account suspension message after logging in at https://account.fongo.com/login/

[robertooo]

Was still not working last night, and i had sent a ticket to Fongo.
I haven't received an answer from them yet, but now this morning it's working, it wasn't working since monday or the week-end (didn't need the phone the week-end)
My account wasn't suspended, maybe my ip was banned on their server and they've unbanned it after my ticket, or a Fongo app update corrected the problem.

[Liptonbrisk]

If you happen to discover what the reason was, please let me know if it's not too much trouble. Thanks.

I'm glad your problem is resolved.

In retrospect, I should have asked you to check for connectivity issues to Fongo when the problem was happening.

Understanding ping, jitter, and VoIP call quality

a. Ping (latency): measures the time it takes for data to travel to the Fongo servers and back. A ping higher than 200 ms can cause delays and audio problems.

b. Jitter: measures the variations in latency between data packets. High jitter can result in choppy or dropped calls, or even prevent the connection from being established.

c. Packet loss: when data packets fail to reach their destination, calls can sound robotic, be interrupted, or fail to connect altogether.

Testing network stability with WinMTR (or mobile ping tools)

To diagnose network issues, run a WinMTR test to the Fongo server in Ontario at 208.85.216.39:

- Download WinMTR for Windows.
https://sourceforge.net/projects/winmtr/

- Enter 208.85.216.39 and start the test with more than 200 pings.
- Check the last hop for ping times and packet loss.
- Low and stable ping = good.
- High jitter = bad (example: pings ranging from 40 ms to 700 ms).

What you don’t want to see is: 40, 45, 50, 35, 500, 40, 30, 45, 700. That’s bad jitter.
What you want are relatively consistent ping times without too much variation.

For smartphone tests, use apps such as Net Analyzer or ManageEngine Ping Tool to check ping consistency over Wi-Fi and mobile data. Since Fongo Mobile is a SIP-based application, it needs to maintain an active connection with Fongo’s servers in Ontario. If the app is not registered (app closed, suspended, or due to a network issue), incoming calls will fail or go to voicemail.

If you can’t reach a server at all, possibly what you experienced occurs. WinMTR or pingpath can sometimes help reveal where problems occur along the path between you and a server.

[robertooo]

It was working friday and saturday, didn't use the tablet on sunday so i don't know if it was still working sunday.
Today it's not working again.

I've tried a traceroute (tracert command) 3 times to 208.85.216.39 and there was request timeout 2 times.

6 25 ms 27 ms 25 ms 295ca.ip4.torontointernetxchange.net [206.108.34.78]
7 34 ms 32 ms 32 ms ip-185.50.99.216.dsl-cust.ca.inter.net [216.99.50.185]
8 * * * Request timed out.
9 * * * Request timed out.
10 35 ms 32 ms 35 ms host-162-213-111-9.static.295.ca [162.213.111.9]
11 32 ms 35 ms 34 ms 208.85.216.39

--

6 26 ms 35 ms 27 ms 295ca.ip4.torontointernetxchange.net [206.108.34.78]
7 36 ms 32 ms 31 ms ip-185.50.99.216.dsl-cust.ca.inter.net [216.99.50.185]
8 36 ms 36 ms 39 ms ip-187.50.99.216.dsl-cust.ca.inter.net [216.99.50.187]
9 50 ms 41 ms 49 ms ip-3.50.99.216.dsl-cust.ca.inter.net [216.99.50.3]
10 32 ms 31 ms 29 ms host-162-213-111-9.static.295.ca [162.213.111.9]
11 36 ms 37 ms 30 ms 208.85.216.39

--

6 34 ms 31 ms 26 ms 295ca.ip4.torontointernetxchange.net [206.108.34.78]
7 305 ms 442 ms 493 ms ip-185.50.99.216.dsl-cust.ca.inter.net [216.99.50.185]
8 * * * Request timed out.
9 * * * Request timed out.
10 33 ms 36 ms 31 ms host-162-213-111-9.static.295.ca [162.213.111.9]
11 35 ms 30 ms 34 ms 208.85.216.39

[robertooo]

WinMRT results, i've clicked stop after a few minutes.

[Liptonbrisk]

there was request timeout 2 times.

That's normal for those hops; they refuse ICMP requests. I'm interested in whether the last hop is showing packet loss, mostly. If there is then you can start looking at the previous hops for potential problems, but I'm not seeing anything extremely obvious--except the first hop in your WinMTR result is getting 16% packet loss.

[Liptonbrisk]

WinMRT results, i've clicked stop after a few minutes.

Is the tablet also on Wi-Fi? If so, I don't see a connectivity issue there.

[robertooo]

The tablet is on wifi, i've run the tracert and WinMTR from the pc on lan (same internet connection as the tablet).
There's very high packet loss at the inter.net nodes

[Liptonbrisk]

There's very high packet loss at the inter.net nodes

That's normal for those specific hops. They can choose to drop or not respond to ping requests depending on load.
I see 16% packet loss at the first hop. Possibly your home router or the hop closest to you is rate‑limiting or deprioritizing ICMP replies (that's not a big deal). Packets to the Fongo Mobile IP itself aren't dropping, which is what I would pay attention to.

If loss starts at the first hop and persists through subsequent hops including to the final destination, that indicates real packet loss, which is when you should worry. But, in this case, there's no loss at the final destination. So all data between you and that specific Fongo IP isn't lost. Communication back and forth, from your PC to that IP at least, is fine.

Additionally, pings ranging from 26 to 130 aren't horrible. Average ping is 73, and there's no packet loss.


It's better to run the tests from the tablet itself if possible, just to help rule out whether the problem is specific to the device being used. Net Analyzer or ManageEngine Ping Tool are two potential apps you could try.

https://play.google.com/store/apps/deta ... ne.pingapp

https://play.google.com/store/apps/deta ... zerlite.an

I'm not affiliated with any of these apps.

Did Fongo support ever respond to your ticket? If everything looks fine (no packet loss at the final hop) when testing from the tablet, then the issue could be an issue on Fongo's end. I'm not sure since I can't test on an Android device currently. Check if taking the tablet close to your router's antennas makes any difference.

[robertooo]

I've rebooted the router and it resolved the 1st hop packet losts problem but Fongo is still doing the same thing.
Fongo support said to uninstall and reinstall the app, but it's not resolving the problem.
Since it's doing the same thing on both my Fire 7 tablets, i guess a recent fongo update broke the compatibility with my uncommon configuration of an amazon tablet with the amazon adware/bloatware removed using a third party software. I had Fongo on the first tablet a while ago, broke the screen and bought a 2nd one and was using Fongo on that one for 2 years until now. Weird that it started working again but only for 2 days.

[Liptonbrisk]

with the amazon adware/bloatware removed using a third party software

When not paying for the "Remove Ads" add-on for Fongo Mobile (and when not being logged into your Fongo Mobile account after paying for ad removal), there are some long, full screen ads that can't be dismissed for up to 10 seconds (and sometimes even then, not easily). So, if the ad server that Fongo Mobile connects to is blocked or not loading an ad properly, that may partially explain the somewhat blank screen provided in the screenshot. I can imagine an ad might be playing there. There's full‑screen interstitial ads, and if that ad view fails to render on a Fire tablet, perhaps the splash screen can appear to be partially blanked out (empty overlay).

[robertooo]

I don't think that's the problem since i don't have any adblock app installed and it was showing the ads in Fongo under the dialpad. Just removed some amazon apps and the ads that were showing on the android lock screen.
Hmm but there was no fullscreen ads....

[Liptonbrisk]

Hmm but there was no fullscreen ads....

There are, sometimes, full screen ads on my iPhone when using Fongo Mobile and when not logged in. Pretty intrusive. You have to wait over 10 seconds before you can skip them, and even then, I have to sometimes close the app and reload it.

and it was showing the ads in Fongo under the dialpad

I've seen those before, and I've even seen some ads covering half my dialpad, but seeing the dialpad requires me to be logged in.

I just saw a pretty annoying full screen ad about 10 minutes ago. It was not easy to dismiss.

[Liptonbrisk]

I just saw a pretty annoying full screen ad about 10 minutes ago. It was not easy to dismiss.

I just got it again. Crypto trading ad

ad.jpeg

There's a 10 second countdown in the upper right. After 10 seconds, you're supposed to be able to dismiss the ad, but I don't see an "x" or "close" option, and the ad just keeps playing and playing . . .

Anyway, if your Fire tablet is supposed to display a full screen advertisement and isn't (I don't know whether the problem would be with the ad server, with something installed or configured on the Fire tablet, or with the Fongo Mobile app itself), maybe that's causing the issue.

The relatively empty screenshot with nothing there might suggest an ad should be playing, but I'm not positive.

If authentication fails, normally you see an error message in the app.

If the problem is related to ads, that's pretty difficult for me to try to troubleshoot. Hopefully, someone with an Amazon Fire 7 tablet can respond to this thread.