Calls not coming through on Android Mobile App

[DWHIT]

Hello, I have an issue with the Mobile app that I am hoping someone else has experienced / fixed. When I receive a call the mobile app just shows "Zoom Notification" it does not ring or show who is calling or allow for answering. If I manually open Zoom I DO get the call coming through and can answer it but after I close the app after a few minutes it reverts back to the "Zoom Notification" with no call data. It seems like the app is going to "sleep" or a services is stopping and therefore not showing the call. I have.....
Given unrestricted battery access to the zoom app.
Removed Zoom from the "sleep" app on the phone and set to "Never Sleep"
Disabled "Remove permissions if app is unused"
and none of this seems to make a difference. If the app is open calls come through if I close the app I get a simple notification. Any experience or help would be appreciated. Thanks. 

[sachinzoom · Accepted solution]

Hello @DWHIT 

Welcome to Zoom community.

If your phone has Battery Optimization feature enabled, Please exclude the Zoom app from that and see if the issue is resolved for you. Its documented here to ignore Battery optimization settings for Zoom.

https://developers.zoom.us/docs/zoom-phone/android/get-started/

If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

[DWHIT]

Thank you Sachin, I did have it exempt and it didn't seem to make a difference. I have uninstalled the App and re-installed for the 2nd time and so far it has been working for the past 48hrs so possibly a bad install previously but it seems to be good now. 

[sachinzoom]

Great to hear @DWHIT 

[justneedaname23]

This does not resolve the issue. Tested across several Samsung Galaxy s23 android phones with the latest android version. This is approaching deal-breaker status for our company and we are already evaluating other providers as the executives are furious about only being 'notified' that someone tried to call (after the fact)