Action required for all InfinityOne Android App users

All InfinityOne Android users need to upgrade their InfinityOne mobile app to version 3.0 after 8:00 pm East North American time, Wednesday, September 11, 2024. This is required to ensure that Android users will get alerted to incoming calls or messages. E-MetroTel is updating its InfinityOne Android client to comply with Google’s latest changes.

Background

To comply with Google’s ongoing migration to a new Push Server protocol, E-MetroTel is required to introduce changes to our own Push Server and the InfinityOne Android app. Push notifications are used for alerting devices of new messages or phone calls when the device is locked or the app is in the background. As a result, both our Push Server and the InfinityOne Android app must be updated for these notifications to provide the proper alerting. E-MetroTel will be updating its Push Server on Wednesday, September 11, 2024, at approximately 8:00 pm EDT. During this window no push notifications will be sent from InfinityOne servers to any mobile users (Apple or Android), including incoming call notifications. Once the update is complete, push notifications to Android devices using any existing version of the InfinityOne Android app will not work. E-MetroTel will also release a new Android app (version 3.0) to the Google Play store when the Push Server is updated. All users of Android devices using the InfinityOne app will be required to update their application, perform a logout, and then sign back in before they will start receiving new notifications for phone calls or messages. Note: The InfinityOne Android v3.0 app is only compatible with InfinityOne versions higher than 4.2.0, or, for UCX systems still operating on Release 6, the InfinityOne server version must be higher than 3.3.0. If your InfinityOne server is running software older than those minimum versions it will be required to upgrade the server.

Prerequisites:

The following information is required:

1. The InfinityOne server address (url). You can find this in one of the following ways:
   1. Open the InfinityOne app on your Android device
      1. Click on InfinityOne in the title bar
      2. Take note of the Server Address shown at the bottom of the screen, including the :21326. You will need to type this in completely in one of the following steps.
   2. If you also use InfinityOne on your PC or laptop, this is shown in the webpage bar (typically yourdomain.emetrotel.net:21326). You must remove the “https://” and include the “:21326” if entering it manually in step 3.3 below.
   3. If you are actually signed in to that page, then you can simply scan the QR code shown in the My Account / Profile page when you get to step 3.4 below.
2. Your InfinityOne Username and password . You can find your Username (and the email address associated with your account) in one of the following ways:
   1. Open the InfinityOne app on your Android device
      1. Select the Settings button in the top left of the app menu
      2. Click on the top line where your avatar and name are displayed
      3. All you account details will be shown (other than your password for security reasons)
   2. If you also use InfinityOne on your PC or laptop, these are the same log in credentials used to log in with your browser

Required Actions

Step 1: Verify the currently installed version

On your Android device:

1. Open the InfinityOne app on your Android device
2. Select the Settings button in the top left of the app menu
3. The version of the app is shown as indicated

Note: Once the new InfinityOne Android v3.0 app is available in the Google Play store, users with auto-update enabled for the app may be updated without action required on their part. Users can verify the version that is currently installed on their device and should proceed to Step 3: Logout and Login without having to manually install the update if the version is already 3.0.

Step 2: Download the updated Android InfinityOne App

On your Android device:

1. While still in the Settings section of the InfinityOne app, click on Review this app. This will automatically connect to the Google Play Store. (Alternatively, you may click on this link from your device.
2. Click the Update button
3. The app will begin to update

Step 3: Logout and Login On your Android device:

1. After the app has downloaded, click the Open button on the same screen
2. Access the InfinintyOne Settings screen again
3. Logout of the InfinityOne Server by clicking the Logout from InfinityOne button (if you already are logged out proceed to the next step)
4. Click on Connect to a server 
5. Use one of the following methods to connect:
   1. If possible, log in to your InfinityOne account on a laptop or desktop computer
      1. In the My Account menu on your PC, select Profile, and scroll to the QR code
      2. On your Android device, click the Scan QR Code button and scan the code shown on your PC.
   2. Type in the url you identified in the Prerequisites section above
6. Click Connect
7. Enter your name and password credentials you identified in the Prerequisites section above
8. If you forgot your password, click Forgot your password?, follow the steps to reset it, and then return to this screen to enter it.
9. Click Login

After completing this step, the app should start to receive notifications for new calls and messages.

Troubleshooting

1. Android users who are not receiving notifications after the maintenance window and they have completed all the steps identified above should check the Android Settings on their device.
   1. In the Settings app, select Apps & Notifications, then find the InfinityOne app. Select the Notifications item and ensure that notifications are permitted.
   2. Select the InfinityOne app icon, then select the Notifications for it in the App Info screen.
      1. Ensure Show Notifications is enabled for the app in general and for both the Miscellaneous line item, as well as the line item with your system url immediately below it.
      2. Select the Miscellaneous line item:
         1. Adjust the Alerting/Silent toggle per your own requirement.
         2. If you selected Alerting, you may choose to select Pop on Screen to have messages pop up while the app is in the background. You may also wish to select Vibrate.
   3. For additional support, refer to the Google Android Help Center.
2. If you receive an “Unauthorized” message when attempt to log back in to your account, follow Step 3.7, above, to request a new password for your account and the log in using the new password.