Signal does not play a ringtone when receiving voice calls

[Ejurety]

Bug description

When a voice call is received, the notification pops up, the phone vibrates (even if vibrate is disabled in settings) but NO RINGTONE IS PLAYED. Making it impossible to receive voice calls if you're not staring directly at your phone 24/7. I have allowed all permission for the Signal app, and I have prevented Signal from being restricted by battery saving features. I had this issue but ignored it since I was due to swap phones, I have now setup my new phone to receive the exact same issue on a completely new & different device. Support appears to be an automated bot that doesn't function as it's only reply was that Signal is not up to date, despite it being the current version on google play store making it factually verifyable as definitively up to date.

Steps to reproduce

• receive a voice call
• hear the lack of ringtone

Device info

Device: Oppo A9 2020 &/OR Moto G50 5G Android version: 11 / 11 Signal version:** 5.30.6

Link to debug log

Oppo A9 2020 debug log https://debuglogs.org/aa9de076493e84e8905f604d1ef0adeb85ad469494aa7228036ace793436f433 Moto G50 5G debug log https://debuglogs.org/665924ab7c560a0b02774d41c3590adec58934f44b1a575c880027665dad36dc

[openpaul]

Might be related to the or a duplication of: https://github.com/signalapp/Signal-Android/issues/10993 and https://github.com/signalapp/Signal-Android/issues/9863

[cody-signal]

Hey there, it looks like your logs for the Oppo were lost, so if you could report that would be great.

Your Moto G50 logs show an issue with being able to create the incoming ringer, which we don't usually see so that's interesting. Sadly, we aren't logging the exact issue so I'm going to add it to the next beta so we can see why we can't create the player.

Do you have anything special setup around your ringtone or audio playing?

[Ejurety]

Hey, sorry for the late reply. Took me ages to problem solve the issue plus usual random life gets in the way. Anyway...

Might be related to the or a duplication of: #10993 and #9863

No.

Hey there, it looks like your logs for the Oppo were lost, so if you could report that would be great.

Your Moto G50 logs show an issue with being able to create the incoming ringer, which we don't usually see so that's interesting. Sadly, we aren't logging the exact issue so I'm going to add it to the next beta so we can see why we can't create the player.

Do you have anything special setup around your ringtone or audio playing?

So I no longer have access to the Oppo now as it was my previous phone. But I've drilled down into the issue on the Moto. The issues I've found are:

1. when using system default ringtone for Signal, if you do not use the default audio picker it results in no ringtone being played for any calls. The only way it works is if you use the default audio picker to select the ringtone (I ruled out ringtone file location by moving it in/out of the default ringtone location on/off sd card/internal storage. file location made no difference) if you use a file manager or anything other than the default audio picker for your phone to choose a ringtone you get silence for calls instead of a any ringtone.
2. if you have correctly setup a system default ringtone that works for signal (in the way described above) but then set a different ringtone for a specific contact in Signal incorrectly (by not using the default audio picker as described) then any call from that specific contact is silent, upon the failure to play the ringtone it does not fall back to the default ringtone (probably by design as it isn't a feature, but may be a good addition in future) Hope this info helps determine the cause of the issue

[clauz9]

I got a device with such an issue, I've added a log on the forum.....

[stale[bot]]

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

[stale[bot]]

This issue has been closed due to inactivity.