Z ultra, hangouts, and locked screen problem

[RayRayRay]

Hello there, I had my Z ultra for quite a long time, but there is this one problem that still exist from day one which is as follow:

When the screen is off, any calls or video calls that come through hangouts does not make the phone ring.

It only make the notification light flash and sometimes the phone ring for half a second and then the notification light keep flashing as usual.

The phone screen do not turn on too.

If the screen is on only then the phone ring.

Any text massage come through Hangouts the phone give me the notification tone/light even if the screen is off.

I put the Hangouts app under the exceptions in the stamina mode.

I deleted the app updates.

I cleared the data and the cache.

I did a software repair.

I upgraded to lolipop.

but the problem still exist till this day.

Other than that the phone is awesome.

I wrote to hangouts team but didn't get any reply.

And i found a forum talking about this issue where they conclude ( to my understaning )  that it's something to do with Sony lock screen software hence me writing here asking for help

The link I am refering to is

https://productforums.google.com/forum/#!topic/hangouts/zQ9DxMWDve4

Xperia Z Ultra running 5.1.1

Hangout 5.0

Thanks in advance.

[RayRayRay]

@uliwooly

Thanks for your reply

Yes I did that again AGAIN

Repaired the phone with PCC  and deleted all data.

Did not install or update any app.

Never activated Stamina.

Using Data ( Did NOT even set up WIFI ).

Did NOT set any form of screen lock.

Then I tried receiving a call and a video call through hangout when the SCREEN is OFF but the phone Do NOT RING or Vibrate and Do NOT show me that I have a call, ONLY the notification light work, Nothing else happen.

I have to press the power button to turn the screen on to find a notification saying X is calling/ Missed call from X.

When the phone screen is ON and LOCKED i get the same Problem as above.

When the phone screen is ON and UN-LOCKED the phone do RING and VIBRATE.

________________

This is what I did next:

Update only the hangouts app ( And Google Play Services in order for hangout to work )

And repeated the above just to have the same result.

________________

And I did these steps before I wrote my problem here:

I put the Hangouts app under the exceptions in the stamina mode.

Toggled stamina ON/OFF

I deleted the app updates.

I cleared the data and the cache.

I DID a software repair.

But none of them solved the issue.

 ________________

To my Surprise

When I sat the Screen lock to none Everything work as it should be

The phone DO RING and Vibrate when the screen is OFF.

But still it's not a solution. No one walk without Screen lock PIN/Password.

______________

I hope I am clear enough.

Please let me know If there is any more tricks to try!

Thanks again.

[Uliwooly]

@RayRayRay

I'm out of ideas but you might have to contact Google regarding this issue. @alexdon do you have any suggestions? 

[RayRayRay]

@uliwooly

Thank you so far for your help.

About Contacting Google, I did do that minutes ago.

Here is the link( https://productforums.google.com/forum/#!topic/hangouts/YyUOQ5GnvMs;context-place=forum/hangouts)

But like i said in the first post, I think it has to do with Sony Software, at least that is what I Understood from a Similar post on Google forum. The link again ( https://productforums.google.com/forum/#!topic/hangouts/zQ9DxMWDve4 )

Hopfully someone will have a clue.

Anyway, Many thanks for your quick replies.

[Uliwooly]

@RayRayRay

That's quite interesting, which Android version and build number do you currently have on your phone?

[RayRayRay]

@uliwooly

Android 5.1.1
Build number 14.6.A.0.368

But this issue existed since the kitkat!

[Uliwooly]

@RayRayRay

I'll escalate this issue. 

[Rickard]

Hard to say what could cause this but to me it sounds a bit like your're not getting the correct notification from the app. What you are describing sounds like a normal notification that you get for a new SMS or email. The display will not turn on for that.

Do you see the same thing if you try other similar apps like Viber, Tango or Skype?

[RayRayRay]

@Rickard

I do not use any other app aside from hangouts BUT I installed Skype to test and it DID function well!

So any advice?!

[Rickard]

Do you perhaps have Hangouts configured in more then one device?

I was able to replicate something similar to what you are describing when i'm logged in with my account in two phones. Sometimes both will ring and sometimes only one in that case. But when i'm only logged in with one phone, that will always ring and turn on the display.

But if that's not the cause i'm afraid i have no other suggestion than to wait for a response from the Hangouts team.

[RayRayRay]

@Rickard

No the only phone I am using is the Z Ultra. And I am not logged in anywhere else but the Z Ultra.

I really think it is something to do with the Z Ultra only!

Anyway, thanks for your help.

I guess I will wait for Hangouts team for a really loooooooong time before I get a response.

Thanks again.