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Jabber issues on Samsung Galaxy A10e, ver9

My user is experiencing issue where after about 15mins on a Jabber call, the call 'goes to sleep' and he sees a message "call pending".

 

At that point, he loses audio. and just has to call the other participant back. 

I do not have the phone in my possession, but have asked the user to try the following:

1. check for Jabber and Android OS updates
2. sent him scrncaps of my settings to compare

3. suggested 'reset config'

 

Hoping someone else has seen this.... Thank you!

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