If you have problems with sending push notes or you receive a push note certificate-related error or your app's push notifications are not received by your app users (push notes do not appear/show on the mobile device) or even push notes that used to work do not work anymore, then you should follow the troubleshooting steps below to fix your app's Push Notification problems.
If you receive one of the following errors, please follow the relevant article.
- "Cert Error" When Push Publishing the Apple Push Notification (APN) Certificate
- "There was a problem sending out your push notifications" error while sending iOS Push Notification
- "You do not have the correct Android Market URL input" error upon sending Android Push Notifications
- "We're unable to read your APNS Certification file" Error sending iOS Push Notifications with Skipper
If push notifications don't work and you do not receive one of these error messages, then please follow the cases below. The cases below do now show any symptoms other than Push Notifications not working.
Case 1: Push Notifications not set up or used correctly
This is the case for new uses who may not know how to set up or use Push Notifications. Please follow this article to configure and use Push Notifications correctly.
Case 2: App is not on the most recent release
For Push Notifications to work, the app must have been published recently (e.g. last 3 months) in CMS and must also be submitted to the PlayStore / Apple store.
Also, note that support agents can escalate issues to Engineering teams only if the problems are reproducible on the latest release.
If your app is not on the latest release, then follow this article to republish your app in CMS.
Important: Don't forget to do the last step. That is:
a. If it is an Android App, don't forget to upload the new APK on the Google Play Store.
b. If it is an iOS App, the BiznessApps team will review it and take care of uploading it to the Apple Store. Should you wish to check the publishing progress, check the Checking the Publishing status for my iOS App KB article.
Case 3: Location based delivery failures due to Privacy settings
The following process must be followed for location-based (radius or geofenced) Push Notification issues. It must be used when a push notification is sent to iOS or Android devices, but the user does not receive it.
- As an app user on your device go to Settings > Privacy > Location Services and scroll through the list to locate the app.
- Make sure that the Location Services Switch is turned on and it says Always next to the 'Maps' option for the App. If it says Never, click on the app and change it to Always.
- Return to the home screen.
- Lock your home screen
- Send the push notification from the CMS or the Skipper platform once more.
Note: The actual menu may vary based on the model
Case 4: iOS - Certificate related delivery failures
iOS push notification issues can often be resolved with a Certificate Rebuild. In order to rule out certificate related issues, please follow this article to Rebuild your IOS/Apple Push Notification Certificate.
Case 5: Android - "Floating Notification" or "Lock screen notification" settings are disabled
Floating and Lock screen notification settings have to be enabled for Push Notifications to work. Please follow this article for enabling those settings.
Case 6: Android - Push Notifications feature not enabled
For newly approved apps, you need to activate your app's Push Notifications so that Push Notifications can work. Please follow this article for enabling the Push Notifications feature.
Case 7: Progressive Web Apps - PWA URL blocked
PWA URL has to be allowed in Google Chrome for Push Notifications to work. Please follow this article for allowing the PWA URL.
Case 8: Push Notifications not working on Facebook / Twitter
Please follow the articles below:
Case 9: Delay in Scheduled Push Notifications
Customers that are expected to receive Push Notifications may experience delays in receiving them when sent from the Push Notification Center in the CMS or Skipper. These messages may be sent immediately or scheduled. The following factors can influence the delay.
- Low battery on a customer's device; therefore, checking Push Notifications, does not happen as often (Apple does that on OS level).
- There could be a large queue at the time of processing due to the number of apps in BiznessApps.
- Customers may have sent the push notification to everyone and depending on the number of people that can take a while (0.2s per user). If one company has 5000 devices, it will take up to 17 mins for all notifications to be sent. And if other companies also send their push notifications at the same time, they would also queue up. When sending immediately from the CMS, a notice is displayed showing the time for the Push Notification Delivery Status for iOS Devices. Recommendation: Schedule messages at least 30 mins earlier.
After following the cases above, you should be able to send push notifications without any errors.
If none of the cases above applies, then please provide the following info (by creating a new ticket or appending it to your existing ticket), so that agents can troubleshoot the problem and escalate to Engineering where needed.
Info needed on a ticket:
What are the platforms where Push Notifications don't work? (Android, iOS, PWA)
What are the device types that do not receive the notifications? (Android, iOS)
What is the device brand and model that failed to receive the Push Notification (e.g., Samsung Galaxy S10 or iPhone 8 Plus)?NOTE: Older (i.e., out of support) devices like iPhone 5 are not supported.
What version of the OS is running on the device (e.g., Android 9.0 Pie or iOS 12)?
From where was the Push Notification sent?
- Reseller CMS
- Client Panel
What type of Push Note was sent?
- To all
- To an individual
- To a specific group or groups
- To subscribed only devices
Was the Push Note scheduled, regular one or location-based?
- If the Push Note was location-based, was GPS on the device enabled? If so, does it have a good connection?
Does the Push Note link to a feature? If so, which feature?
Is the Push Note shown in the Message Feature, but does not create an alert?
Are push notifications enabled on the device?
Is DND (Do Not Disturb) on or off?
Is the app open, closed, or in the background?
What was the state of the battery (i.e., is the battery fully charged or nearly dead)?
Is battery saver, which can cause the app to shut down, enabled, or disabled?