Troubleshooting iOS: Push Notifications

Introduction

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This article assumes it has been verified that the CrewApp Server is successfully sending notifications to the effected device through the server logs and that the notifications are not appearing on the device.

If the server logs have not been checked please see the Troubleshooting Server article first to ensure notifications are being sent successfully.

CrewApp Settings

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Ensure that the correct notification options are set in the app itself by going to the Settings window and select the NOTIFICATIONS tab.  Select the notifications you want to receive and then tap the Save notifications button at the bottom.

If an error occurs please check the server request logs, see the Troubleshooting Server article, for more information on what may have gone wrong.

If notification settings revert back to their original position then what has likely happened is the user has updated their device and transferred the CrewApp from their older device to a new device via the automatic iOS device transfer mechanism. 

This causes the CrewApp to receive the device identifier from the older device on the new device.  As this does not match the new device no notifications are delivered and this is also why the notification settings do not save correctly. 

To remedy this :

1. Logout from the CrewApp
2. Remove the CrewApp from the device completely
3. Install the CrewApp
4. Login

It is very important that the app be removed from the device to clear out the older device identifier completely.

iOS Settings

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First ensure notifications are switched on for the CrewApp through iOS's Settings app by going into the Notifications section and finding the CrewApp in that list.  Make sure that underneath the CrewApp title it does not state Off but rather one or more of Banners, Sounds, Badges.

 

Then tap the CrewApp entry to view more details about notification settings for the app.

If notifications for the app is turned on but you are still not receiving any it may be because the Alerts is set to None.  Check that Alerts is set to one or more of Banners, Notification Centre, Lock Screen.

Battery Mode

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One setting which can effect notification delivery and display on the device is the Battery settings as iOS tries to save power it will check and display notifications less frequently if at all.  If the device is in Low Power Mode, it will be indicated by a yellow battery indicator if the user has the battery indicator set to on.  To check this go to the Settings app in iOS and find the Battery section and tap it to view the current battery settings.  Assuming the battery is not low, ensure that Low Power Mode is switched off.

    

Focus Mode

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Another reason notifications are not arriving could be if the user has setup and activated a Focus Mode that does not allow notifications from the CrewApp.  Typically this would be the Do Not Disturb mode and notifications should start arriving once that mode is turned off.

However if the user would like to include CrewApp notifications in their chosen Focus Mode see below instructions. 

N.B. instruction screenshots are taken from the Do Not Disturb mode but the same applies to any other Focus Mode.

First find the Focus option in iOS's Settings app and select the Focus Mode you want to change :

  

Once inside the Focus Mode under the ALLOW NOTIFICATIONS section tap the Apps option and from the subsequent screen tap the Add button :

   

From the list of apps that appears select the CrewApp and tap Done - you should see the CrewApp's icon next to the Add button indicating the CrewApp's notifications will be allowed in the selected Focus Mode.