There are many things that can go wrong while your client's push notification is trailing through cyber space. We check them all regularly, but you can also fault-find faster by going over some of the steps, with the tools we provide.
1. Is the client's app on the latest version of the app? Apple, Google, and Huawei wait for nobody, and we always need to keep the app updated to ensure that it is compatible with the minimal version of the mobile operating systems.
2. Does the client's mobile app have Notification Subscriptions on record? You can follow the steps below to get to them. Visit the device's details page. Then from the menu (in green below), click on Notification Subscriptions.
The Notification Subscription will then appear. You should see one record per mobile phone (represented by a unique Mobile Phone ID) for each user user. If there are any duplicate records, please delete them (using the dustbin icon) or edit the specific notification type (G1 - G6) that is missing (using the edit icon). In this way, you can remotely assist your clients.
3. Still on the Notification Subscription table above, is there a valid "Token Last Updated" date? If not, hover over the record for more advice.
4. Do your company have push notification override capability enabled? See the Company Settings section for more details.
5. Referring back to Notification Subscription, is there a chance they have special Areas/Partitions configured? Make sure "All" area/partition records are listed.
6. Please let the client share the "Panel Fault Finding" screen, inside the app, with you. This will help to verify further details.
7. Here are phone specific articles:
8. Is the Falcon programmed to send Panel account codes? Partition accounts should not be programmed.
9. "Tip and Ring" should not be used on Texecom panels. Only use the serial cable.
10. Visit the Push Notification Logs page from the device details menu. If there are no records by this point, please contact Technical Support! See below for an example.
10. Visit the SIGVAULT Logs page from the device details menu. If there are no records by this point, you should have already contacted Technical Support ;-)
We hope these tools help you with a faster service experience, but contact Technical Support at any time or if you require additional training on these techniques.