Push Notification Issues Troubleshooting Guide

Overview

Push Notifications require a device ID to be stored on the user's app profile.  If a device ID is not stored, the user will not receive push notifications.

This guide outlines how to verify and resolve device ID issues.

Step 1: Verify Device ID on User Profile

1. Navigate to the App User's page.
2. Select the User Details button.
3. Select the Device IDs tab.

Check the following:

• iOS users - Device ID should appear under iOS Device IDs
• Android users - Device ID should appear under Google Device ID

Step 2: If No Device ID Is Stored

Follow these steps in order.  After each step, re-check the Device IDs tab.

1. Confirm User Is Logged into the Event App

Ask the user to:

• Open the app
• Log in

Logging in should trigger the device ID to be stored.

Re-check the profile.  If the device ID is not stored, continue to step 2.  If the device ID is stored, users should receive push notifications.

2. Close and Reopen the Event App

If the user is already logged in:

• Fully close the event app (force close)
• Reopen the event app

This should trigger the device ID to register.

Re-check the profile.  If the device ID is not stored, continue to step 3.  If the device ID is stored, users should receive push notifications.

3. Log Out and Log Back In

If the device ID still does not appear:

• Log out of the event app
• Log back into the event app

This should trigger the device ID to register.

Re-check the profile.  If the device ID is not stored, continue to step 4.  If the device ID is stored, users should receive push notifications.

4. Uninstall and Reinstall the App

If the device ID is still not stored:

• Uninstall the app
• Reinstall the app from the App Store or Google Play
• Log back in

Re-check the profile.  The device ID should be stored, and the user should receive push notifications.

If the device ID is not stored, please add a high priority Product Request.

Final Verification

Once a device ID appears in the appropriate field:

• The user should now be able to receive push notifications for the event.
• If notifications are still not received, confirm the user has:
• Enabled push notifications in their device settings
• Allowed notifications for the app

Summary

Push notifications require a stored device ID.  If none is present, follow this order:

1. Log in
2. Close & reopen app
3. Log out & log back in
4. Uninstall & reinstall

Once the device ID is stored, push notifications should function properly.