General Push Notification Troubleshooting Guide

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This resource provides general troubleshooting of push notifications for both Apple and Android phones. We also have guides with specific troubleshooting steps for iOS and Android.

General advice for configuring notifications with PagerDuty

According to Apple and Google's official documentation, push notifications are only delivered on a "best effort" basis. It's important to always have backup contact methods for notifications in the event push notifications are dropped or delayed from their servers.

Make sure you've downloaded the most recent version of the PagerDuty app

We're continually making improvements to the PagerDuty app, so be sure to check the App Store and Google Play to make sure you have the latest version of the PagerDuty app.

Please see our System Requirements for supported app versions and platforms.

Push Notification Troubleshooting

Your service was disabled or placed in maintenance mode

After confirming that your device is listed on your User Profile page (for both contact methods and notification rules), notifications for the PagerDuty app are enabled under Settings, and you’re using the latest version of the PagerDuty app, try sending a test notification. You can do this in the web UI under Contact Methods on your User Profile page by clicking the Test link next to your device name.

Reset devices and push notification settings

Resetting all of your push notification settings and preferences is the first step you should take in troubleshooting push notification issues.

    1. Remove all devices under Push in the Contact Methods section of the user profile page in PagerDuty.

    2. Logout of the PagerDuty app (if you're logged in):

      • On Android: Navigate to the Accounts screen, tap the menu icon on the account, and tap Remove this account.

      • On iOS: Navigate to the Accounts screen, tap Edit and tap the red delete icon next to the account.*

    3. Force close the app.

    4. Open the app and login to your account.

*If these steps don't work, you can reset the app in your device settings:

  • On Android: Open the Settings app, go to Applications, tap PagerDuty, then select Clear Cache.

  • On iOS: Open the Settings app, tap PagerDuty, then turn the Reset toggle to the on position.

Send a Test Notification

After confirming that your device is listed on your User Profile page (for both contact methods and notification rules), notifications for the PagerDuty app are enabled under Settings, and you’re using the latest version of the PagerDuty app, try sending a test notification. You can do this in the web UI under Contact Methods on your User Profile page by clicking the Test link next to your device name.

Check push notifications for other apps

In rare circumstances, Apple devices themselves can get blacklisted from Apple Push Notifications service. If you have any other apps that use push notifications, it's a good idea to verify you're also receiving push notifications from them. Another easy way to check is to open Notification Center and see when your last successful notification was received.

For Android, updating your phone may change the device ID which can affect push notification delivery.

Check firewall rules and your network connection

Registering the PagerDuty app requires an internet connection. If the device is only connected to Wi-Fi (and no cellular connection is available), inbound and outbound TCP packets need to be sent over port 5223. It's possible that a firewall is blocking these requests.

To eliminate a firewall that's blocking push notification registration, turn Wi-Fi off on your phone. Logout of the PagerDuty app (if you're logged on) and log back in while on a cellular data connection. Check the user profile to see if registration was successful.

Check for multiple or missing devices listed on the User Profile page

Follow the instructions under "reset devices and push notification settings."

If you do not see your device as being registered under contact methods, you can review how to register your mobile device for push notifications.

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