Apple Push Notification Troubleshooting Guide

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This guide covers common troubleshooting steps for mobile app issues specific to iOS devices. We also recommend checking out our General Push Notification Troubleshooting Guide.

If you do not see your device registered under contact methods, see Adding a Mobile Device for Push Notifications.

Check the Notification Center

In iOS, it is possible to turn off certain notification options for individual apps. In the Settings app, tap Notification Center and make sure the PagerDuty app is listed, and configured to play sounds and show Alerts or Banners. These are the default settings after installing the app and allowing notifications. If you don't see the PagerDuty app in your Notification Center, it is possible you didn’t allow PagerDuty to send push notifications after being prompted when installing the app. Apple suggests following these steps:

  1. Delete the PagerDuty app from your device.

  2. Turn off your device completely and turn it back on.

  3. Go to SettingsGeneralDate & Time and set the date ahead a day or more.

  4. Turn the device off completely again and turn it back on.

  5. Reinstall PagerDuty and tap Allow when prompted to allow push notifications.

Verify Your Device is Registered with PagerDuty

After successful authentication, we sync your device's unique push notification token to PagerDuty's servers so we're able to send push notifications. In PagerDuty, confirm that your device is listed on your User Profile page under Contact Methods and Notification Rules. If it's missing under either section or you see multiple devices, you'll need to make sure you allow notifications when opening the app for the first time or remove and re-install the app to allow notifications and register your device.

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.

Push Notification Doesn't Emit a Sound

If you can see push notifications coming through, but are not receiving a notification sound, in addition to checking sound settings, make sure that your device's Ring/Silent switch is set to Ring. If your device is on silent or vibrate, then PagerDuty notifications will also be on silent or vibrate.

Check to see if Do Not Disturb is on. Apple's APIs do not allow any third-party app, including PagerDuty, to override Do Not Disturb or system volume levels on iOS. If this changes and Apple exposes APIs for this, we will investigate ways to implement a feature to override system volume.

Lastly, check that you are signed in to your Apple ID on your iOS device. Go to Settings → iTunes & App Store and enter your Apple ID and password.

Note: Previewing the "Default" sound in the PagerDuty app will not play anything due to an Apple API limitation, but the sound will still play when the push notification arrives.

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