This guide covers common troubleshooting steps for mobile app issues specific to Android devices. We recommend trying our General Push Notification Troubleshooting Guide before moving onto this guide.
Not receiving push notifications
Google Play Services must be enabled in order to receive push notifications on your Android device. If Google Play Services are enabled and the general troubleshooting steps have not resolved the issue, it may be necessary to reset the app. To reset the app, go to Settings → Apps → PagerDuty and tap Clear Data.
If you are experiencing delayed notifications on Android 6.0 and newer, Doze mode may be responsible. You can turn off Doze for PagerDuty by going to Settings → Battery → Battery Optimization → All Apps → PagerDuty and selecting Don’t Optimize.
Override System Volume
Some versions* of our Android app offer a functionality called Override System Volume. Please note that the availability of this feature may differ based on your specific device and/or other installed apps, and is experimental, so we recommend testing this out before using it for production notifications.
To find this setting in the PagerDuty app, go to the Settings page of the app and check the box next to Override System Volume. The app will attempt to override the system volume settings to use maximum volume for PagerDuty notifications.
As an extra measure, you can also set PagerDuty as a "Priority" app, alongside enabling Override System Volume, to ensure that you can receive PagerDuty notifications in the "Priority" volume profile. To add PagerDuty as a Priority App:
Choose the Sounds and Notification listing
Select the PagerDuty app and activate "Priority"
If your phone is running Lollipop or above, we recommend the above steps to avoid missing any push notifications. Note that low urgency notifications will use the system volume even with override system volume enabled.
*Override System Volume has been introduced, removed, and re-introduced due to its experimental nature and breaking changes from new releases of the Android platform. If you don't see the option in the app, make sure you have the latest version from Google Play.
Other sound issues
If you are receiving push notifications but you are unable to hear a sound check the following:
Android requires a sound to be selected for push notifications. To verify a sound has been selected for push notifications go to Settings → Sound & Notification → Default Notification Ringtone and select a sound.
For Android 6.0 and newer, make sure the app is set as a prioritized app in priority mode.
- For Android 6.0 and newer, check to see if the app is being silenced by Doze mode.
Check to see if any other volume-manipulating apps are running.