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Android - Troubleshooting

OpsGenie uses Google Cloud Messaging(GCM) to deliver push notifications on Android Phones. If you are not receiving notifications, there may be some issues on your OpsGenie setup, GCM network connection and device setup.

When you first open & login to the app you will see a message saying "Device registered to receive notifications". Navigate to Notification Rules > Contact Methods and see if your device listed as enabled below Mobile Apps. If not the registration to GCM services might be failed. Sometimes GCM services are unavailable for short periods of time but app retries to register your device. You can also restart the app to trigger retry manually.

After having your device listed as enabled under "Notification Rules" > "Contact Methods" > "Mobile Apps" you should be able to receive notifications. You should also have your device listed as enabled under Notification Rules > New Alerts to receive notifications when alerts created. You also need to enable New Alerts rule if not.

If you are still not getting notifications, you should check the alert logs. It should state that a push notification sent to you. You can create a test alert and add yourself as a recipient. Wait for 5 - 10 secs and then check the alert logs either from the app or web interface. Navigate to the Alert List, click on the test alert and navigate to logs tab. You should see something like "Tolga Kucuk - Rule[New Alert][Create] -> Sent [mobile] notification to [ja3g - Android 5.1.1 - v2.1.0] on 26.Sep.2015 16:32." If you do not see that, there is a missing point in the setup above. If you see this log and not receiving notifications, there might be an issue with GCM connection or device setup.

GCM service uses TCP 5228 - 5229 - 5230 ports. Your firewall or network environments might be blocking incoming access from these ports.

If your notifications sometimes arrive but sometimes don't your connection might be killed. Your device opens a TCP connection to GCM servers. Android sends heartbeats to the servers for keeping the connection open. If your connection gets terminated by WiFi Router/ISP/Mobile Network Provider, you can't receive notifications until next heartbeat. You can decrease TCP timeout of your router or change heartbeat interval of your device to fix that issue. You can use "Push Notifications Fixer" app from Google App Store to lower the heartbeat interval of your device. You may end up having more reliable notifications, but your battery life might get affected too.

You can also try other WiFi or Mobile networks to check if the network was the issue.

You need to have Google Play Services installed, and you should update it to the latest version. You can check it from Device Settings > Application Manager > Google Play Services to make sure it is there and not turned off or force stopped.

You need to have a Google account setup on your device to receive notifications. Also, you may need to enable syncing with the account.

Under Device Settings > Application Manager > OpsGenie, check Show Notifications checkbox if unchecked. You can also try to uncheck and recheck to see if it is working. If you pressed "Force Stop" Android stops delivering notifications for our app, you should open the app and log in again if you force stopped our app.

Sometimes, especially if you recently updated to Android 6, force closing, clearing data and clearing cache then re-logging into app can fix notification receive issues.

If none of these work you can try to restart your phone. On some cases we saw that does work.

You can also test your Notifications using an app called "Push Notification Tester." This way you may have a clue about where is the issue lying.

Please do not hesitate to contact us if you have any further questions.

Android - Troubleshooting