Push notification troubleshooting

Push notifications are pop-up alerts on your mobile device that display the subject line of an incoming notification that's available in your mobile app inbox. This article provides common troubleshooting tips if you're having issues receiving xMatters push notifications on your Android or iOS device.

Make sure the xMatters app has push notifications enabled.

• Android: In the app, go to Menu > Settings > Notifications and enable push notifications.

• iOS: In the app, go to Accounts > Edit Settings > Notification Settings and toggle Push Notifications. Verify that any High Priority or Critical alert options are configured as required.

Make sure your device settings allow notifications from the xMatters app.

• Android: Go to Settings > Apps > xMatters and ensure that notifications are allowed.

• iOS: Go to Settings > Notifications > xMatters and toggle Allow Notifications, Sounds, Badges, and (if available) Critical Alerts.

Check Do Not Disturb / Focus and paired devices (iOS).

• iOS: Go to Settings > Focus and ensure Do Not Disturb or other Focus modes are not silencing xMatters notifications, or add xMatters as an allowed app.

• If you use an Apple Watch or Bluetooth audio device, note that iOS may route notifications (and sound) to the watch or audio device instead of playing an audible alert on the iPhone. Check notification behavior on the watch or temporarily disconnect it to test.

Make sure the app is on and that you are logged in.

Some Android devices have power saving or security features installed that prevent apps, including xMatters, from running in the background. These power saving or security features may be in an app downloaded from Google Play, or they may appear in apps that came pre-installed from the phone device manufacturer or provider.

Some more general information about this issue can be found in the following external article, with examples for specific phone manufacturers: https://onesignal.com/blog/manufacturers-interfere-with-reliable-notifications/

Please ensure that no other application is preventing xMatters from running in the background.

For more troubleshooting information about installing and using the xMatters mobile apps, see Mobile app troubleshooting.

xMatters internal reference: DOC-5785