Mobile app: connectivity issues and device registration problems

Question

Why am I not receiving push notifications in the xMatters mobile app, even though I can log in and select a device to register?

Environment

All versions of the xMatters mobile app

Answer

This issue occurs when the mobile device fails to connect properly with Firebase, which is used by the xMatters app to send push notifications. It is typically caused by the device's network, security, or settings configuration and is not related to the app itself. When this happens, users can still log in to the app and select a device to register, but the registration does not complete successfully. As a result, push notifications are not delivered.

Troubleshooting Steps

If a user reports this issue, try the following:

1. Check the network connection: Ensure the device is not connected to a restricted network, VPN, or firewall that blocks access to Firebase URLs.

2. Try a different network: Log in again using cellular data or a different Wi-Fi network (for example, a home or café network) to rule out network restrictions.

3. Check for installed restrictions: Confirm that no apps or profiles (such as AdBlockers or Mobile Device Management (MDM) tools) are limiting access to external URLs.

4. Identify the device type: Determine whether the device is corporate-issued or personal. Corporate-managed devices may have security policies that block communication with Firebase.

5. Test with another device: If possible, log in to the xMatters app from a different device to see if registration and push notifications work as expected.

6. Verify device status in xMatters: Check if your device is marked as 'Not Tested' in the xMatters interface, which may indicate registration issues.

7. Review notification settings: Ensure your device settings allow notifications from the xMatters app and that no spam blockers are intercepting them.

8. Check contact information: Verify that your contact information and device settings in xMatters are accurate and up to date.

9. Reinstall the app: If the issue persists after trying the above steps, try reinstalling the xMatters mobile app, which can often resolve notification problems.

Note: If this issue occurs with one device, it will not impact any other existing devices and their settings. If your device becomes inactivated, you may need to reactivate it through the web interface or contact support for persistent issues.