The following issue has occurred: Push notifications are not being received on certain devices. What could be the possible causes? Push notifications are being sent from our own server, and we are receiving normal responses from APNs.
Users have confirmed that notifications are enabled on their devices, and they report no network issues. This problem is occurring for multiple users.
There could be many reasons a push is not "received". There could be network problems reaching APNs (even if they have connectivity otherwise), they may have inadvertently turned off notifications for your app, or are sending them to the daily summaries instead, and so on.
Also, how are you determining that the notification is not received? Is it user anecdote, or do you have a mechanism that is reporting notifications being received? What is that mechanism?
If you can share the apns-id of a push notification that is reportedly not received, we can check what may have happened to it.
Argun Tekant / DTS Engineer / Core Technologies
Dear Argun Tekant
Thank you for your response and for the helpful insights.
We have determined that the notifications should have been successfully delivered but were not received, based on the following information:
Our server received a successful response from APNs when the notification request was sent.
The user has confirmed that notifications are enabled for our app on their device.
The user reported performing the action that triggers the notification three times, and on all three occasions, the notification was not received.
→ Based on this, it is unlikely that the issue is related to network connectivity.
The user also reported that the app icon badge did not appear on any of those three occasions.
Unfortunately, we did not set the apns-id option at the time, so we are unable to provide that information. Would it be possible to investigate the issue using the device token and the timestamps of when the notifications were sent?
We appreciate your continued support and guidance. Best regards, Ryo
Even if you don't set the apns-id, the request will be assigned one and it will be in the response. So, by just logging that info in the future, you can track those ids.
We can investigate with the device token and the exact timestamp (including Time Zone) if you can share that.
Thank you for your response.
We will make every effort to add apns-id logging functionality as soon as possible.
Before we proceed with sharing the device token, we would like to confirm whether it is appropriate to post it in this space. We are concerned that someone with access to this thread might misuse the token to send unauthorized push notifications. If you recommend sharing it via email or another secure method, please kindly let us know the preferred way.