Troubleshooting for iOS

Opsgenie uses Apple Push Notification service (APNs) and has full support for iOS Notifications. If you think you are not receiving notifications from Opsgenie although you should, there can be a couple of reasons behind it. Make sure that the following conditions are met to be able to receive notifications from Opsgenie:

  • If you are receiving notifications but they do not play sound, please make sure that master sound of your device is enabled, and master sound level is not the lowest and your related sound setting is not Silent.

  • Allow Opsgenie to send you notifications when prompted. Navigate to Settings->Opsgenie on your device and make sure that Sounds, Badge App Icon and Show on Lock Screen are enabled as the screenshot below. If alert style is "None", notifications will not display an alert and will not play any sound.

Notifications
  • Alert style should at least be Banners to be able to see notification alerts when device is not unlocked.

  • Relaunch Opsgenie application. This might solve push identifier changes and Apple push connectivity and registration issues.

  • Your device registers to receive notifications from Opsgenie when you login and displays a toast with message "Device registered to receive push notifications". Make sure your device is listed on Notification Rules > Contact Methods. If not, try relaunching Opsgenie application and check Contact Methods again.

  • Make sure your device is listed and enabled on Notification Rules > New Alert. If not, you can modify from Profile > Notification Rules

  • Create a test alert setting recipient as you from New Alert. If you do not receive a notification after creating a sample alert, please check the logs of the sample alert.

    • If logs do not contain "mobile notification has sent to {your mobile device name}", make sure you have not activated a functionality which may prevent you from receiving notifications such as forwarding to another user, enabling quiet hours, etc. for the time period in which you did not receive notification.

    • If logs contain the log above, please proceed the following steps.

  • Try different connection types like Cellular Data, a few different Wi-Fi networks and try creating sample alert for each.

  • Make sure that APNs can get past your firewall. You can refer to Apple Push Notification Service for detailed information.

  • If any of the steps above do not solve the issue, reboot your device and create a new alert.

  • Although it is a very rare case, if rebooting the device does not resolve the problem, Hard Reseting the device resolves almost all device-related issues. However, apply this as a last resort and we recommend you to backup your data before applying this procedure.

  • Please note that jailbroken devices may have problems with remote notifications and we have no support for JailBreak related issues.

Mobile device management (MDM) restrictions prevent logging in to Opsgenie, viewing a push notification, or acknowledging an alert from your iOS device.

You're getting a push notification for an alert. Still, instead of displaying the message, it says, "The content of this notification is restricted by the mobile device management settings of your organization." on the screen.

Or maybe, you're trying to log in to your Opsgenie from your iPhone, but you're receiving an error message saying: "Your email is not authorized to login Opsgenie on this device. Contact your mobile device management administrator to request access."

This happens when your organization's MDM admin applies an "Enforced login account" rule to your device. This means you can only view push notifications and take alert actions when you're logged in with your authorized email. If you try to log in or view the alert message with an email account previously used on your device in the past, MDM restrictions will automatically apply to your device.

To resolve it:

Log in to your Opsgenie account from a web browser. MDM restrictions are only applied to mobile apps. Once you access your account, disable or remove the contact method for the MDM enrolled device

Last modified on Apr 5, 2021
Cached at 2:11 AM on Nov 27, 2021 |

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