Problem sending Push notification in IOS

[Alexius]

Hello,
I am trying to send push notification to ALL ios devices (6 total), but none of the devices does not receive it.

When I am trying to send it segment to Version, it works.

Is there any performance issue to your servers?
Thank you

[Anton Sotirov]

Hello Alexius,

Thank you for contacting us.

We are not aware of any performance issues with the sending of push notifications at this stage. Still, we will need to check our logs in order to say what could have gone wrong on your side. For this purpose, can you please provide an 'Id' of a push notification that is sent to ALL iOS devices, but hasn't been received by any of them?

We hope your cooperation will help us pinpoint the issue and solve the matter.

Regards,
Anton Sotirov
Telerik

 

 

[Alexius]

Hello Anton,
Thank you very much for your reply.

I tried to send push notification with 
Id: 2c183420-55db-11e4-b869-d73fc06d4ecb and
Id: 662a7d80-59b9-11e4-8689-6dd724801c44 to every device, but none of the devices received it.

Then I sent 
Id: 5be4fd50-55db-11e4-b869-d73fc06d4ecb segment to my iphone, and I received it.
Also I sent Id: 85ea6f90-55db-11e4-b869-d73fc06d4ecb segment to 4 devices and also received. But every time that i'm trying to send it to everyone my devices don't received it.

Is there any problem with your services when there are more than 10 devices? 

I am waiting for your reply.

Thank you,
Alexius

[Lyubomir Dokov]

Hi Alexius,

Can you give me the whole filter you use, the one that is not working (e.g. notification is not received on any device)?

There should be no problem with either 10 or 1000 devices, we do not have any limits on that number.


Regards,
Lyubomir Dokov
Telerik

 

 

[Alexius]

Hey Lyubomir 
The one that doesn't work, is without any filter. I send push notification to "everyone". And no-one receive it. With segments filter (Platform Version) , it works. With the option "Everyone" it doesn't. And it seems that is yours problem, since I can receive a segment.

[Alexius]

Dear Lyubomir, Anton

One the reasons that we are paying for Telerik is not its price which is not low at all BUT the ease of integration with backend services. I have an app paied by a client and I will be forced to pay him back because by 99,9% YOU have a problem. I need this resolved immediately because I cannot afford to loose clients and money for such kind of reasons.

Best regards,
Alexius

[Lyubomir Dokov]

Hello Alexius,

We tested the push notifications and they seem to be working fine, whether we send to all devices or to a segment. This does not mean we do not have a problem, it just means it is probably something specific for your project.

Can you please tell me the project you use to send the push notifications(the name of the project is enough if you do not want to put your API key here)? I will search the logs and try to find what is happening.

Regards,
Lyubomir Dokov
Telerik

 

 

[Alexius]

Dear Lyubomir, Anton 
The name of the backend project that sends the push nofitications is " push notifications " and the app that receives them is "NOMISMA".

Best regards,
Alexius

[Lyubomir Dokov]

Hi again Alexius,

It would also be useful if you could tell me how you define the push notification: are you sending "Broadcast" or "Platform specific" push notification?

Thanks.

Regards,
Lyubomir Dokov
Telerik

 

 

[Alexius]

I am sending "Platform specific" . First on Android and then on IOS. 

My Android device also sometimes doesn't receive the push notification.

[Anton Dobrev]

Hi Alexius,

I am sorry to hear about the issue you are experiencing and I can fully understand your frustration with this matter. We are eager to help you investigate the issue on your side and resolve it. We appreciate your ongoing cooperation and the information you are providing.

We verified the logs for the notification Ids you provided. According to them - 2c183420-55db-11e4-b869-d73fc06d4ecb and 662a7d80-59b9-11e4-8689-6dd724801c44 were both sent without any problems to 4 devices - yet this does not mean that they were delivered to the respective devices, but means that they were sent to the vendor-specific servers (Apple Push Notifications Service for iOS and Google Cloud Messaging for Android) which account for delivering them to devices. That is why I will again ask you for a little bit more information about the issue. Could you please elaborate on the following:

• Are notifications sent via the "Broadcast" option delivered to all devices?
• Is there any difference if the application is in the foreground/background - I'd suggest that you put the app in the background on all testing devices and send a notification to all of them. If the delivery is successful - continue with the app in foreground (note that you need to enable the notifications again on the device and update the device's registration when the app is cold-started).
• Could you confirm that  the following behavior persists - a device that does not receive the notification broadcasted to all yet receives the notification specifically targeted to it in a near moment in time?
• Could you observe a certain pattern connected to the devices' platform, OS version, etc.

Unfortunately, until we are not equipped with enough information to reproduce the issue locally, we cannot be exactly specific about the root cause of it and the resolution. Once again I'd like to thank you for your cooperation and patience. I look forward to your reply.

Best regards,
Anton Dobrev
Telerik

 

 

[Alexius]

Dear Anton, first of all thank you for your reply.

I send
Id: 054ea860-5df1-11e4-8e0b-518aba25c08a
Type: Broadcast
Send to:Everyone

- Two IOS devices DIDN'T receive it.
- Android Device 4.3 receive it
- Android Device 4.2.2 DIDN'T receive it
- Android Device 2.3.6 DIDN'T receive it

I send
Id: 30fe4b60-5df5-11e4-8e0b-518aba25c08a
Type: Broadcast
Send to:Everyone

- Two IOS devices DIDN'T receive it.
- Android Device 4.3 receive it
- Android Device 4.2.2 receive it
- Android Device 2.3.6 DIDN'T receive it


I send
Id: a1208070-5df5-11e4-8280-3d9a2ceb4750
Type: IOS, Android
Send to: Devices that match all of the following:PlatformVersion is 2.3.6
- Android Device 2.3.6 received it


I send 
Id: a2d152d0-5df7-11e4-8e0b-518aba25c08a
Type: IOS
Send to:Devices that match all of the following:PlatformVersion is 7.1.1
- IOS device 7.1.1 received it.


I send 
Id: 9bac4b30-5df8-11e4-8e0b-518aba25c08a
Type: IOS
Send to:Devices that match all of the following:PlatformVersion is 7.1.2
- IOS device 7.1.2 received it

As you can see, Segment push notifications work. But when i am sending via Platform Specific or Broadcast to EVERYONE, none of the ios devices receive a push notification and also some of the android devices.


How is that possible?

Best Regards,
Alexius

[Anton Dobrev]

Hello Alexius,

Thank you for getting back to us with this information and for taking time to verify the matter on your side. The provided material seems to be sufficient for us to investigate the issue on our side and provide a proper and robust resolution. Nevertheless we will need some time to do this and will keep this thread posted with the progress of this task. 

Once again I'd like to express our gratitude for your cooperation and patience. Also, I'd like to offer our apologies for any inconvenience caused. 

Do not hesitate to contact us in case of further questions or suggestions.

Best regards,
Anton Dobrev
Telerik

 

 

[Anton Dobrev]

Hi Alexius,

We identified an issue that could degrade the performance of broadcasted push notifications in certain conditions which was obviously the issue on your side. The issue is now addressed and an optimization was introduced on the Live environment. You should not experience such issues in the future. We will appreciate if you could verify this for your app and share the results with us.

I updated your Telerik Points as a small token of gratitude for your cooperation on this matter.

Let me know if you have further questions or suggestions.

Regards,
Anton Dobrev
Telerik