There might be a number of reasons why the device is not receiving a message or notification. The reasons might be that the push notifications are disabled for the application, an incorrect Sender ID is set in the MceConfig.json file or an incorrect FCM API Key was uploaded to Acoustic Campaign.

First, verify that the message or notification was sent and the mobile user is in your mobile app database. The system should report that a mobile message was sent to the device. Then, troubleshoot the issue by using the following information.

Push notifications are disabled in the app

To resolve this issue, ask the user to confirm that notifications are enabled for this app.

When the user installs the app, they can disable notifications on the device. This setting controls if the user sees the notifications in the notification drawer when the message is received. The console reports that a message was sent to this device because Acoustic Campaign has a valid token for the mobile user's device and sends the message.

Incorrect Sender ID is set in the MceConfig.json file

To resolve this issue, request the Acoustic Support team to trace the push.

Acoustic identifies the issue through Support. Acoustic Support traces the message to verify that the app is registered with the Google Push Service, that is, it received a registration ID from Google. Google returns an error message that contains "error":"MismatchSenderId".

This error indicates that there is an issue with the FCM API Key that the mobile app developer uploaded to Acoustic Campaign. Even though Acoustic sees the report that shows the message was sent and the system sent the notification to Google, Google rejected it because the API key was wrong.

Incorrect FCM API Key

This issue is identified when we ask the MCE team to trace the message to verify that the app is registered with the Google Push Service, that is, it received a registration ID from Google. Google returns an error message that contains 401 Unauthorised.

This error indicates that there is an issue with the FCM API Key that the mobile app developer uploaded to Acoustic Campaign. Even though Acoustic sees the report that shows the message was sent and the system sent the notification to Google, Google rejected it because the API key was wrong.

The solution to this issue might be one of the following items:

1. The FCM API Key was incorrectly added to Acoustic Campaign. To resolve this issue, update appkey with the correct FCM API Key. When the mobile app developer creates the app key in Acoustic Campaign they should enter an API key that is provided by Google. Acoustic does not validate this key. It is only when Google rejects the API call that we can tell if the key is incorrect.
2. An incorrect type of FCM API Key was generated. To resolve this issue, verify that the developer created a correct API key in their Google Developer Console. When the mobile app developer generates a FCM API Key, the developer is presented with options on the Credentials page in the Google Developer Console. Select Server key. If this option is not selected, then the Google API rejects the call from Acoustic Campaign.