If you are having problems receiving mobile app messages, read the list of items to check.
- Account must be enabled for mobile app messages. Verify mobile app enablement in Acoustic Campaign. In the toolbar, go to Content > Mobile Messages. If this menu is not visible, open a case with Customer Support for enablement.
- Account must have a mobile app-enabled database with appropriate permission set for each user that uses the mobile app feature.
- Certificates must be appropriately configured. You must follow the Acoustic documentation for APNS, FCM on initial setup.
- Recipient must have the push notifications enabled for the app. The mobile app message recipient needs to go into Settings > Notifications on their device and check that push notifications are turned on for the application in question.
- 5. Recipient must have a valid consent record. Ensure that your mobile app message recipient has successfully opted into your Acoustic Campaign database via a successful registration of the app and has a valid consent record. Have the recipient reinstall the app to verify successful registration.
- Ensure your mobile app message recipient’s Mobile User ID (MUID) matches the appKey for the app installed. If the Mobile User ID and appKey do not match, your Push recipient needs to uninstall and reinstall the app.
- Ensure that your mobile app message recipient is successfully included in your query parameters and is added to your query and/or program.
- For a new app release, make sure the appKey is correct. Once delivered, attempting to change it in an update causes delivery issues for users who have already downloaded the app.
Cannot receive messages on an iOS device
When mobile app messages are not delivered on iOS, you may see errors, such as BadDeviceToken, DeviceTokenNotForTopic, or BadCertificate.
- The iOS certificate has expired, is invalid, or has been revoked. (403 errors)
- The p12 or p8 has expired, is invalid, or has been revoked. It needs to be regenerated.
- The p12 or p8 is generated using a third-party tool instead of the Apple site.
- The p12 or p8 does not contain a Production-friendly name.
- The appKey is incorrectly associated to Development or Production environment.
- Development appKeys are not associated with Development.
- Enterprise appKeys are not associated with Production.
Note: The Development certificate should be specified for Development Apps and the Production certificate for Production Apps only. If you are using an Enterprise certificate, you will need to choose Production. - The iOS token is invalid, or is mismatched. (400 or 410 errors)
- The
.pem
certificate may be wrong. - The
BundleId
may be wrong. - The
DeviceID
may be wrong.
- The
Cannot receive messages on an Android device
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:
- 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.
- 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.
For Firebase Cloud Messaging (FCM), ensure that the Sender ID is set correctly. You can check the Sender ID by Postman or cURL. If invalid, the appKey needs to be reconfigured.
Android devices does not receive a mobile app messages but the messages show in the app's inbox
This issue affects messages that are created with the Inbox template. It is caused by a mismatch between your Google Cloud Console and the corresponding details setup in Acoustic Campaign. To resolve this issue, verify that you correctly specified your Sender ID as detailed in the Google Cloud Console. In Acoustic Campaign, go to the mobile app Development menu and update the app with the appropriate Google API Key.
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