If you are not receiving push notifications on your mobile app, follow these steps to diagnose the issue or gather the logs needed for support.

Verify device settings

Before troubleshooting the application, ensure your device is configured to allow notifications:

• Enable system-wide notifications for your device.

• Enable notifications within the Nx Mobile app settings.

• Assure the User also was included in the applicable Rules Configuration

• Test the connection on both Wi-Fi and cellular data to rule out network-specific restrictions.

Generate and analyze logs

To find where the notification breakdown is occurring, enable debug logging and trigger a test event.

Step 1: Enable debug logging

1. Open your server management interface and enable Server DEBUG logging.

2. Open the Mobile application and enable Mobile DEBUG logging in the app settings.

Step 2: Create and trigger a test rule

1. Create a temporary rule in your server settings. Set this to trigger on any easily repeatable event: 
   For example a Soft Trigger >>> Send Mobile Notification. 

2. Trigger the event to activate the rule.

3. Open the Media Server Event Log to verify that the server registered and executed the rule.
   The Event Log can be accessed via the Site Administration menu (Ctrl+Alt+A), tab General. 

Step 3: Check the server response

Open the server debug logs and search for the push notification command sent to the Cloud service. It should look like this:

DEBUG nx::vms::server::event::PushManager::Pipeline(0x7f10f00a4b20): Send to https://<cloudUrl>.com/api/notifications/push_notification:

• If you see a 200 OK response but still do not receive a notification, the server successfully contacted the cloud. Please escalate the issue to your authorized reseller. If you are an authorized reseller, contact the Nx Support Team.

• If you see an error code or no response, check your server's internet connection and firewall settings.

Contact support

If the issue persists after completing the steps above, and you want to escalate the issue. Please help us to investigate the issue quickly, and include your mobile and server logs along with the following details:

• The results from your log analysis (including whether you received a 200 OK response)

• The Media Server Debug logs, and the Mobile Log ID. 

• Device model and OS version (for example, iPhone 15, iOS 18)

• Server OS and version (for example, Ubuntu 24.04)

• Media Server and Mobile app versions and build numbers

• Connection type used during testing (Wi-Fi or cellular data)

• Cloud System ID

• The email address of the affected Cloud account