Android 13 Notifications not working

Completed

jaimit24

January 05, 2023 11:12

Hi,

I've got a client that upgraded from a Google Pixel running Android 12 with notifications working perfectly.
They've upgraded to a Pixel 7 Pro which is running Android 13, since then, notifications just don't seem to be coming through.
When tested with other users on the same systems, they're getting all test notifications sent out.
Any ideas would be greatly appreciated.

Many thanks.

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• 

  Norman

  • Network Optix team

  January 05, 2023 11:42

  Hi Jaimi,

  Please check the version of the Nx Mobile application.
  Android 13 is supported from v22.5.36150 onwards and might have issues in previous versions.

   

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• 

  jaimit24

  January 22, 2023 12:44

  Hi Norman,
  That is the version that the phone is running.
  Any further suggestions that you may be able to suggest?

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• 

  Norman

  • Network Optix team

  January 23, 2023 08:15

  Hi jaimit24,

  Please check THIS community topic where the same issue has been reported.
  Can you also enable VERBOSE (DEBUG2) logs, reproduce the issue, and share the log ID?
  Once done, you can revert the loglevel to NONE.

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• 

  jaimit24

  January 23, 2023 08:28

  Hi Norman,

  Please see the logs..
  9054cf06-2bf4-4667-bb62-b9f08103e5a0

  I enabled the logging, triggered an event that went through to another phone. This phone did not receive it.

  Please let me know if you need anything further.

  Many thanks.

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• 

  Norman

  • Network Optix team

  January 23, 2023 08:37

  Hi jaimit24,

  That was quick! Thanks. Really appreciated.
  I have shared the log ID with our team and I hope to provide an update, or even better, a fix, as soon as possible.

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• 

  Norman

  • Network Optix team

  January 31, 2023 11:44

  Hi jaimit24,

  So far, our developers couldn't find anything in the logs that were created.

  Could you try some things:

  1. Go to system “App info” and try to turn off option “Remove permissions if app is unused”, then try to turn off/on notifications in the mobile client app and check if it helps

  2. If not, please try clean data and cache in the app system settings

  Please let us know the results.

  If this doesn't solve it, we need ADB logs from the phone directly as described here: LINK

  For the right instructions, please scroll down to the section:

  Collect the Nx Mobile Debug Log with Device System Log

   

   

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• 

  Norman

  • Network Optix team

  February 15, 2023 08:00

  Hi jaimit24,

  I hope this message finds you well. I am following up on the issue you reported previously to see if it is still relevant. We want to make sure that we provide the best possible support and assistance to our valued customers, and I would appreciate it if you could confirm whether the issue you experienced is still ongoing.

  If you are still experiencing the issue, please let me know and provide the information as requested above so that we can work towards finding a resolution as soon as possible. If the issue has been resolved, please do not hesitate to let me know as well.

  Thank you for your time and cooperation. I look forward to hearing back from you soon.

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• 

  jaimit24

  February 15, 2023 10:48

  Hi Norman,

  Yes, still experiencing the issue.
  Just haven't had the chance to go through the quite complex log gathering process.
  Hopefully it won't be too much longer.

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• 

  Norman

  • Network Optix team

  February 23, 2023 11:47

  Hi jaimit24,

  Another customer reported the same issue, but just reported the issue was resolved after a software update.
  Could you check if the are updates are available for your phone, and after the update the issue was resolved?

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• 

  jaimit24

  February 23, 2023 13:01

  Thanks for getting back to me.
  I was actually able to resolve the issue yesterday by clearing the cache and app data within the phone.
  I guess is that the appdata was corrupt in some way when the transfer to the new phone occurred.

   

  Many thanks for all of your help on this.

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• 

  Norman

  • Network Optix team

  February 23, 2023 13:18

  Thank you for the update jaimit24.
  I'm delighted to read it has been resolved.

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