Push notifications work in DW spectrum but not Wisenet Wave

Answered

Calvin Wientjes

February 18, 2022 19:21

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I install either DW spectrum or Wisenet wave for customers depending on whether or not they need Hanwha analytics since they’re only available in Wisenet Wave. For all others DW licenses are cheaper for the same thing. Push notifications work for me on my DW spectrum system at home. I can’t get push notifications to work on any of the Wisenet Wave systems I’ve installed. All settings are identical to the working rules on DW. Event log shows events triggering and says mobile notification on the action. The one thing I’m wondering that could cussed problems. I’m the cloud account system owner in all these systems. I used the same email for my DW spectrum Cloud account and my Wisenet Wave Sync account. Is that a potential reason for mobile notifications not to send in my Wisenet systems. They won’t send to my account or the customers cloud accounts on their phones either. All notifications are turned on in the mobile apps

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  Norman

  • Network Optix team

  June 15, 2022 09:14

  Hi Calvin Wientjes,

  My apologies for the delay in my response, we made some changes in the support community which caused that we overlooked some topics.

  Do you still need support on this matter, or did you already escalate this through Hanwha?

  In case support is still required, please share the following information;

  1. Version and Build of the DW Spectrum mediaserver, desktop client, and mobile client.
  2. Version and Build of the Hanwha Wave mediaserver, desktop client, and mobile client.
  3. OS version of the mediaserver application.
  4. Is it Android or iOS specific or applicable to both?
  5. The specific rule that has been set up to receive the notifications.

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  Calvin Wientjes

  June 15, 2022 11:01

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  No I figured it out. You have to use separate accounts for the system owner to get push notifications on both systems. Once I created a new wave account with a different email address and switched the systems owner over to that it started working.

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  Norman

  • Network Optix team

  June 16, 2022 07:01 Edited

  Hi Calvin Wientjes,

  Thank you for the feedback. To be honest, I do not know what behavior to expect in such case, but I'll discuss it internally.

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