Just added video and am still getting it adjusted correctly, but in the mean time, no matter what we do, one of the two phones listed to get notifications never gets video push notifications. I see the phone names (both are iphones) but am not sure what we’re missing. Both phones have the same settings on the phone and on alarm,.com.
Of the two, one phone does receive the push notifications correct?
The first thing to check is to verify that push notifications are toggled on in the Customer app associated with the phone not receiving the Push notifications. To check, log in to the mobile app on the phone:
- Tap Menu.
- Tap Notifications.
- Verify Push Notifications is toggled on.
- If it is toggled off:
- Tap the toggle switch to toggle it on.
- Verify that it is added as a recipient to the notifications customers want push notifications for.
- Allow a few minutes for it to save, and then test the notification.
- If it is toggled off:
If that’s already enabled, or does not resolve the issue, the next thing you will want to do is:
- Power Cycle the phone
- Toggle Enable Notifications in the app for the device
- Click on Notifications,
- Click on the Push Device
- Toggle Enable Notifications to Off and wait 5 minutes
- Toggle Enable Notifications to On and wait 5 minutes then test. Any change?
Still no luck. Not sure what the deal is. Both phones have exactly the same settings on the alarm.com app and both are exactly the same on the website notifications list.
What model of iPhone are they and what OS?
Does the phone get any notifications? If you create a separate test notification for anything, like sensor activity, and just select the one phone which isn’t receiving the video notifications, does it work?
Still no luck. Both phones are using the same IOS. Both are 8’s. I even just tried uninstalling the app and adding it back on without using the old settings. Nothing.
Does that other phone get push notifications for any other apps?
Yes it does. The other phone is used by my wife. She has several apps that do give her push notifications. Alarm.com does for everything too except for video.
She has several apps that do give her push notifications. Alarm.com does for everything too except for video.
So the phone in question does get push notifications through Alarm.com, just not Video related ones. Is that correct?
If so, login to your Alarm.com account:
- Click on Video
- Recording Rules
- Edit the recording rule,
- Click the Edit Pencil
- Remove the recipient phone having issues.
- Then Save Rule
- After saving, wait ten minutes.
- Then re-add the phone back into the recording rule.
After adding it back in, test. Any change?
That didn’t work either. Tried 5 minutes in the past and 45 minutes this time after your recent email.
Thank you.
Of the two devices under Notifications > Push Devices, which is the device that is not receiving the notifications? It looks like you have 3 iterations of one of the Push devices as well, you will want to remove any unnecessary devices.
After trying all of the above, you will want to Refresh the device having issues. Both the Alarm.com Website and Mobile App are used in this process. To do so:
- Disable push notifications on the mobile device:
- Log into the Mobile app.
- Tap Menu
- Tap Notifications.
- Tap the Push Notifications toggle switch so it is toggled off.
- Verify that push devices are disabled from the Alarm.com Website:
- Log into the Alarm.com Website.
- Click Notifications.
- Click Push Devices.
- Click the desired push notifications device.
- Click Delete.
- In the popup window, click Delete.
- Once push devices are verified to be disabled on the Alarm.com Website, reenable push notifications on the mobile device:
- Log back into the Alarm.com mobile app.
- Tap Menu.
- Tap Notifications.
- Tap the Push Notifications toggle switch so it is toggled back on.
- Verify the push devices are showing on the Push Devices user again from the Alarm.com Website:
- Log back into the Alarm.com Website.
- Click Notifications.
- Click Push Devices.
- Click the desired push notifications device.
- Verify Enable Notifications is toggled on.
- Rename the device, if desired, then click Save.
- Add the push device as a recipient to desired notifications and/or Recording Rules.
- Test push notifications by triggering the action that generates the notification.
Please follow the above steps in order. Once complete test for resolution and let us know.
Some additional questions:
- What IOS version is the phone on?
- Is the phone on a battery saving/low power mode?
- Do you have any extra security applications installed on the phone?
Another thing to test here:
Trigger a Recording Rule that the phone is set as a recipient on. Do this while the Alarm.com app is open/pulled up and see if that phone gets a push notification. Does it get the push notification with the app open?
It finally appears to be working correctly after following the directions you posted with deleting the phone. Funny thing is I tried that before but maybe missed a step.
Thank you!!
Glad to hear it! The full refresh steps above include some things that were already tried but doing all of them in order, back to back can resolve some issues.