1. A - Push sent out in local time

If you notice that a push wasn't sent out, start by checking the push history list.
You can find it under Users > Push > History.If the status is green, this means that the push was sent to your users properly.Certain notifications aren't errors, especially when it comes to scheduled notifications in local time.

- If the status is blue, this means that the schedule push in local time hasn't been sent out yet. Check the dispatch time you assigned to it and remember that you can't schedule a push in local time for the same day, it has to be scheduled at least a day ahead.

- If the status is purple, this means that the scheduled push in local time is still being sent. It is not yet the designated time for all your recipients, as a result, some of them haven't received it yet.

2. B - Status shows a green badge but the push wasn't received

Remember to check that notifications are authorized on your device :

- On iOS, in your phone settings
- On Android, in the settings section of the application (if you have included this section in your application)

Even then, it can happen that a push showing a green badge wasn't sent out to recipients.

We must remind you that we don't handle the distribution of push notifications to recipients, but only sends on the dispatch request to Apple and Google servers. The request is then put on hold on their servers while waiting for dispatch to the recipients.

3. C - Android - Dispatch error

In the history, your push shows an orange badge and the mention "Push sent out on iOS and with error for Android".

This can mean, either that the Google Cloud Messaging API isn't activated in your Google Developer Console or that there is an error with the Server Key or your project number.

To check, log in to your Google console, select your project and check on your dashboard Google if your project ID match with the Google Console project ID in your back office (Publish > Certificates > Android).

(There can be an API display error on browsers other than Chrome, we therefore recommend that you use this browser for this check up).

4. Android - Verifying the enabled Google API

Once you've checked if your project ID matches the one in your back office, click "Use Google APIs" on Google console dashboard.
Then, check that the Google Cloud Messaging does show in the Enabled APIs board.

5. Android - Verifying the Server Key

In the Identifiers section of the API management click on Server Key to show the detail and check :

- That the displayed API key is identical to the one which shows in your backend in the menu Submission > Certificates > Android > Server Key.

- That you've specified properly the 2 IP below:

213.251.158.192/27
94.23.134.224/27

If one of those conditions isn't met with, click "Regenerate the key" and contact the support team, providing them with the new Server Key (and after having filled in the missing IP if necessary) or Project ID if it doesn't match the one in your back office.

Once the issue is resolved, you will have to regenerate the Android application and send an update to the store, if it was already published.

6. D - Dispatch error on iOS

In the history, your push shows an orange badge and the mention "Push sent out on Android and with error on iOS". This means that there is an error regarding the iOS certificates for your application.

The first thing you need to do is check the validity of your certificates in the menu Submission > Certificates > iOS in your backend. If the certificate is expired, read the online help regarding the update of your iOS certificates and carry on with the process as described.

If the dispatch error on iOS remains with the updated certificates, read on.

7. iOS - Verifying the Push Notification SSL service (Production) in the App ID details

Log in your Apple developer account > Member Center: https://developer.apple.com/account/ios/identifiers/bundle/bundleList.action

In the Identifier section > App IDs, select the App ID of your application as registered in the menu Submission > Certificates > iOS in your backend.
Click on the App ID to display the services.

On the Push Notifications line, only the Distribution column should be "Enabled" with a green badge.
If the Push Notifications line shows the "Enabled" status with the green badge for the first column (Development), or for both columns, this will keep your push from functioning.To fix this, click on the Edit button, and at the bottom of the page look for the Push Notifications line.Delete the existing certificates by clicking on the Revoke button, then select Create Certificate in the Production SSL Certificate section. Then follow the online help regarding the update of iOS certificates, starting with step 4.

You don't have to regenerate your iOS application nor do you need to submit an update of your application to the App Store after your certificates are updated.

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