Troubleshooting Push Notifications

If you did not receive a push notification when testing push notifications, use the following procedure to troubleshoot:

  1. In System Console > Environment > Logging > File Log Level (or System Console > General > Logging > File Log Level in versions prior to 5.12) select DEBUG in order to watch for push notifications in the server log.

  2. Delete your mobile application, and reinstall it.

  3. Sign in with “Account A” and confirm you want to receive push notifications when prompted by the mobile app.

  4. On desktop, go to Account Settings > Security > View and Logout of Active Sessions and check that there is a session for the native mobile app matching your login time.

  5. Repeat the procedure for testing push notifications.

  6. If no push notification appears go to System Console > Server Logs and click Reload. Look at the bottom of the logs for a message similar to:

[2016/04/21 03:16:44 UTC] [DEBG] Sending push notification to 608xyz0... wi msg of '@accountb: Hello'

  • If the log message appears, it means a message was sent to the HPNS server and was not received by your mobile application. Please contact support@mattermost.com with the subject “HPNS issue on Step 8” for help from the commercial support team.

  • If the log message does not appear, it means no mobile push notification was sent to “Account A”. Please repeat the process starting at step 2 and double-check each step.

  1. IMPORTANT: In order to conserve disk space, once the issue is resolved, go to System Console > Environment > Logging > File Log Level (or System Console > General > Logging > File Log Level in versions prior to 5.12) and select ERROR to switch your logging detail level from DEBUG to Errors Only.

  2. If push notifications are not being delivered on the mobile device, confirm that you’re logged in to the Native mobile app session through Account Settings > Security > View and Log Out of Active Sessions. Else, the DeviceId will not get registered in the Sessions table and notifications won’t be delivered.