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Troubleshooting Broadcast Push Message

Steps Summary

  1. Checking push message date/time
  2. Checking push message/consumer tags
  3. Checking if consumer is synced to the notification hub
  4. Making sure the device notification setting for the app is turned on
  5. Blackout Period
  6. Partition Delay

1. Check push message date/time setting is correct

Path: Merchant level user > List View > (Your broadcast push message) > Message Details

1.1 If you have selected platform time zone settings 

ss__2017-02-23_at_11.40.05_.png

  1. “Start Date and Time” should reflect when you want the push message to be sent out
  2. Corresponding Platform Timezone should be shown (in this case NZ Standard Time)
  3. Blackout period is shown (look at “5. Blackout Period” for more information)

1.2 If you have selected consumer device time zone settings

ss__2017-02-23_at_11.40.22_.png               

  1. “Start Date and Time” should reflect when you want the push message to be sent out
  2. Consumer’s Device Time Zone should be shown

Note: Both time zone settings will be affected by the blackout period

2. Check Tagging

The example tag used for this is BroadcastTest > BroadcastTest

2.1 Checking if consumer has the correct tag

Path: Owner level user > Consumer Search

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  1. Search for the consumer with partial name
  2. Click on either the consumer id or username

ss__2017-02-23_at_01.54.26_.png

  1. Navigate to User Details tab
  2. Look for the correct tag under the consumer’s “Current tags”

2.2 Checking if broadcast push message has the correct tag
Path: Merchant level user > List View > (Your broadcast push message) > Filter

ss__2017-02-23_at_02.12.12_.pngCheck if the correct tag value is there.

3. Check if the consumer is synced to the notification hub

3.1 Make sure your consumer has the correct token. APNS for apple and GCM for android.

Path: Owner level user > Consumer Search

ss__2017-02-23_at_01.48.05_.png

  1. Search for the consumer with partial name
  2. Click on either the consumer id or username
  3. Take note of your consumer id and APNS/GCM token for 3.2

An example of an APNS token:

ss__2017-02-23_at_02.54.31_.png

An example of a GCM token:

ss__2017-02-23_at_02.54.42_.png

3.2 Check if the consumer is synced to the notification hub

Path: Owner level user > Developer Tools > Notification Query Hub Tool

APNS example:

ss__2017-02-23_at_03.23.25_.png

  1. Put your consumer id into the search string box
  2. Click Query
  3. “DeviceToken” should match your APNS token from 3.1

GCM example:

ss__2017-02-23_at_03.25.08_.png

  1. Put your consumer id into the search string box
  2. Click Query
  3. “GcmRegistrationId” should match your GCM token from 3.1

4. Make sure the device notification setting for the app is turned on

On the consumer device, check under the device settings that receive notification for the app is allowed.

Android phones: Settings > Manage apps > (Your app) > Notification settings (on)

iOS phones: Settings > Notifications > (Your app) > Allow notifications (on)

Note: For android users the pathing could differ slightly due to different software suites from android vendors (e.g. EMUI (Huawei), HTC Sense (HTC))

5. Blackout period

This is a timeframe where push messages are not sent out and this setting is configured by Plexure as request by the client.

Ways to check this time period:

  • Blackout time period in platform time zone push message (1.1 3)
  • Log a ticket via the Plexure support portal

6. Partition Delay

Consumers targeted are evenly spread out within a time frame to receive the push message. The average partition delay timeframe is around 15-60mins and this is configured by Plexure in proportion to the amount of consumers the client has. This delay would be defaulted by Plexure but could be change on negotiation.

An example would be if the partition delay of 15mins for Client XYZ then a broadcast push message could take up to 15mins from the start date/time to fully sent out to all consumers targeted.  

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