Functionality Issues

You might not be receiving mobile app messages due to some functionality issues in Acoustic Campaign.

Why can I not receive mobile app messages on any device?
If you are having problems receiving mobile app messages, read the list of items to check.
Why can I not receive mobile app messages on Android?
Some Android devices are defaulted to globally disable mobile app messages due to battery considerations. The recipients need to review their device settings, and manually modify them to receive mobile app messages.
Why can I not receive mobile app messages on iOS?
If you are not receiving mobile app messages, ensure that the certificates are appropriately configured.
Why is the Android emulator not receiving the push token?
The emulator must enable the Google APIs for Google Play services. To resolve this issue, the mobile developer must create an emulator that uses Google APIs as the target OS. Also, when the mobile developer sets up the emulator, make sure that the Android Virtual Device (AVD) uses a target with Google APIs enabled.
How do I debug an Android device that is not receiving mobile app message notifications?
Before your device can receive mobile app message (push) notifications, the app must be configured correctly and devices must be able to receive notifications. Review the possible causes.
Why are Android devices not receiving mobile app messages but the messages show in the app's inbox?
This issue affects messages that are created with the Inbox template. It is caused by a mismatch between your Google Cloud Console and the corresponding details setup in Acoustic Campaign. To resolve this issue, verify that you correctly specified your Sender ID as detailed in the Google Cloud Console. In Acoustic Campaign, go to the mobile app Development menu and update the app with the appropriate Google API Key.
Why am I not receiving a mobile app message that was sent to an Android device?
There might be a number of reasons why the device is not receiving a message or notification. The reasons might be that the push notifications are disabled for the application, an incorrect Sender ID is set in the MceConfig.json file or an incorrect FCM API Key was uploaded to Acoustic Campaign.
Why can I not receive mobile app messages on my iOS device?
Currently, iOS 10 devices have a defect that occurs when a mobile app user force quits the iOS app. Devices with iOS 11 appear to behave similarly. As a result of this, mobile app users might not receive messages with the content-available flag after they force quit the application. These messages include silent data pushes, in-app messages, and simple messages that contain multiple actions. Mobile app users can receive messages again after they reopen the mobile app.
Why are images in mobile app messages showing on some devices and not on others?
The image might be too large. When you run a mobile app message with an image, make sure that the image resolution is not more than 600x300 or more than 40 kb in size.
Why do I see my device unregistered?
Reinstall and upgrade the app to the latest version on your device to restore the token. This brings the device to a registered state.

Parent topic: Troubleshooting Mobile App Messages