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How do I troubleshoot Push Notification issues with the ForgeRock Authenticator on iOS devices?

Last updated Mar 3, 2022

The purpose of this article is to provide troubleshooting advice for Push Notification issues on iOS® devices using the ForgeRock Authenticator app or the ForgeRock Authenticator SDK. This information applies to ForgeRock Identity Cloud and AM users.


Overview

If you are experiencing Push Notifications issues when using the ForgeRock Authenticator for iOS, perform the following steps:

Check the WiFi or cellular connection

A weak WiFi or cellular data connection can delay or prevent you from receiving a Push notification.

On iOS devices, notifications are sent from Amazon SNS to the Apple Push Notification service (APNs).

The APNs send the notification to the registered device over a mobile data or WiFi network.

Ensure Push notifications are enabled

If you are not receiving push notifications, you may have chosen not to receive notifications when you installed the ForgeRock app.

The first time a push-enabled app registers for push notifications, iOS asks if you want to receive notifications for the app.

Once you select an option, the option does not appear again unless you restore the device or uninstall the app, wait at least one day, and re-install the app.

To check if Push Notifications are enabled for the ForgeRock Authenticator, follow these steps:

  1. On the iOS device, open Settings.
  2. Select Notifications.
  3. Scroll down and select Authenticator.
  4. If the Allow Notifications box is checked, uncheck and then re-check it. If the box is not checked, check it. Verify that notifications are configured the way you want.
  5. Fully close the ForgeRock Authenticator app.
  6. Open the ForgeRock Authenticator again.

Check the Focus mode

Focus is an evolution of the Do Not Disturb mode available prior to iOS 15.

Focus includes many settings that allow you to filter notifications by app and contacts.

If Focus mode is enabled, notifications might not show up on an iPhone.

To check if a Focus is turned ON:

  1. Open the Control Center and see if Focus mode is enabled.
  2. To allow notifications for the ForgeRock Authenticator, turn Focus mode Off. In the Allowed Notifications panel, under Apps, change the Settings > Focus > [Focus name].

Restart the iPhone

If Push notifications are still not working, reboot the iPhone.

A fresh start can eliminate minor glitches that might cause this issue.

Check for APN connection issues

Push notifications may not work if there are issues connecting to Apple Push Notification Service (APNs).

In some support articles, Apple suggests disabling cellular data and testing pushes.

This may help determine if the carrier is having an issue with the APNs and finding the phone.

A weak connection can delay or prevent push notifications.

To test the strength of your connections:

  • You can force WiFi to test whether the issue is related to cellular data:
    1. Navigate to Settings > Cellular.
    2. Disable Cellular Data.
    3. Connect to WiFi and attempt another authentication.
  • You can force cellular to test whether the issue is related to your WiFi connection:
    1. Navigate to Settings > Wi-Fi and disable your WiFi connection.
    2. Navigate to Settings > Cellular.
    3. Enable Cellular Data, then attempt another authentication.

Check required ports and hosts

Your wireless network must allow communication with Apple servers over certain ports.

Ensure your Firewall rules do not block any of the following ports:

  • TCP port 5223 (used by devices to communicate to the APNs servers).
  • TCP port 2195 (used to send notifications to the APNs).
  • TCP port 2196 (used by the APNs feedback service).
  • TCP port 2197 (used to send notifications to the APNs).
  • TCP port 443 (used as a fallback on WiFi only, when devices are unable to communicate to APNs on port 5223).

The APNs servers use load balancing.

This may cause your devices to not always connect to the same public IP address for notifications.

It's best to let your device access the ports on the entire 17.0.0.0/8 address block, which is assigned to Apple.

If you can't allow access to the entire 17.0.0.0/8 address block, ensure these ports can access the following network ranges on IPv4 or IPv6:

IPv4

  • 17.249.0.0/16
  • 17.252.0.0/16
  • 17.57.144.0/22
  • 17.188.128.0/18
  • 17.188.20.0/23

IPv6

  • 2620:149:a44::/48
  • 2403:300:a42::/48
  • 2403:300:a51::/48
  • 2a01:b740:a42::/48

Check for Wi-Fi Assist and VPN usage issues

The Wi-Fi Assist feature is enabled by default.

The feature automatically switches to cellular data when you have a poor WiFi connection.

This can cause Push Notification issues if you are using a VPN on your iOS device.

If you use a VPN on your device and get connection errors from ForgeRock Authenticator, you can disable Wi-Fi Assist:

  1. Navigate to Settings > Cellular.
  2. Scroll down to the very end and disable Wi-Fi Assist.

Check Date and Time settings

  1. Navigate to Settings > General > Date & Time.
  2. Make sure the system time is set automatically and that the time zone is correct on the phone.

Update the OS

Apple releases iOS updates often, including new features and fixes that may affect notifications.

If you haven't updated the phone in a while, apps that rely on notifications may be affected.

Make sure the system is updated with the latest iOS release.

Reset all settings

Resetting iPhone settings may fix notifications that are not working in iOS.  

To reset the Settings:

  1. Navigate to Settings and browse for General > Transfer or Reset iPhone.
  2. Tap on Reset.
  3. Go to Reset All Settings.
  4. Provide the iPhone’s Passcode and confirm.

If none of the above solutions work

If the previous suggestions do not help, we recommend that you re-register the affected account with the ForgeRock Authenticator app.

See User cannot log in using Push authentication in AM (All versions) for further information on doing this in AM.

See Also

Apple: Troubleshooting Push Notifications

Apple: Use notifications on your iPhone, iPad, and iPod touch

Apple: If your Apple devices aren't getting Apple push notifications

Apple: About Wi-Fi Assist


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