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

Last updated Mar 3, 2022

The purpose of this article is to provide troubleshooting advice for Push Notification issues on Android™ 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 Android, 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 Android devices, notifications are sent from Amazon SNS to the Google Firebase Cloud Messaging service (FCM).

The FCM sends the notification to the registered device over a mobile data or WiFi network.

Ensure push notifications are enabled

To check if Push Notifications are enabled for the ForgeRock Authenticator:

  1. On the Android device, open Settings.
  2. Select Apps.
  3. Scroll down and select Authenticator.
  4. Ensure notifications are allowed.
  5. Fully close the ForgeRock Authenticator app.
  6. Open the ForgeRock Authenticator again.

Disable software battery optimizations

Android uses AI-based software optimizations to preserve battery life, and prevent apps you don't regularly use from remaining active in the background.

The algorithms that power the optimizations can affect the notification system.

To check if Battery Optimizations is turned ON:

  1. On the Android device, open Settings.
  2. Select Battery.
  3. Select Adaptive Battery.
  4. Click on the switch button to turn the setting off for all apps.

To disable battery optimizations on a per-app:

  1. Open Settings > Apps > Authenticator > Advanced > Battery > Battery optimization.

Check the Do Not Disturb mode

The Do Not Disturb mode is designed to suppress all notifications except for a handful you choose to let through. 

To check if Do Not Disturb mode is enabled:

  1. On the Android device, go to Settings.
  2. Under Sound or Notifications (depending on your specific Android device) review the Do Not Disturb mode.
  3. If you can't find it in either of these places, search for Do Not Disturb from the bar present at the top of Settings.

Check if Background Data is enabled

Since Android Oreo, you can prevent apps from accessing the mobile data in the background.

While you probably didn't toggle this setting by accident, it's still worth checking out when you have a notification problem.

To check if Background Data is enabled:

  1. On the Android device, open Settings > Apps > Authenticator > Advanced > Data Usage > Background Data.

Check if Data Saver is enabled

The Data Saver feature lets you restrict the amount of data apps use when the device is not connected to WiFi.

To confirm that data saver mode isn't causing any issues, use your phone with the setting disabled (if you currently have it enabled).

To check if Data Saver is enabled:

  1. On the Android device, go to Settings > Connections > Data Usage > Data Saver.

Check if the app is allowed to run in the background

Since Android Oreo, you can prevent apps from running when you're not actively using them.

Unfortunately, Android can modify this setting without your interaction.

You should review the Background Restriction setting for apps with notification problems.

To check if Background Restriction is enabled:

  1. On the Android device, go to Settings > Apps > Authenticator > Advanced > Battery > Background Restriction.

Restart the device

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

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

Check required ports and hosts

Your wireless network must allow communication with Google Firebase Cloud Messaging (FCM) servers over certain ports.

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

  • TCP port 5228
  • TCP port 5229
  • TCP port 5230
  • TCP port 443

Update the OS

Google releases Android 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 Android release.

Check Google FCM delivery issues

To troubleshoot Google FCM delivery issues, you can use the Android 'FCM Diagnostics' tool (depending on availability/compatibility):

  1. Open the Phone app and go to the keypad.
  2. Dial *#*#426#*#* or *#*#8255#*#* to open the FCM Diagnostics app.
  3. Verify that the connection to FCM is established (that is, the text 'Server: Connected' appears).
  4. Tap the EVENTS button and check the log for any connectivity errors. For example, 'Close err:6 ...'.

You can check the status of this service on the following website: https://status.firebase.google.com/

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

Control notifications on Android

Firebase Cloud Messaging

Firebase Status Dashboard

FCM Android diagnostics


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