The very first step is to decide the real problem.
Check Forceful Sync : Is new message appear after tapping the forceful sync icon (top right corner of Messages tab)?
YES Message Appears
The message data is being received, but the device is not alerting the user via notification. In this case, follow the 'Troubleshooting Message Delivery' section below.
NO - Message is still missing
In this case, follow the 'Troubleshooting App Notifications' section below.
Troubleshooting Message Delivery #
- Get the registered mobile number in institute app
- Open the ‘Send Message’ screen of the Message Center module in EasyEdmin, select the student, and confirm that the mobile number is the same one registered in the mobile app.
- If the mobile number is not same, update the mobile number with the registered number in the mobile app from the ‘General Register’ module of EasyEdmin.
- Send a test message to the registered mobile number (Parent 1 / Parent 2 / Student mobile)
- Take a look at the message queue to make sure that message is delivered from EasyEdmin.
(IMPORTANT: EasyEdmin doesn’t directly deliver messages to users’ mobile phones. Instead, delivery is done via cloud storage and delivery channels to make sure message is delivered whenever the user’s phone gets connected to the Internet. These processes take a few minutes to finish before the message is delivered to the user’s phone. Additionally, more delays can be added in case of heavy message queues.) - Open ‘Messages‘ tab of the app. Tap one sync icon on top right corner to forcefully check if there is any new message available.
- If the test message appears at the end of the sync process, then it indicates that the message delivery is working fine.
- If the test message does not appear at the end of the sync process, then there is a chance that the problem is related to the user’s phone.
- Try sending a test message to another user of the same institute and see if the test message is getting delivered or not.
- If a message is received on another user’s phone, then check if storage permission is revoked in the earlier user’s phone.
- If there is no issue with permission, then get the app re-installed. It is important to note that existing messages will be lost when the app is uninstalled. User receives only messages of last 24 hours on registration.
- Still after doing above steps the message delivery problem is not resolved, report it to EasyEdmin team with your observations.
Troubleshooting App Notifications #
- Try sending test messages to a few other phones and check if all phones are not receiving notifications OR only few are not receiving notifications.
- If only a specific phone is not receiving notifications, then check notification permissions for institute mobile app into that phone.
- Some of the manufacturers also have additional settings under battery saving options which disable notifications. Try exploring those cases.
- If app notification issue is not resolved after trying these steps, Report the problem to EasyEdmin team with your observations.
