Work Order Push not received

[Former Member]

Hi all,

a Customer is using Workmanager 6.1 running on SMP3 SP8PL01 using Agentry Client 70.10.6.25 on Android.

On ocation users are not receiving Push notifications.

Afer trying some stuff out with the offline mode, and the "try to recconnect" settings mention in the post post we still have the some problem: Clients are not receiving emergency work orders when there was a problem with the internet connection on the device.

Happy Flow:

1. When device connection gets disconnected.

2. Agentry Client goes into offline mode. (the status, so the button "go online" is visible

3. Push message is sent from the backend

4. SMP keeps sending the outbound trigger

T, 211, 23,1907, 08/23/2016 16:50:23,    ,     0,     0,    ruijscht, >unknown<

F, 211, 23,1907, 08/23/2016 16:50:25,    ,     0,     0,    ruijscht, >unknown<

T, 218, 23,1810, 08/23/2016 16:49:55,    ,     6,     0,    ruijscht, >unknown<

W, 218, 23,1810, 08/23/2016 16:50:25,    ,     6,     0,    ruijscht, >unknown<

5. Client is manually connected to the internet again.

6. After one minute the "Attempt to work online" setting gives a popup to connect.

7. If this pop up is confirmed the client sends a message to the server

I,   9,  1,  91, 08/23/2016 16:51:03,    ,     0,   583,            , ANGEL: 4B45E4B8-ED0D-4212-BE37-77AEEA8935DC

8. 30 seconds later the client receives the Work Order

Problem 1:

The user does not check his device to confirm the "try to go online" setting popup.

So it's possible the user does not receive high prio work orders.

We want the user to receive the Emergency Work Orders without user interaction. Even if the device connection is discupted. Shouldn't the Device receive a Push notification (GCM/APNS notification) even if the client has been offline and then reconnects?

Problem 2:

If step 7 is executed while the device has no internet connection. And the device reconnects to the internet after that, it still does not receive Push notifications. And there are no attempts to work online anymore after that. So... The user does not receive the emergency work order.

Is there a way to automatically send the "hello I'm alive" message to the smp server from the client (if it's online)?

Thanks in advanced for your help!

Below are the push settings in SAP + Transmit config settings

[bill_froelich]

For Problem 1:

The GCM/APNS message is only sent if the server believes the client is connected but when sending the push from the server to the client it fails.   In that situation a message is sent via GCM/APNS (assuming it is configured correctly for the client, typically requiring branding and additional configuration) if there is a message defined for the push.  If there is no message defined I do not know if a GCM/APNS is sent.

For Problem 2:

Once the client goes offline (after the retry attempts) the client will remain offline until the user performs a successful transmit that is manually initiated.  This is by design to prevent the client from continuing to try over and over when a connection is not available and drain the battery.

The user will eventually be logged out from the server when the timeout is hit and the server will stop attempting to push to that client until it reconnects.

One option for "automation" would be to setup an action to prompt the user to reconnect and then execute a transmit action to return the client to an online state.  Invoking this action automatically could be done using an open ui control on a timer with a rule to check the OFFLINE status using the rule term.

--Bill

[Former Member]

Hi Bill,

Thanks for your reply.

Is there a way to differentate an Agentry push and a GCM push in the SMP Logging?

The message logs now only shows an outbound 23

O, 211, 23,1907, 08/23/2016 16:50:23,    ,     0,     0,    ruijscht, >unknown<

T, 211, 23,1907, 08/23/2016 16:50:23,    ,     0,     0,    ruijscht, >unknown<

F, 211, 23,1907, 08/23/2016 16:50:25,    ,     0,     0,    ruijscht, >unknown<

T, 218, 23,1810, 08/23/2016 16:49:55,    ,     6,     0,    ruijscht, >unknown<

W, 218, 23,1810, 08/23/2016 16:50:25,    ,     6,     0,    ruijscht, >unknown<

Or is there a way to find out if the GCM message is sent correctly?

And do you know where the text in the GCM push message is defined? is this in SMP/Agentry or on Google GCM admin?

Regards

[bill_froelich]

There is a separate log file you can enable for the GCM and APNS messages (Agentry {AppName}.ThirdPartyPushService.APNS and I believe a similar one for GCM).  The text of the message comes from the Agentry Editor push definition for the application.

--Bill

[Former Member]

I only see the APNS push service log file in the SMP cockpit. GCM is configured in the app configuration. Can I enable this in some other way?