App doesn not work well

[andrea_bariggi]

Good afternoon,

The hornbill app does not work well with android phones. It doesn't non sound, not vibrate and sometimes it does not even work.

My mobile phone is registered ( see attached file) and the app have been set to able these functionallity .

Many thanks, regards
Andrea

 

[James Ainsworth]

Hi Andrea,

You mention that there are no sounds or it doesn't vibrate.  Is it the alerts that you are having a problem with?

Regards,

James

[James Ainsworth]

I can also see that there is nothing (no URN ID) under the Device column for your android phone.  It might be worth trying to remove and then register your device again to make sure that this gets populated,  I have also made the development team aware so that they can have a look to see if there is an issue with registering a device.

Regards,

James

[James Ainsworth]

A fix has been put in place to fix the issue with the missing URN ID.  This will be available in the next mobile update. 

@andrea_bariggi if possibly could you give us a bit more detail about the sounds and vibrations and when or where you are expecting these to happen.

Regards,

James

[andrea_bariggi]

Hi James,

thanks in advance for your help.

I would like to receive the notification with sound and vibration whenever receive the ticket on my queue team.

if one ticket assigned to my team, i would like receive the complete notification on my mobile phone. At this time i receive and not always only the chek on bell without sound or vibration .

Now I'll try to register again my mobile phone.

Regards

Andrea

[andrea_bariggi]

After delete my device ( mobile phone ), I made a new register but the result I think is the same .

Thanks

Andrea

[andrea_bariggi]

When do you think to available the next mobile update ?

Thanks

A.

[AndreL]

@andrea_bariggi

Hi Andrea,

This issue has been resolved in v1.7.1 that can be downloaded from Google Play Store.

Regards,
Andre

 

[andrea_bariggi]

Hi Andrel,

thanks for your information. I installed app version 1.7.1 and registered to the system. The problem is partially resolved, infact the device is complete know now ( see the file attached ), but the notification dont' ring or vibrate yet . I miss something ?

Thanks

Regards Andrea

 

 

[andrea_bariggi]

[AndreL]

@andrea_bariggi

Can you check if the notifications in the app's settings are also enabled? Do you have the same issue on iOS or it's only happens on the Android?

Thanks,
Andre

[andrea_bariggi]

Hi Andrel,

sure, is the same configuration . See screenshot attached.

For the IOS operator system is all ok, the problem is only with Android system. Unfortunately here is the major is most used.

Thanks

Andrea

[AndreL]

@andrea_bariggi

Hi Andrea,

Could you check if the GCM is enabled in the admin panel?

Regards,
Andre

[andrea_bariggi]

Hi Andrel,

sorry for my late .

last week I set the value as your indicated but the situation is not changed .

Nothing sound or vibrate with the Hornbill app

This is our variable setting.

Thanks

Andrea

[AndreL]

@andrea_bariggi

Hi Andrea,

The GCM settings requires a restart of event service to take effect. You should get the notifications on Android now, please let me know if this is not the case.

Thanks,
Andre

[andrea_bariggi]

Hi Andrel,

maybe we are. My colleague with android mobile phone has received the notification from hornbill app.

Unfortunatelly i don't receive the notificationbut i have a question for you. If my user is not Type " user " but " basic " is a problem ? This is the difference beetween the users, my colleague in green underline receive the notification and my user in red underline don't receive .

Usually I use the admin user for work . This because we have a problem with the number of license.

kindly let me know.

Thanks
Andrea

 

 

 

[andrea_bariggi]

[AndreL]

@andrea_bariggi

Hi Andrea,

Yes, that's the reason. The basic user will not get the notifications. 

Regards,
Andre

[andrea_bariggi]

Ok, well .

Many thanks

A.

[Jeremy]

We are having similar issues, I cannot get my Android device to notify me of any notifications. What am I missing?

I have the same settings turned on, I am a User and the GCM setting is on but we are getting no notifications when I am assigned tasks or there are scheduled tasks etc.

[James Ainsworth]

Hi @Jeremy

Thanks for your post.  I haven't yet come up with an answer to why you are not receiving notifications.  I am going to continue to test and let you know if I find anything.

Regards,

James

[Jeremy]

@James Ainsworth Thank you for following up. If you need me to test anything or change settings etc please just let me know.

[Jeremy]

@James Ainsworth I have found this these notifications work really well in iOS as I have been testing on an iPad as well, but still no joy with my Android devices.

[James Ainsworth]

Thanks for the update @Jeremy.  We are continuing to look into this.