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How to solve problems with notifications in JivoChat application on mobile devices

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Push-notifications on iOS

Push-notifications on Android

Common problems

 

Push-notifications on iOS

Apple Push Notification service (APNs) is responsible for sending of notifications on iOS.

Transferring of Push-notifications is controlled by Apple. Problems come up in connection with weak or unstable signal. Also the reason could be that a power saving mode is enabled.

In order to solve the problem, make sure that:

1.Your iOS version is the latest.

2.JivoChat application has the latest update from AppStore (TestFlight for the beta-tester)

3.Set the sound to an appropriate level. (Silent mode should be disabled)

4.Check next settings for the JivoChat app:

12

5.If you use unlocked iPhone, check settings for the Access Point Names (APN).

Anyway contact your mobile network operator which should provide this information.

 

Push-notifications on Android

Push-notifications delivery is being proceeded from Push-servers via Google Play Services. If you stopped getting push-notifications from JivoChat and other apps the reason might be the loss of connection to push-servers. To recover the connection you can:

In other cases, when the only application you are not getting push-notification from, is JivoChat, push-notifications aren’t being delivered because of the device settings: power saving mode, background execution limits, autorun for application might be blocked, etc.

 

Common Android settings that should be checked_

 

Please note:

Also, in Android phones of various brands, additional settings from the manufacturers of smartphones are often added. Especially it concerns the Chinese manufacturers - Huawei, Xiaomi, Zte, etc., in the Chinese market the work of Google Play is forbidden - hence the quantity of the settings that regulate the work of push notifications. Consider these settings for popular brands below.

 

Asus Zenfone (Android 7.0)

Step 1: Ensure that JivoChat is set to auto-start

Step 2: List JivoChat as a protected app

 

Asus Zenfone 2

Make sure that JivoChat is allowed to begin on startup from your Auto-start manager:

 

Huawei Honor 6

Step 1: List JivoChat as a protected app

Step 2: Enable JivoChat in the Notification Manager

 

Huawei Honor 8

Step 1: List JivoChat as a protected app

Step 2: Ignore battery optimizations for JivoChat

Step 3: Allow notifications from JivoChat

 

Huawei P8 lite

Step 1: Enable JivoChat to run at startup

Step 2: Allow notifications from JivoChat

 

Huawei Mate 8 & Huawei Nova Plus

Ensure that JivoChat is exempt from your device’s battery optimization features:

 

Huawei P20 & P30

 

LeEco/LeTV

Step 1: Enable JivoChat to run at startup

From the app drawer, tap Settings. Tap Permissions. Tap Manage Auto Launch. If you have enabled other apps to auto-launch, you’ll see You’ve enabled [x] apps to auto launch. Toggle JivoChat to enable.

Step 2: List JivoChat as a protected app

From the app drawer, tap Settings. Select Battery, then tap Power saving management. Select App Protection. Toggle JivoChat to enable.

Note: If you have enabled Lock Screen Cleanup and Ultra Long Standby during Sleep, you must disable them to allow JivoChat notifications.

 

Lenovo

Enable the auto-start setting for the JivoChat app:

 

Meizu

 

Samsung

Step 1: Prioritize notifications from JivoChat

Step 2: Exclude JivoChat from battery optimization

 

OnePlus (Android 7.0 and earlier)

For versions earlier than Android 8.0 Oreo, ensure that JivoChat is set to auto-launch:

 

OnePlus (Android 8.0 and later)

Step 1: Check that app storage is set to clear normally

Step 2: Exclude JivoChat from battery optimization

 

OnePlus 3

Adjust your battery optimization to allow notifications from JivoChat when it’s running in the background:

 

OPPO

Step 1: List JivoChat as a protected app

Step 2: Ignore battery optimization for JivoChat

Step 3: Allow notifications from JivoChat

Step 4: Add JivoChat to start up manager

 

Xiaomi

The manufacturer is known for adding popular applications to whitelists, so most users have notifications from other applications (for example, WhatsApp or VKontakte). What you need to check:

Step 1: Check that JivoChat is given permission to autostart

Step 2: Ignore battery restrictions for JivoChat

Step 3: Allow notifications from JivoChat

 

ZTE

 

Common connection problems:

1) For a stable connection the device should have both Wi-Fi and mobile internet enabled.

2) When you change your mobile network or Wi-Fi hotspots, your Internet connection may hang. You should turn on / off the flight mode or turn on / off the device.

3) Some public Wi-Fi networks require registration before connecting to the Internet. This can be found in hotels, airports, petrol stations, etc. These connections can be disconnected if the device is in the standby mode. Open the page in a browser and make sure the Internet is available.

4) Some Wi-Fi networks may use a firewall, contact your network administrator to connect.

5) The program may not work when connected through a proxy server or VPN.

Do you still have any questions? Our support team will be more than happy to help you 24x7 in the chat on our site.