Troubleshooting And FAQs

Don't see events in dashboard?

  • Make sure that the SDK initialization is done properly. Check if the App ID provided in the initialization method is correct.
  • Once the App ID is checked, make sure you are checking in the right Plumb5 environment.

Not getting push notifications in your devices?

  • First, check if the implementation is done correctly. Ensure you registered your app for push notifications correctly, check if you are getting the device token while trying to register for Remote Notification, and the same is sent to the SDK correctly.
  • The dashboard says notification sent, but the device didn’t receive it - Check if notification settings for the app were disabled.

Why some of your users are not receiving the push notifications?

Our customers have asked us this question time and again that why some of their users are not receiving the notifications sent by them. Why the notifications that are successfully sent to GCM were not delivered to the end users?

Solved: See how Plumb5 can help deliver notifications to these users to increase engagement and conversions

The probable reasons that we have observed over time from our experience, as well as literature present for why the deliverability is affected Read more

Getting BadDeviceToken Error while sending the push notifications?

  • This error comes whenever you try to send push notification from TEST environment to AppStore/AdHoc Build OR from LIVE environment to development build.
  • Set Build Configuration correctly and test in correct environment.

Getting DeviceTokenNotForTopic Error while sending the push notifications?

  • You will get this error when Bundle-ID of the build in which you are expecting the push notifications and that of APNS certificate uploaded in the dashboard(pem file) are different.

Common push errors & their reasons

Pushes can fail for various reasons- the token might have expired or the push message was too large for Push service to process etc. Here are the most frequently occurring errors and their reasons.

Android - Google Cloud Messaging / Firebase Cloud Messaging Errors

Error Description
Invalid Registration If you are handling GCM yourself, you may have passed an Invalid token
Not Registered An existing registration token may cease to be valid in a number of scenarios, including: If the registration token expires (for example, Google might decide to refresh registration tokens, or the APNS token has expired for iOS devices). If the client app is updated but the new version is not configured to receive messages.
Google Authentication Error (GAE) If you are handling push yourself, you have sent the wrong token to Plumb5
Mismatch Sender Id The GCM/FCM Server Key provided to Plumb5 & the one with which the token was registered do not match.
Invalid JSON Check that the JSON message is properly formatted and contains valid fields in the Name Value pairs you are passing
Message Too Big Check that the total size of the payload data included in a message does not exceed GCM limits: 4096 bytes. You may need to reduce the number of Name Value pairs you are passing
Invalid DataKey Check that the name value pairs you provided data do not contain a key (such as from, or gcm, or any value prefixed by google) that is used internally by GCM. Note that some words (such as collapse_key) are also used by GCM but are allowed in the payload, in which case the payload value will be overridden by the GCM value.
Device Message Rate Exceeded The rate of messages to a particular user is too high.

iOS - Apple Push Notification Service Errors

Error Description
Processing error There was an issue at APNS’s end
Invalid token The token for the users has expired
Invalid payload size Check that the total size of the payload data included in a message does not exceed APNS limits: 4096 bytes. You may need to reduce the number of key-value pairs you are passing.
Invalid token size The token provided to Plumb5 was not correct.
BadCollapseId The collapse identifier exceeds the maximum allowed size
BadDeviceToken The specified device token was bad. Verify that the request contains a valid token and that the token matches the environment
BadExpirationDate The apns-expiration value is bad
BadMessageId The apns-id value is bad
BadPriority The apns-priority value is bad
BadTopic The apns-topic was invalid
DeviceTokenNotForTopic The device token does not match the specified topic
DuplicateHeaders One or more headers were repeated
IdleTimeout Idle time out
MissingDeviceToken The device token is not specified in the request :path. Verify that the :path header contains the device token
MissingTopic The apns-topic header of the request was not specified and was required. The apns-topic header is mandatory when the client is connected using a certificate that supports multiple topics
PayloadEmpty The message payload was empty
TopicDisallowed Pushing to this topic is not allowed
BadCertificate The certificate was bad
BadCertificateEnvironment The client certificate was for the wrong environment
ExpiredProviderToken The provider token is stale and a new token should be generated
Forbidden The specified action is not allowed
InvalidProviderToken The provider token is not valid or the token signature could not be verified
MissingProviderToken No provider certificate was used to connect to APNs and Authorization header was missing or no provider token was specified
BadPath The request contained a bad :path value
MethodNotAllowed The specified :method was not POST
Unregistered The device token is inactive for the specified topic.Expected HTTP/2 status code is 410; see Table 8-6
PayloadTooLarge The message payload was too large. See The Remote Notification Payload for details on maximum payload size
TooManyProviderTokenUpdates The provider token is being updated too often
TooManyRequests Too many requests were made consecutively to the same device token
InternalServerError An internal server error occurred
ServiceUnavailable The service is unavailable
Shutdown The server is shutting dow
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