Missed Notifications - Troubleshooting

Ensuring that APNS (Apple Push Notification Service) is functioning as intended.

1. Login to a Voalte client on an iOS device.|
   
   
2. Force quit the Voalte application by double clicking the home button and swiping the Voalte app up.
   
   
3. From another device, signed in as another user, send a message to yourself.
   1. Expected result: A notification should appear, which launches the Voalte application once swiped.

If you don't experience the above expected result, APNS notifications may not be reaching the device. Please ensure that the device has a network or cellular connection.

Issue: User did not receive call/text

1. Ensure that the ringer is on and the volume is up on the device.
   
   1. Check that the device has not been placed into Do Not Disturb or Airplane mode.
      
      
2. For iOS devices, check the battery pack charge level and review with user the importance of the battery pack – staying connected to the secure SSID at all times
   
   
3. Check Wi-Fi strength at the location it was reported

Issue: User did not receive Alert/Alarm

1. Is the alert/alarm set up as a Voalte Alarm Destination (VAD)?
   1. Check that the user has selected the correct Role, Location, Room(s) and/or Team.
      
      
2. Does your organization perform user based shift assignments?
   1. Have the user check that they have been assigned in the console as the correct role for the correct location(s).
   2. Some assignments allow for shift times to be entered – also have them check to see if this is correct.
      
      
3. Was the patient moved to another room?
   1. Sometimes patients are moved to new rooms – assignments do not follow the patient, they are tied to a room. The user will need to update their shift selection or assignment within the console.