Troubleshooting paging on Active911 for iOS

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Revision as of 16:32, 10 April 2015 by Joseph Sullivan (Talk | contribs)

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General Troubleshooting

Make sure you have downloaded the Active911 app from the App Store and installed it on your device. You should have also registered your phone with Active911 by tapping "Settings" in the App and entering the Device Code you got from your Active911 account (Devices tab).

  1. In your phone, go to Settings and then Notification. Find Active911 in the list, and make sure that everything is turned ON.
  2. Log into your Active911 account and click on the Devices tab (Admins only). If you are not an administrator of the account, you should be able to find your device code by looking in the tab with your name on it, it will be listed under "My Devices."
  3. Find your phone in the list. Open it up and make sure "Page Type" is set to "iPhone/iPad App". Click Save.
  4. Click on the speech bubble icon. This will send a test message to your phone.

If you get the test message, your phone is connected to Active911 properly. If you did not get the test page,

  1. Open up the Active911 app and tap Settings at the bottom. Erase the registration code and tap Done.
  2. Re-enter the code listed next to your phone in the Devices tab of your account. Your device should re-register with active911. Remember, this code is unique to your device - if you share it, it will stop working!
  3. Try sending the test message (step 3 above)

Registration issues

In the March 2015 iOS update, Apple made us make a few changes with how we can register devices. This means that the app can say, "Device Successfully Registered," but show on the website in red as unregistered. This can be confusing.

When a user opens the Active911 app for the first time, two gray boxes will pop up. One will ask if, "Active911 can use location Services." The user should tap allow. The other pop up says, "Allow Active911 to send push notifications." Again choose "Allow." Push notifications are how we send the alerts to the device for iOS devices.

  • If the user presses, "Don't allow," they will still be allowed to enter their device code correctly and register their device. However, our system will not be able to actually send them the push notification since the user denied the push notifications.
  • Worse, these symptoms don't go away immediately even if you go back to settings and re-enable push notifications.

Of course, none of this is a problem if you select "allow push notifications" the first time, when Apple first asks you. To fix this, uninstall the app and then re-install the app 24 hours later. This will cause the phone to ask those two questions again, and you can can allow them both this time.

If you still have issues with this, or if you need a more immediate (but much more complicated) fix, please contact our support team.