What is with alerts on IOS sometimes not working?


#1

What is the problem with alerts from Sense on my iPhone (IOS 10.2)? I was getting them on Thursday and think I had a few yesterday but today again am not getting them. They work fine on my android tablet just are very intermittent on the IOS platform.


#2

Well I turned notifications off for Sense and then deleted the app. I reinstalled it, even turned phone off and back on. Now when I go into the notification section there is no mention of Sense at all even though the app is up and otherwise running fine. That is strange.


#3


#4

I just checked my iPad which was upgraded to 10.2 this morning and it too has no entry under the notifications section for Sense. Perhaps there is an incompatibility between Sense and version 10.2 of the operating system.


#5

I thought there were supposed to be four settings here and mine is only showing two. I have deleted the app and restarted in reinstalled Sense twice and this is still all I get.


#6

It gets worse, the settings on the previous post was from my iPhone 6+, this one on my iPhone 5c only has one entry possible:


#7

I haven’t upgraded to 10.2 on my iPhone 6 yet and I’m getting notifications fine. I’ll do the upgrade and see if I can repro what you’re seeing. As you can see below, I’m seeing Sense in the notifications list, and I have the expected options the I select Sense:



#8

I did the 10.2 upgrade and still have the same UI posted above and notifications are working as expected. No repro.


#9

Turns out there must be a glitch when you delete the app and then reinstall it in 10.2. Somehow it did not authorize IOS to allow access. I turned off notifications to for my condensate pump in the properties for the device and then closed the program. Then I went back in and turned it on for that device and when I did that I then got the IOS notification box asking me if I wanted to give access to the program. Once I did that it again gives me the options for the four choices in the IOS notification and Sense is again listed in the Notification section of IOS. Boy was that frustrating. They really need to fix that.


#10

Thank you for reporting this Howard! The issue is the following: the server currently only tacks the notification token for 1 device per Sense account, so if someone uses both an Android and iOS device, the user will only be able to get notifications on one of these devices. The Android client is very aggressive in updating the server’s notification token. It does it every time the client is launched. The iOS client on the other hand will only update the server when/if the notification token changes (which does not happen often).
As a result, if you’re using both Android and iOS devices, you’ll be much more likely to receive the alerts on the Android device. Things get even more complicated if you’re using multiple Android devices with different google accounts. This is something that we are aware of and definitely will address as soon as possible.


#11

Also, regarding this comment by Howard: "Well I turned notifications off for Sense and then deleted the app. I reinstalled it, even turned phone off and back on. Now when I go into the notification section there is no mention of Sense at all even though the app is up and otherwise running fine. That is strange.”

This is a known issue and has occurred even if you’re only using an iOS device. If you uninstall / reinstall, the app currently has no way of knowing that you have alerts enabled for any of your devices and will therefore not automatically request/enable the notifications permission. This is a separate issue that will also require a server-side change as the issue described above, and that we are currently working on!


#12

Thanks for this detailed and informative answer, Maarja-Liis. I’m looking forward to seeing more like it. Cheers!


#13

I turned off alerts on several appliances (to reduce the noise) but the alerts continue to show up. Is there something that needs to be done on Sense side to stop these alerts?


closed #14