Troubleshooting the push channel

• For direct push notification messages sent through the SendMessages API, verify that you capture the API response to get insights on the delivery. To do so, review the StatusMessage attribute inside the EndpointResult object in the response. This attribute contains the Platform response codes received from the Downstream Push Notification Service.

• For campaigns, verify that logging through Kinesis Data Streams is turned on. Review the Platform response codes in the _campaign.send event for delivery outcome received by Amazon Pinpoint from the Downstream Push Notification Service.

Issues and solutions

• Device connectivity issues – If the issue is only occurring on certain devices, verify that these devices aren't blocked from connecting to the push notification service endpoints. See FCM ports and your firewall and If your Apple devices aren't getting Apple push notifications.

• Endpoint OptOut attribute value – If an endpoint OptOut value is set to ALL, the endpoint will not receive notifications. Use the get-endpoint CLI to confirm that the endpoint OptOut value is set to NONE. If the endpoint is opted out, messages sent through campaigns or journeys won't be delivered to the endpoint, and no logs will be generated.

• Token environment – Verify that the channel type for your Amazon Pinpoint endpoint matches the token generated for the device. For example, use GCM as a channel for an app token address with FCM integration and for APNs, APNS_Sandbox for your app in sandbox, or APNS for app in production.

  For insights on delivery attempts with a failure status, see the Push Notification Response codes for the respective Push Channel used in the delivery attempt.

• If the logs show a Successful Delivery and if messages are not displayed on the system notification tray, this indicates an issue with the notification being delivered to the device but not being handled appropriately in the client application.

• You might see that the Kinesis event logs show a Successful Delivery status, or that an issue only occurs with a particular request payload or message type. This issue might indicate that the notification is being delivered to the device, but not being displayed on the system notification tray.

  This can occur with a particular request payload or Message type (E.g. Data for FCM, Silent for APNs). For example, if messages are received as alert/ notification payload but not as data/silent payload, check what the intended action is when a message type of data, notification, alert, or background is received on your application, and whether the application can handle the different message types.

• To troubleshoot, incorporate log statements in your app’s message handler. For an example, see FCM and APNs. This will help determine whether the the notification is received by the device but not displayed in the system notifications tray.