This article applies to PRTG Network Monitor 15.4.20 or later

FAQ for Push Notifications and the PRTG Cloud

• How can I set up and use push notifications?
  Please see the article How can I use push notifications with PRTG? for a step-by-step guide.

• How do push notifications work?
  Please see the article How does the PRTG Cloud deliver push notifications? for a description of the general workflow of push notifications.

• What clients are supported?
  To use push notifications, you need
  • PRTG core server version 15.4.20 or later, and a mobile device running
    Note: PRTG versions previous to 15.4.20 do not support cloud features anymore because we changed the cloud infrastructure with this version. If you run a previous PRTG version, please update your PRTG server to use push notifications and other PRTG Cloud services.
  • PRTG for iOS (version 14.3.6 or later) or
  • PRTG for Android (version 14.3.2 or later)
    Note: Please ensure you always run the latest version of the Google Play app and the PRTG for Android app for properly working push notifications!
  • PRTG for Windows Phone (version 15.1.1 or later; discontinued)

• Do I have to pay for using push notifications?
  No, using push notifications is free of costs for every PRTG user, no matter which license or edition you have. Push notifications are even included in the freeware version.
  Note: Depending on your mobile data plan, you might have to pay for the data connection.

• Do I have to modify/update my existing notifications to use push notifications?
  Push notifications integrate with the existing notification system of PRTG. That means
  • You can create one or more new push notifications (and according notification triggers)
  • You can edit existing notifications and add "push" notifications as an additional delivery method.
  • To provoke your notifications, add notification triggers to the devices and sensors of your PRTG installation as usual to provoke your defined push notifications. For details, please see PRTG Manual: Notifications.

• Does PRTG need an internet connection for push notifications, cloud sensors, and the PRTG support ticket form?
  Yes, push notifications, cloud sensors, and the PRTG support ticket form can only work when PRTG has access to the internet to reach the PRTG Cloud at https://api.prtgcloud.com:443. It is not possible for PRTG core servers that have no internet connection to send push notifications, and no notifications can be sent when the internet connection is unavailable (so please always use a second notification method as a backup for push notifications!). For the cloud sensor types Cloud HTTP and Cloud Ping the system(s) running the PRTG probe(s) with these sensors need access to the internet. PRTG also transmits your feedback / support question including the support bundle securely to Paessler via the PRTG Cloud.

• Is there proxy support for push notifications?
  Yes, you can use push notifications with a proxy server. Define the Proxy Configuration in the Core & Probes settings of PRTG.

• Must the PRTG app on my mobile device always be running?
  PRTG for iOS and Android install a background service on your device to receive push notifications. You have to open the apps to register for push notifications, but they do not need to be open to receive push notifications.

• Which port does the PRTG server need to send push notifications and support tickets, and to monitor cloud sensors?
  The PRTG server needs to communicate on port 443 to the PRTG Cloud (https://api.prtgcloud.com:443) to send push notifications and support tickets. To monitor ping times and HTTP loading times from different locations, the server(s) running the probe(s) with these cloud sensors need to be able to reach https://api.prtgcloud.com:443.

• How long does it take for a notification to arrive on my mobile device?
  A push notification will usually appear within moments on your mobile device. According to our tests, this mechanism is faster than receiving notifications as SMS text messages.

• How can I test if the PRTG Cloud is working?
  • As with any other notification type in PRTG, you can test a push notification with the corresponding Test button in the notifications list of your PRTG user account (navigate to Setup | Account Settings | Notifications in the PRTG web interface) and see if you receive it.

• What are the advantages/disadvantages of using push rather than SMS?
  • Push notifications are free to use for you.
  • In our tests, mobile devices receive push notifications a bit faster than SMS text messages.
  • Unlike SMS notifications which work with a mere GSM connection, push notifications need a mobile data connection on your device. However, according to our tests, push notifications work even with a poor data line, such as GPRS or EDGE.

• Is there a 100% guarantee that push notifications are always delivered?
  Although push notifications are very fast and reliable, you should always use a second notification method as a backup simultaneously (for example, SMS) for critical errors. There are multiple scenarios that could prevent push notifications from being delivered, including a failure of the internet connection on your PRTG core server, or a delay or outage at Amazon, Google, or Apple cloud. As always, having at least one alternative notification method is strongly recommended.

• Does Paessler limit the number of push notifications from/for a single customer? How does Paessler ensure that one customer is not “hogging” the cloud, thereby impacting delivery to other customers?
  There is a limit for the number of push notifications that can be delivered, but you will not reach it with common usage. When exceeding the limit (which counts per month and per minute), the flood protection mechanism applies. This limit is defined in a way to prevent users with extensive usage from unbalancing the notification delivery for other users and to block potential attacks on the PRTG Cloud.
  Note: If a push notification is rejected due to our flood protection, you will see an according message under Setup | Logs in the PRTG web interface.

• What is the “flood protection”? Could this have any impact on me (for example, my notifications arrive later or not at all?)
  The flood protection mechanism of the PRTG Cloud is triggered when the limit for the number of sent push notifications is exceeded. This can be the case if there are too many messages per minute or per month. It helps avoid message floodings and discards all messages that overrun the defined limit.
  Note: If a push notification is rejected due to our flood protection, you will see an according message under Setup | Logs in the PRTG web interface.

• What about security? Can anyone read my notifications? Can anyone intercept or divert my notifications?
  Push messages are encrypted while the delivery between the components of the workflow takes place, so they are not readable by anyone when they are on their way. Plus, we do not log the content of your notifications in the PRTG Cloud.

• Can I send push notifications to read-only users (for example, if you are MSP and want to notify your customers)? If so, how?
  Push notifications are activated for every user account that connects to the PRTG core server via our mobile apps (if push is activated in the app's settings). So, if a read-only user connects via the app for the first time, a new push contact is created in this user's push notification contacts. A user with corresponding access rights can then define the read-only user as a push notification recipient in the notification settings.

• What happens if I get a new phone, but keep the old number? Is the registration for a device or for a SIM card?
  The registration is per device and PRTG mobile app. Because you get a token for each device/app combination, changing the SIM card would have no effect on your push messages registration. Likewise, if you put your SIM card into another (new) device, you would have to install PRTG for Android or iOS on this device and run a fresh registration for push notifications (that means, connect to your PRTG core server with push notifications activated in your app). A new push contact will appear in your notification contacts.

• Push registration with my iOS devices fails. What can I do?
  Please see this article if you cannot register your iOS devices as push notification contacts in PRTG and so push does not work.

• Important note for running PRTG for iOS in an MDM container:
  Once you resigned the IPA file, PRTG for iOS does not support push notifications anymore! The PRTG status widget will not work either after resigning.

• What is the PRTG Cloud Bot?
  PRTGCloudBot is used by the Cloud HTTP sensor and the Cloud Ping sensor as HTTP user agent. Please see this article for more information.