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Push registration with my iOS devices fails. What can I do?

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I try setting up PRTG push notifications for my iPhone but the push registration with PRTG fails. My iOS devices do not show up under “Notification Contacts” in PRTG so push notifications to iOS do not work. The registration with my Android devices works fine, though.

What can I do to be able to register iOS devices for push notifications from PRTG?

ios mobile notification-contacts notifications prtg push push-notifications

Created on Jan 27, 2015 12:28:14 PM by Gerald Schoch [Paessler Support]

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Accepted Answer

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This article applies to PRTG Network Monitor 15.4.20 or later

Registering iOS Devices for Push Notifications

For the use of push notifications, your mobile devices with a PRTG mobile app has to go through a registration process. One step during registration is that the PRTG app creates a new entry in the Notification Contacts of PRTG for the mobile device. For this purpose, the mobile device sends its push token to the PRTG server to register with it.

If this registration process does not work and your mobile device does not appear as push contact, you cannot receive push notifications with your iOS device. Please see below for possible reasons.

Check Firewall Configuration

For Android devices, the push token contains only alphanumeric characters. Push tokens of iOS devices contain also blanks and other special characters which might lead to problems: Some firewalls block the delivery of such push tokens from iOS for security reasons.

If you cannot register your iOS devices with the PRTG server and no corresponding notification contact appears, check the logs of your firewall and ensure it does not block calls to /api/registerpush.htm

Did You Deny to Receive Push Notifications from PRTG?

Your iOS device will ask you if you want to show notifications for PRTG. If you have chosen no in this moment, you have to manually include PRTG to notifications on your iOS device again to receive push notifications in spite of that.

Please follow the steps below:

On your iOS device, open Settings | Notifications.
In the appearing list with apps using notifications, look for PRTG.
It is probably in the Include section of the list. This is because the PRTG app uses also local notifications besides push and there is only one setting per app for both. Push might be disabled anyway for PRTG.
Set the list to Edit mode.
Drag and drop PRTG to the Do not include section.
Tap Done to finish the edit mode.
Start the Edit mode again.
Move PRTG back to the Include area.
Finish the edit mode again.
Quit PRTG for iOS via the task manager and restart it. Make sure that push is activated in the app!

Check if the push contact now appears in the Notifications Contacts in the PRTG web interface. If it does, the push registration worked and you can regularly use push notifications with your iOS device.

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Created on Jan 27, 2015 12:29:32 PM by Gerald Schoch [Paessler Support]

Last change on Dec 21, 2016 2:56:38 PM by Gerald Schoch [Paessler Support]