Issue
Intermittent latency with mobile app push notifications. Notifications are typically received within seconds of an alarm but occasionally experience delays of 1 to 3 minutes. Windows application logs indicate that the controller hosting the push notification service intermittently loses connection to the cloud service and then reconnects.
Product Line
EcoStruxure Security Expert
Environment
- Security Expert Mobile App
- SP-C controller hosting push notification service
- Android and iOS mobile devices
Cause
Intermittent loss of connection between the controller and cloud service, potentially due to mobile device network switching between WiFi and cellular connections.
Resolution
Enable additional logging on the controller to gather more information about push notification behavior as follows:
- Navigate to Programming > Services, locate the service named PUSH - DO NOT TOUCH, and open it.
- In the Options tab, enable the following options: Log message retries and Log reporting failure.
- Save the changes and allow the system to download. After the download completes, confirm that the service restarts automatically; if not, manually stop and restart the service.
- Monitor logs to identify conditions contributing to notification latency.
