Troubleshooting Push Messaging

Information to help you perform troubleshooting on push messaging.

Situation or issue Description

Why are there sometimes delays sending push messages?

There are two different types of delays that might be associated with push messages for Mobile Services.

  • Waiting for Analytics Hits: Every report suite has a setting to determine when to process incoming Analytics hits. The default is 1 hour on the hour. Other options for customers include every 30 minutes on the half hour and 15 minutes on the quarter hour. To switch from the default, customers must talk to their Analytics representative. The actual processing of Analytics hits might take up to 30 minutes, but is normally 15-20 minutes.

    For example, suppose a report suite processes hits every hour. Factoring in the needed processing time of 30 minutes max, it could take up to 90 minutes for a hit coming in to be available for a push message. If a user launched the app at 9:01 am, the hit would show up in the Mobile Services UI as a new unique user between 10:15 to 10:30 a.m.

  • Waiting for Push Service: The Push Service (APNS or GCM) might not immediately send out the message. Although uncommon, we have seen occurrences of 5-10 minute wait times. You can verify that the Push Message has been sent to the Push Service by looking in the Report view of the Push Message, finding the message in the Message History table and looking at the Published count, which is the number of successful sends to the Push Service(s).

    Also, both Push Services do not guarantee a message will be sent. Please consult their documentation around reliability of service.

    APNS: See Quality of Service on the iOS Developer Library site.

    GCM: See Lifetime of a Message on the Google Developers site.

Parent topic: Push Messaging