Troubleshooting FAQs

What information do I provide to Salesforce Customer Support?

Before contacting Salesforce Customer Support, check the list of known issues in MobilePush on the Salesforce Trailblazer Community. When you contact Salesforce Customer Support, include the following information in your request:

• MID for the account
• Name of the app
• Device logs
• Apple and Google security certificate information

Why don’t I see my message in Journey Builder or Automation Studio?

Check to see if your APNS certificate is valid. APNS certificates are used to send push notifications from MobilePush to iOS devices. When APNS certificates expire for a specific app, MobilePush prevents you from creating and sending messages through that app. You are also prevented from selecting a message to use in Journey Builder or Automation Studio. If your app is provisioned with iOS and Android, sends to Android devices through apps with expired APNS certificates are not affected. Update your certificate in the iOS Provisioning Portal and upload the updated certificate in MobilePush Administration.

Why can’t I upload Apple iOS certificates?

Ensure that your certificates are valid. Check to see if your certificate file contains both a development and production certificate. If both certificates are in the same file, the upload fails.

Why can’t I send rich push notifications or add media to my push notification?

Rich push must be enabled for your account to see the Add Media option during message creation. To provision rich notifications, contact Salesforce Customer Support.

Why are devices not receiving push notifications?

• Ensure that devices have opted in to receive push notifications for that app.
• Ensure that the SDK is implemented correctly to register the devices with Marketing Cloud Engagement.
• For help troubleshooting push notifications, see Troubleshoot Your Push Implementation.

How are Device IDs managed?

Device ID is a globally unique identifier (GUID) that is randomly generated by the SDK each time an app is installed on a device. Sometimes, this ID is referred to as an Installation ID. Device ID is not used as or considered a persistent unique identifier for the physical device.

Device ID represents an instance of an app installation. The ID does not persist across app uninstall and install cycles. When a contact installs your app, the SDK creates a Device ID.

The SDK creates another Device ID when these events occur:

• The contact purchases a new mobile device and installs your app.
• The contact deletes the app and then later reinstalls your app.
• The contact does a factory-reset of the device and then reinstalls the app.

What happens when a device ID changes due to an uninstall?

By default, SDK registers a new device upon initialization. Since the user is not yet in a known state, the SDK generates a GUID, and a contact record is created for the updated device ID.

To prevent a new contact from being created, delay registering the contact until the appropriate time when they become known. However, depending on our user experience within the application, this approach could reduce the number of contacts that are captured and reachable. This approach is only recommended in applications where user login is required early in the user experience.