Troubleshooting Tool

Last updated: 2021-08-16 11:20:03


    TPNS provides you with a troubleshooting tool for message push exceptions such as message delivery or push failures. You can use this tool to troubleshoot issues on your own or query device details (including the bound accounts and tags) via an account or token.

    Use Cases

    1. A developer successfully pushes a message to the testing device via the console, but this message is not displayed in the notification bar of the device. Using a token to query the device details detects that the notification bar is disabled. Enable it on the device, trigger registration again, and send a message to the device again. The message is now displayed in the notification bar.

    2. An operator fails to push a message to a specified account. Using the account to query the token in the troubleshooting tool detects that the account hasn’t been associated with a token yet. Please submit a ticket to check whether the account binding API for Android or iOS was called.

    3. After completing the TPNS integration, a developer pushes a message to a certain batch of device tokens, but an online user reports that the push message hasn't been reported. Querying the obtained token and pushID of the user in the troubleshooting tool detects that the token is not in the push list.


    Querying via an account

    1. Log in to the TPNS console.
    2. Select Message Management > Troubleshooting Tools on the left sidebar.
    3. Select the product and device from the drop-down list to be searched, and select Query by account for the Query Method.
    4. Enter the user account and click Query.
    5. Select the token associated with the account to view device details.

      • Account: refers to the unique ID of the user bound to the token, including OpenID and UID.
      • Token list: displays tokens in reverse chronological order by binding time. A maximum of 10 tokens are listed in a page. If the account is bound to multiple devices, the message will be pushed to the last device bound to this account. To push the message to all devices bound to this account, please change the push settings via the console or the API.

    Querying via a token

    1. Select Query through token for the Query Method on the Troubleshooting Tools page.
    2. Enter a token and click Query. You will see the device details on the right.

      • Token: refers to the unique 36-bit ID assigned to each device by TPNS.
      • If you want to obtain the device token, depending on your device type, please see the Android or iOS SDK documentation.

    Push query

    1. Click Push Query on the Troubleshooting Tools page.

    2. Enter the pushid (required) and the device token to be queried (required), and click Query to view the troubleshooting results.


      pushid acquisition method:

      1. Select Push Management -> Task List on the left sidebar to obtain the PushID to be queried.
      2. Obtain it from the response parameter of the push API.
    3. If the query result does not match the actual situation, or the problem persists, you can view the FAQs about push or submit a ticket with the pushID and token for assistance.


    Device query

    1. In what situations will the device token expire?
      • The token is valid for 90 days. If the device hasn’t been connected to the TPNS server for 90 consecutive days, the device will be considered as an unavailable device.
      • If the application has been uninstalled from the device, the token will be considered as an invalid token.
    2. I have enabled the notification bar, but why is “notification bar status: disabled” displayed in the device details?
      After the notification bar is enabled, please send the registration request from the client again to sync the notification bar status to the TPNS server.


    1. The account or tag push fails but the token push succeeds. Why does this happen?
      On the Query device detail page, verify that the token is associated with the target account or tag to implement the account or tag push.
    2. The push message is in the completed status and the device is normal. Why can’t I receive the message on my mobile phone?
      • Check that you selected the same environment for iOS and the token. For more information, see Push Environment Selection Description.
      • Check whether you entered the same app package name as in the TPNS console > Message Management > Basic Config. If different, check whether the Multi-Package Name Push feature is enabled.
      • If you’re using Android version P or later, add and use the Apache HTTP client library. To do this, add the following configuration to the AndroidManifest application node.
        <uses-library android:name="org.apache.http.legacy" android:required="false"/>
      • If you’re using a Mi phone, check whether the message is included in the ordinary notifications.
      • If you’re using a Meizu phone, check whether the message is included in the message box.
      • If you’re using a vivo phone, check whether the notification bar is manually enabled.
      • If you’re using a vivo or Huawei phone, check whether the notification banners and sounds are manually enabled.
      • Do not contain “test” and other sensitive words in your notifications because such notifications may be blocked by vendor channels.
      • Please note that the Vivo and OPPO push channels must be approved by vendors before being used.