Not receiving notifications in the iOS app

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For the last few days, I haven't been receiving any notifications from IMDb on my iPad. However, I am receiving them on my phone. Both iOS devices are up to date as are the apps and notifications are enabled on both devices so I don't understand why one is working and the other isn't.
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Kristen C

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Posted 9 months ago

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Kristen C

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Any update?
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John, Employee

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Hi Kristen - many apologies that we haven't been able to solve this. From what we can see on our end, your devices last sent an update (to subscribe or unsubscribe) back in November; each of your subsequent attempts to turn it on or off haven't come through. 

I'm going to try (one more time) to send some direct test messages to your iPad. I'm going to send five different messages. Please let me know if they come through.

If they don't, then we believe something in the Apple iOS software is blocking your endpoints from receiving notifications. If that's the case, we're pretty much out of options on our side :(. 

Sending tests now!
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Kristen C

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I don't know what kind of "test" it is, but I've been using my iPad for the last hour and haven't received any kind of notification from IMDb. All notification options for the app are turned on though. I don't understand how before December, everything was somewhat good and dandy and now, nothing. Thanks for helping me out.
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Kristen C

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The strangest thing is I received a brand new iPhone for Christmas. Ever since I downloaded IMDb onto it, I haven't received a single notification.
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Kristen C

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Is there another way for me to "turn on updates" so that I receive notifications on my iOS device? I just don't understand how this is the only app out of 100+ on my iPad that I am having issues with and for this long 
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Kristen C

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I’m sorry for badgering about this for so long but I truly love the imdb app and am trying to do whatever I can so I can start receiving notifications again. Is there a way for me to subscribe to receive updates that I haven’t tried yet?
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John, Employee

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Kristen - just for sanity - can you confirm that when you go to iOS Settings -> Notifications -> IMDb, it looks like this? 


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Kristen C

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Yes. 
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Kristen C

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Could I have done something that (for whatever reason) stopped me from receiving notifications from the app without realizing it and for notifications to still not work even after resetting the device entirely / downloading the app on a brand new device?
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Kristen C

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I want to say thank you again for your patience with me / my issue. I just still don't understand how I can be receiving notifications from IMDb and then one day have them completely stop?
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Kristen C

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I'm still receiving notifications from IMDb via email, just not from the iOS app itself.
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Kristen C

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I've even tried toggling "allow notifications" off / on in my Settings and nothing's worked even after multiple app updates.
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Kristen C

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Could it have anything to do with me possibly hitting "clear cache" back when I first started having issues in December?
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John, Employee

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No worries at all - we're here to help (and many apologies we haven't been able to sort this out yet!).

We don't use the cache for anything related to notifications, so that wouldn't have caused this issue. Based on what our notification service is telling us, we see your phone as "active" - and when I try sending test messages to your iPad, it says that it delivered successfully. That's why I wanted you to check your iOS Settings (in case that was what blocked the message). 

So sorry you're dealing with this - we'll keep noodling!


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Kristen C

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Thanks!!!!
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Kristen C

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The odd thing is before I had set up my new iPhone, I was still receiving notifications on my old one. When I set my new phone up with the IMDb app, I never received a single notification.
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John, Employee

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We're looking into that, too - there could be some issue with your account, some crossed wires between the devices... we'll keep you posted!
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Kristen C

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Thanks!
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Kristen C

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So it's been 7 months since I originally posted about my issue and 2 months since my last correspondence. Is there any update on how to resolve my issue of not receiving notifications from IMDb (even though everything is toggled on) and the app has gone through numerous updates with no change?
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John, Employee

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Hi Kristen - sorry for the lack of response on this issue.

From everything we've been able to pull apart, it looks like the iOS operating system on your device is telling our notifications system that your phone "isn't active". We have no clue why; we've tried resetting things on our end, and have worked with our partner team who owns the notification system, but it's not solving the issue. If this is the case, the problem would need to be solved directly with Apple (and our hands are tied).

I'm very sorry about this - we're truly puzzled, and have involved as many teams as we could over here to troubleshoot. If we have any further developments, I'll reply back on this thread. Thanks so much for your patience. 
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Ian Myers

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Hi I am in the same boat. I have zero problems with notifications in any other app but get no notications for IMDb. I am sure they are turned on.
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Kristen C

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Thanks for letting me know I'm not the only one experiencing this issue :)
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Ian Myers

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John or anyone, can we get some clarity here. Again, this is the only app I have with problems and I have hundreds of apps! It’s an issue on your side and is affecting multiple users!
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Kristen C

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John or anyone, this has been going on 9+ months! It’s an issue with the app on your end (not Apple) because all my other apps are working fine.
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John, Employee

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Hi Kristen and Ian - 

Sorry for the lack of response! I'll reopen the case with the team that manages our notifications platform. I'm also going to ask our Customer Service team to contact you privately / securely so we can gather additional information about your account (for deeper troubleshooting). 

In the meantime - Ian, if you can provide details on when you last received a push notification from us, that would be helpful. Thanks!

John
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Ian Myers

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From rough memory, I think I did recieve notifications when I first, first installed the app. This was probably 5 or so years ago and from what I recall, you couldn’t fine-turn them like you can now so I opted out. I recently decided I might want them and tried turning them back in around a month ago. I also tried turning it back off and on another time hoping to force a reset.

I have not recieved a single notication since deciding to opt back in. Again, I have zero issues here with this with any other app (and i have a lot of apps)

Feel free to send me some test notications if you want to analyze the reports. My email by the way is ijm8710@gmail.com or let me know best way to communicate this privately like you mentioned.
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Ian Myers

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@john
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Ian Myers

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John you can be more timely here. I provided what you asked and have heard nothing
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John, Employee

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Hi Ian - so sorry, I've gotten the information I need from Customer Service. We're working with our partner team to understand if there's any information we can gather beyond what we tracked down for Kristen. I'll keep you updated as I learn more!
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Ian Myers

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I’m pretty techie and have a lot of experience with working with a bunch of engineering teams. So I know you mentioned sending some test alerts with Kristen, I’m much more familiar with doing that. Either way, I see that this has been an issue for over a year for her (only recently for me but that’s because I had them disabled for years). And it’s definitely not an isolated issue. The fact that this was closed when you couldn’t troubleshoot with her is quite alarming. I just want confidence that a) we can move proactively to test things, keep things moving, as I am here for whatever you need and have provided my contact b) that you truly push it to the limit and don’t just consider it closed becuase you don’t have a solution ....again, I have tons of apps (1,330 to be exact). I probably receive consistent notifications on at least 50 of them. And this is the only app that I have this issue with.

I was kind of hoping you could look into my account specifically like you did for her. Does it confirm receipt on your side for me and is my token active, etc.
(Edited)
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John, Employee

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Sure - that's exactly our plan. Specifically, what we were seeing with this issue was an expired device token in the Apple OS - when we were sending a notification to the phone (which we showed as ACTIVE in our system), Apple was rejecting the notification. We tried hard resets, but this didn't update Apple's token.

Per our support team, the reasons for a device token being unreachable are opaque and need Apple support to investigate in the OS. It's a weird bug that we hadn't seen before - and, hopefully, it's not the same thing you're experiencing. 
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Ian Myers

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Pretty sure I’ve seen bigger apps have direct Apple reps to guide them, correct? Even if there’s a delay, you will get an actual internal member of the OS team to give this guidance? Can we test on my account to see if I have the same symptoms?
(Edited)
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John, Employee

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Yep! We'll test on Monday.