Subscribe to Help Center RSS FeedThis article contains troubleshooting steps for common issues with JumpCloud Protect.
Here are some troubleshooting hints to ensure your users receive push notifications:
- Verify that the device is not in "Do Not Disturb" mode.
- Ensure that the device is connected to a strong Wi-Fi or cellular data signal.
- If using iOS, ensure that the JumpCloud Protect app has permission to receive push notifications in Settings.
- Restart the device and see if notifications have resumed.
- Contact JumpCloud's Support team.
A rare scenario can occur (for example after an OS update) where the token used for push notifications can change and cause users to not receive further notifications. In this case, users can open the Protect app to refresh the token, and notifications should resume. If the notifications still aren't working, the IT Admin can remove enrollment and re-enroll the user.
On Android devices, Push notifications do not wake the device from sleep, though a sound may play if enabled. Your users will need to wake the device before interacting with the Push notification. Also, notifications get grouped, so a user must drag down on the notifications from the top to view all of them.
If your users have configured an alternate MFA method such as TOTP or WebAuthn, they can use that method to log into their User Portal and remove Push enrollment and re-enroll. If they have not set up an alternative factor, the IT admin can remove Push enrollment.
For Apple devices:
- For Touch ID, ensure the sensor is clean and dry and the phone case or screen protector isn't obstructing it. Users can revert to using a passcode or can try again. See Apple's If Touch ID isn't working on your iPhone or iPad to learn more.
- For Face ID, ensure the user's face isn't obstructed and is looking directly at the sensor. Users can revert to using a passcode or try again. See Apple's If Face ID isn't working on your iPhone or iPad Pro to learn more.
If biometrics still aren't working, use a different MFA factor such as TOTP or webauthn.
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