Known issues with Android notifications

Created by Level 1 Support Team, Modified on Sat, 13 Jun, 2020 at 2:19 PM by Mohamed Azher

Note: In ReachApp Notifications are sent to the device you logged into last. If you are signed into multiple devices, the last device you signed into will get the notifications.

You can try to log out and login to register your device for notification once again.

In some cases, certain Android devices or third-party apps may block Reachapp from sending mobile notifications. Below you’ll find some steps you can take to troubleshoot the issues we’re aware of. If you need any help along the way, contact us – we’re ready to help!

Note: after following any of these steps, we recommend restarting your device to make sure the changes have been applied successfully.

Tip: For an overview of some of the most common notification issues, take a look at Troubleshoot Reachapp notifications

Android operating systems

Android version 6.0.1+

For devices running Android version 6.0.1 and newer, check that your battery optimisation is not preventing Reachapp from sending you notifications:

From the app drawer, tap Settings.
Select Battery.
Tap the Overflow menu icon and choose Battery Optimization.
Tap the downward caret and choose All apps.
Tap Reachapp, then tap Don’t optimize.

Android version 7+

From the app drawer, tap Settings.
Select Apps.
Find and tap Reachapp.
Select Battery, then tap Battery Optimisation.
From here, select the Apps not optimised option and change it to All apps.
Find Reachapp in this list and set to Don’t optimise.

Android version 9

For devices running Android version 9, make sure the Adaptive Battery feature is not preventing Reachapp from sending you notifications:

From the app drawer, tap Settings.
Select Battery.
Choose Adaptive Battery.
Tap Restricted apps and make sure Reachapp is not listed.

Third-party apps

Clean Master

This third-party app manages battery saving and RAM.

Visit the app’s Tools tab.
Select the Notification Cleaner.
Tap the cog icon.
Disable this feature for Reachapp only or for all notifications.

Security Master

This third-party security app could be blocking Reachapp from sending notifications:

Visit the app’s Notification Cleaner.
Tap the cog icon.
Ensure that Reachapp is unticked and listed under Apps – Notifications Allowed.

Note: In some cases, you may need to uninstall the app in order to receive mobile notifications.

Android device models

A list of Android devices and models known to have issues with Reachapp notifications is shown below.

Asus Zenfone (Android 7.0)

Step 1: Ensure that Reachapp is set to auto-start

From the app drawer, tap Settings.
Tap Power Management.
Select Auto-start Manager.
Find Reachapp and make sure it’s enabled.

Step 2: List Reachapp as a protected app

From the app drawer, tap Mobile Manager.
Tap Boost.
Tap Enable Super Boost, then select Protected app list.
Verify that Reachapp is on the list.

Asus Zenfone 2

Make sure that Reachapp is allowed to begin on startup from your Auto-start manager:

From the app drawer, tap Apps.
Tap Auto-start manager.
Toggle Reachapp to Allow.

Huawei Honor 6

Step 1: List Reachapp as a protected app

From the app drawer, tap Settings.
Tap Power Saving.
Tap Protected apps.
Toggle Reachapp to enable.

Step 2: Enable Reachapp in the Notification Manager

From the app drawer, tap Settings.
Tap Notification Manager.
Select Notify for Reachapp to receive push notifications.

Huawei Honor 8

Step 1: List Reachapp as a protected app

From the app drawer, tap Settings.
Tap Advanced Settings.
Tap Battery Manager.
Tap Protected apps (or Close apps after screen lock).
Toggle Reachapp to enable.

Step 2: Ignore battery optimisations for Reachapp

From the app drawer, tap Settings.
Tap Apps.
Tap Advanced.
Select Ignore battery optimizations.
Choose Reachapp and ignore the app.

Step 3: Allow notifications from Reachapp

From the app drawer, tap Settings.
Select the Notification Panel & Status Bar.
Tap Notification Center and find Reachapp.
Ensure that Allow Notifications and Priority Display are active.

Huawei P8 lite

Step 1: Enable Reachapp to run at startup

From the app drawer, tap Phone Manager.
Swipe left and tap Startup Manager.
Tap Reachapp and ensure that it’s set to run automatically at system startup.

Step 2: Allow notifications from Reachapp

From the app drawer, tap Phone Manager.
Swipe left and tap Notification Manager.
Tap Rules and ensure that Reachapp is set up to send notifications to the notification panel. Check if any other settings in this view could be blocking notifications.

Huawei Mate 8 & Huawei Nova Plus

Make sure that Reachapp is exempt from your device’s battery optimisation features:

From the app drawer, tap Settings.
Tap Advanced Settings.
Tap Battery Manager.
Tap Protected apps.
Toggle Reachapp to enable.

Huawei P20 & P30

From the app drawer, tap Settings.
Tap Apps.
Tap Reachapp.
Select Power usage, followed by App launch.
Toggle Manage automatically to Off.
Then, toggle Auto-launch, Secondary launch and Run in Background to On.

LeEco/LeTV

Step 1: Enable Reachapp to run at startup

From the app drawer, tap Settings.
Tap Permissions.
Tap Manage Auto Launch. If you’ve enabled other apps to auto-launch, you’ll see You’ve enabled [x] apps to auto launch.
Toggle Reachapp to enable.

Step 2: List Reachapp as a protected app

From the app drawer, tap Settings.
Select Battery, then tap Power saving management.
Select App Protection.
Toggle Reachapp to enable.

Note: If you have enabled Lock Screen Cleanup and Ultra Long Standby during Sleep, you must disable them to allow Reachapp notifications.

Lenovo

Enable the auto-start setting for the Reachapp app:

From the app drawer, tap Settings.
Tap Power Manager.
Select Background app management.
Toggle Reachapp to Allow auto-start.

OnePlus (Android 7.0 and earlier)

For versions earlier than Android 8.0 Oreo, make sure that Reachapp is set to auto-launch:

From the app drawer, tap Settings.
Tap Apps.
Tap the cog icon in the top right.
Select App Autolaunch.
Toggle Reachapp to enable.

OnePlus (Android 8.0 and later)

Step 1: Check that app storage is set to clear normally

From the app drawer, tap Settings.
Tap Advanced.
Select Recent apps management.
Ensure that Normal clear is enabled.

Step 2: Exclude Reachapp from battery optimisation

From the app drawer, tap Settings.
Tap Battery, then Battery Optimisation.
Tap Apps not optimised and select All apps.
Find Reachapp and make sure it’s set to Don’t optimise.

OnePlus 3

Adjust your battery optimisation to allow notifications from Reachapp when it’s running in the background:

From the app drawer, tap Settings.
Tap Battery.
Select Battery Optimization.
Tap the Overflow menu in the top right of that screen.
Select Advanced Optimization.
Toggle Reachapp to off.

OPPO

Step 1: List Reachapp as a protected app

From the app drawer, tap Settings.
Tap Advanced Settings.
Tap Battery Manager, then Protected Apps.
Toggle Reachapp to enable protection.

Step 2: Ignore battery optimisation for Reachapp

Tap on Settings.
Select Battery, then tap on Energy Saver.
Find Reachapp and ensure that Freeze when in Background, Abnormal Apps Optimisation and Doze are all disabled.

Step 3: Allow notifications from Reachapp

From the app drawer, tap Settings.
Tap Notification Panel & Status Bar.
Tap Notification Centre.
Find Reachapp and activate allow notifications and priority display.

Step 4: Add Reachapp to start up manager

Open the Security app.
Select Privacy Permissions, then Start up manager.
Find Reachapp and ensure this setting is enabled.

Samsung

Step 1: Prioritise notifications from Reachapp

Android 8

From the device drawer/shade, tap Settings.
Tap Apps.
Select Reachapp.
Under App Setting, tap Notifications.
Select Messages & Mentions.
Select Do Not Disturb Custom Exception.

Android 9

From the device drawer/shade, tap Settings.
Tap Apps.
Select Reachapp.
Under App Setting, tap Notifications.
Select Messages & Mentions, then Advanced.
Select Do Not Disturb Custom Exception.

Step 2: Exclude Reachapp from battery optimisation

From the app drawer, tap Settings.
Tap Device management.
Select Battery.
Tap Unmonitored apps.
Add Reachapp to this list.

Xiaomi

Step 1: check that Reachapp is given permission to autostart

From the app drawer, tap Security.
Tap Permissions.
Tap Autostart.
Toggle Reachapp to enable.

Step 2: ignore battery restrictions for Reachapp

From the device drawer/shade, tap Settings.
Select Manage Apps’ Battery Usage.
Tap Apps.
Tap Reachapp, then tap No Restrictions.

Step 3: Allow notifications from Reachapp

From the device drawer/shade, tap Settings.
Select App Notifications.
Tap Reachapp.
Toggle on Set as priority.