Not getting text notifications

[Keith Belt]

Been receiving emails fine, but have not been receiving text messages.  All vehicles enabled in Notifications setup.  I know some carriers block automation-generated text messages (I’ve seen this problem with sending M1-generated notification emails to a phone) so not sure if this is the engine or my carrier (ATT).  Suggestions?

PS. What is the “App push” setting in the notifications? The knowledge base was not terribly clear on that.

K.

[Michael Burrell]

Keith,

The text notifications work similar to an email notification when coming from the service. In your example, we would utilize ATT’s email to text service. Essentially, it is just your mobile number followed by @txt.att.net. Be sure to select the proper carrier when setting up the phone number information as this indicates to the site which service to add to the number. 

That said, I believe are having an issue with phone number storage which is likely impacting the text notifications as well. I have meeting in the morning with the web team to discuss the issue in more detail, they have been working on since you reported the issue over the weekend. We suspect an update to the core services with in the site are likely causing an issue.

As for the Push Notifications, these are notifications that are pushed to the device that are from the app. This will appear as a ElkConnect notification on the device. In order to enable this, you will need to enable the push option in the user login of the elkconect.com site. Then you will need to login with the USER’s login credentials in app, then connect to the control with a user pin. This will enable push notifications to the device. Note, if you login to the same device with an Installer level login, it will clear the push notification “bit” that gets set when the user logins. This is intentional as it would be problematic for installers to recieve push notifications from each panel they connect to.

We should have an update on the text notification issue soon.

Thanks,

Mike

 

 

[Michael Burrell]

Note: I was able to test text notifications for exisiting devices on ElkConnect and I am getting text notifications. It is possible this is only impacting newly saved phone numbers. I will investigate more tomorrow.

 

[Michael Burrell]

Keith,

We pushed out an update to ElkConnect.com yesterday to address an issue with setting the phone number up. Please check and see if you are still experiencing this issue.

Thanks,
Mike

[Keith Belt]

I think I’m getting texts now.

[JOHN WADE]

Mike,  Can you clarify how a user can stop emailed push notifications on their own authority?

[Michael Burrell]

John – The user can do so by logging into elkconnect.com, then natigating to Notifications.

When they get to this page, click on the system they want to edit the notifications for. Click the pencil icon on the right. My demo account has an extra panel due to testing, most customers will just see the one.

Then they will see a page similar to this one one below. The boxes next the user’s name will indicate which notification methods are enabled. Email, Text, and Push. If the box is “blue” it is enabled. If it is “white” is not. If there is no box at all, then this information is not provided. For example, if the first box is there but there is just an App Push box. Then the phone number hasnt been added for this customer to accept text messages.

To disable email notifications, just click the box with them email address in it. It will turn white and it will no longer be enabled.

If you have any additional questions, please feel free to ask.

Thanks,

Mike

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