Mobile SDK troubleshooting
Troubleshoot common issues with the OneSignal Mobile SDK, including setup errors, push delivery problems, and in-app messaging issues for iOS, Android, Unity, Flutter, React Native, and more.
If you are having issues with your website and no mobile apps, see our Web Push Troubleshooting guide.
Troubleshooting steps
1. Review setup instructions and update the OneSignal SDK
Our Mobile SDK setup instructions are designed to help prevent common issues and test the integration.
We frequently release updates with bug fixes, improvements, and support for the latest operating system changes.
If you’re experiencing issues, first ensure you are using our latest SDK version and followed the setup instructions.
2. Common troubleshooting guides
Notifications not shown or delayed
Sending push notifications and they are not shown on the device or delayed.
Notification images not showing
Notification images are not showing in the expanded view of the notification.
Notification CTR
Low or no clicks on notifications.
Duplicated notifications
Notifications are being shown multiple times.
In-app message troubleshooting
Troubleshoot common issues with in-app messages.
3. Test the example project for your SDK
Check to see if your issue is reproducible using the build created by our engineering team for each SDK .
- iOS example project
- Android example project
- Cordova variants example project
- React Native example project
- Flutter example project
- Unity example project
- .NET Maui example project
4. Check the error logs
Before diagnosing issues, it’s important to gather log data:
- Follow our guide on capturing a debug log.
- Look for errors, warnings, or deprecation notices that could explain the behavior.
5. Contact support
If you are still having issues:
- Contact
support@onesignal.com
with:- Your OneSignal App ID.
- Your External ID and/or Subscription ID of the device you are experiencing the issue on.
- The notification ID or a link to the notification in the OneSignal Dashboard if applicable.
- A debug log from the device reproducing the issue if possible.
FAQ
What happens if I change my OneSignal App ID in my app?
Changing the OneSignal App ID in your app’s initialization code will create a brand new user and push subscription under the new App ID when the user updates and opens the app to the latest version.
If your iOS bundle ID and/or Android package ID are the same, then the device will continue with the same push subscription status. The user data will be brand new i.e. you will need to add back your aliases, tags, email address, phone number on the new record.
If the iOS bundle ID or Android package ID are different, then this this a brand new app and should have different push certs/keys.
Can OneSignal send push notifications in an on-premise closed network?
This can work as long as the computers on your closed network have access to the push gateway servers that you want to support:
- https://support.apple.com/en-us/HT203609
- https://firebase.google.com/docs/cloud-messaging/concept-options#messaging-ports-and-your-firewall
If the network is completely disconnected from the Internet, push notifications cannot be delivered via the standard OS/browser services, which is what we support.