iOS Push Engagement: 2 Devices with the same namedUser; only 1 receives the push

We have been seeing some issues with push notifications not appearing on iOS devices if the same namedUser has been registered on another iOS device. I've been able to reproduce this behavior using the Engage Dashboard's Test Push tool.

To test I'm using iOS DeviceA with device ID:

54ee300fbbc3b394b76e0f8fa294a944d2af70d7192878f447a4cd79666b4da7

And iOS DeviceB with device ID:

bfed2a3bbcb7175c0867b9adf61b875adf72282df605966bc787e321ee24d723

Pushing to channel: ba73ca76-0798-4b01-a616-cb5fea8cd2e3

Both with registered to named user ID: devU472

 

In the UA dashboard, I'm able to perform a device lookup on both devices and all looks fine (Installed, Opted-In, Backgrounded, correct named_user_id), but I'm only able to receive the push notifications on the device that most recently opted-in.

For example:

  1. Install app on DeviceA
  2. Login to app on DeviceA
  3. DeviceA prompted and accepts push notification registration
  4. DeviceA is registered as namedUser = "devU472"
  5. DeviceA will now receive notifications
  6. Install app on DeviceB
  7. Login to app on DeviceB
  8. DeviceB prompted and accepts push notification registration
  9. DeviceB is registered as namedUser = "devU472"
  10. DeviceB will now receive notifications
  11. DeviceA no longer receives notifications
  12. Uninstall app on DeviceA and repeat

 

I'm seeing these results when pushes are delivered via our API as well as when sending test messages to the namedUser from the Urban Airship dashboard.

Is this the intended behavior?

When using the Send Test Message tool and viewing the report, I'm only seeing 1 alert sent.  Is there some configuration we are missing?

Thank you for any guidance.

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Comments

3 comments

  • Hi,

    Thanks for the very detailed report of your issue, this is very helpful. 

    This is not the intended behavior, so I would like to look into this. Can you provide me with the App Key for this project and if you can, a Push ID for one of the messages you tested with?

    Thanks

    Jay M.
    Urban Airship Technical Support

     

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  • Thanks Jay.

     

    Our App Key is: 

    dEi4PmmDSsG36HGVKScRdA

     

    And the Push ID for the most recent message is:

    92cab410-59ec-4fbe-aa05-fb6cf97489ee

     

    Thanks again.

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  • Thanks for sending those. 

    After digging around I see in our logs that your app is associating and disassociating channels IDs from various named user IDs continuously. 

    At the time you sent this message, one channel was disassociated from this named user id, and by today, both have. In the meantime, one channel has been associated with a completely different named user ID. 

    If we look at one day only for one channel, you can see how many times this happens for different named users:

    2018-10-31 23:48:28 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"U411"}
    2018-10-31 23:48:28 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"U411"}
    2018-10-31 23:48:30 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"U411"}
    2018-10-31 23:48:33 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-10-31 23:48:58 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:48:58 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:53:14 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:53:42 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-10-31 23:54:00 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU411"}
    2018-10-31 23:54:00 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU411"}
    2018-10-31 23:54:11 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU411"}
    2018-10-31 23:55:03 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-10-31 23:55:20 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:55:21 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:56:03 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU457"}
    2018-10-31 23:56:06 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-10-31 23:56:26 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:56:26 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:57:10 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:58:04 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:58:06 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-10-31 23:58:24 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-10-31 23:58:24 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:00:27 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:02:09 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-11-01 0:02:34 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:02:35 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:03:38 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:06:44 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:07:01 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:07:05 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:20:13 disassociate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3"}
    2018-11-01 0:20:37 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:20:37 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:21:39 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:21:42 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:32:01 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}
    2018-11-01 0:57:35 associate {"device_type":"ios","channel_id":"ba73ca76-0798-4b01-a616-cb5fea8cd2e3","named_user_id":"devU472"}


    Named User ID association should happen only on specific occurrences, such as account login (as opposed to perhaps app open). I recommend going through our implementation guide, and especially the best practices section: https://support.urbanairship.com/hc/en-us/articles/360012434371-Step-7-Named-User

    So you would need to look at your implementation and figure out where this is happening and sort it out. 

    Let us know if you have any questions about this. 

    Jay M.
    Urban Airship Technical Support

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