Problems with push notifications: General troubleshooting

If you have completed the device-specific troubleshooting steps and problems with push notifications persist (or if there are no troubleshooting steps specific to your device), please proceed as follows:

1. Restart device: First, reboot your phone.
2. Check connectivity: Check if the issue persists when you connect your device to different networks (e.g., mobile network, Wi-Fi at home, Wi-Fi at work, etc.). If the issue only occurs when your device is connected to a specific network, please contact your Internet service provider or the respective network administrators.
3. Review app notification: Make sure that app notifications have not been accidentally deactivated: In the Android settings, go to “Apps > See all apps > Threema > Notifications,” and activate “All Threema notifications.”
4. Activate “Background data” and “Unrestricted mobile data usage”: In the Android settings, navigate to “Apps > See all apps > Threema > Mobile data usage,” and make sure that “Background data” and “Unrestricted mobile data usage” are both activated. Repeat this process with “Google Play services.”
5. Deactivate Android’s Battery Saver mode or add Threema to exclusion list: In the Android settings, navigate to “Apps > See all apps > Threema > App battery usage,” tap “Allow background usage,” and activate the option “Unrestricted.”
6. Reset notification sound settings: In Threema, navigate to “Settings > About Threema > Advanced options,” and select “Reset notification sound settings.”
7. Reset push token: If the issue persists after you have completed all steps listed above, please reset the push token in Threema: “Settings > About Threema > Advanced options > Reset push token.”
8. Update Google Play services: Make sure that you are using the most recent version of Google Play Services. The Google Play Service can be updated in the Google Play Store.

Please also note:

• Force-quitting Threema: If you quit Threema in the Android settings by selecting “Apps > See all apps > Threema > Force stop,” you won’t receive push notifications until you reopen the app.
• Third-party applications: System-optimization apps by third-party developers can interfere with Threema. If you use anti-virus, battery-saver or similar apps, please temporarily deactivate them for testing purposes, or add Threema to the apps’ exclusion lists.
• Muted chats: If you don’t receive notifications of incoming messages from a specific contact or group, make sure that the notification settings of the respective chat are set as desired in the system settings of your device: Tap “Apps > Threema > Notifications,” and select the respective chat.
• Delays on Android 6 and above: On Android 6 and later, push notifications will be delayed by a few minutes if your device is stationary for a certain amount of time. This is due to Android’s Doze Mode, which significantly reduces power consumption during standby.

Should the problem persist after you have considered all suggestions listed here, please contact the manufacturer of your device.