Troubleshooting Notifications – All Aware Support

Follow these steps if you are unable to receive a push notification on your mobile device after opening and closing your Flex Aware. If these steps help you and you are able to receive a push notification successfully, you can continue the installation process here.

A successful open/close signal is a double yellow blink. If your device blinks red, please see our LED troubleshooting guide.

Index of Steps:

1. Check Batteries

Before starting to troubleshoot notification problems, first check to see if the Flex Aware blinks when you open and close the magnet/contact.

If there is no yellow blink, your device is not receiving power. Remove and reinsert the batteries, making sure they are facing the right direction.

If your batteries are installed correctly, but you still do not see two yellow blinks, your batteries may be defective. Install 4 new lithium batteries (we do not recommend using alkaline batteries), then try again.

If your device blinks yellow twice and you receive a push notification, great! You can c ontinue the installation process here.
If your device blinks yellow twice, but you still do not receive a push notification, continue troubleshooting with step 3.
If your device still does not blink yellow twice, continue to step 2.

2. Check Magnet Position

If you device still does not blink after installing new batteries, check to make sure you are testing with the correct magnet position. Try testing opening and closing the magnet on the left, top, and bottom position. If you would like to change the magnet position, follow the steps found here.

If your device blinks yellow twice and you receive a push notification, great! You can c ontinue the installation process here.
If your device blinks yellow twice, but you still do not receive a push notification, continue troubleshooting with step 3.
If you still do not see two yellow blinks from your device after multiple attempts, please contact All Aware support.

3. Check Sensor Activity Notification

Ensure that you have an active "Sensor Activity" notification set up and activated, and that it is linked to your Flex Aware. To do this:

Log in to the All Aware app
Tap the More menu icon in the lower right-hand corner
Tap Notifications
Tap Edit Notifications
Tap Sensor Activity
If there is no Sensor Activity notification, follow the steps here to create a new notification.
- Make sure the notification is active
- Select the checkbox next to the sensor that you would like to receive notifications for
- Ensure there is a recipient for the notification. If not, tap +Add
Tap Save

Repeat these steps for any additional Flex Aware sensors you have, ensuring that you select the checkbox next to the device you would like to receive notifications for. You will NOT receive a notification if the checkbox is left unselected.

Try to open and close your device again.

If your device blinks yellow twice and you receive a push notification, great! You can c ontinue the installation process here.
If your device blinks yellow twice, but you still do not receive a push notification, continue troubleshooting with step 4.

4. Check your Mobile Device's Settings

Check your mobile device's settings to make sure that you have push notifications allowed for the All Aware app. To do this:

iOS:

Tap Settings
Tap All Aware
Tap Notifications
Toggle on "Allow notifications"
Tap "Immediate Delivery"

Android:

Tap Settings
Tap Apps
Tap All Aware
Tap Notifications
Toggle on "Allow notifications"

Try to open and close your device again.

If your device blinks yellow twice and you receive a push notification, great! You can c ontinue the installation process here.
If your device blinks yellow twice, but you still do not receive a push notification
- iOS users: Continue troubleshooting with step 5
- Android users: Continue troubleshooting with step 6

5. Check Focus Settings (iOS Users)

For iOS users, your Focus settings like "Do Not Disturb" might be filtering out notifications. To check this, open control center on your mobile device.

iPhone X and later

To open Control Center, swipe down from the top-right corner of your screen.
To close Control Center, swipe up from the bottom of the screen or tap the screen.

iPhone SE, and iPhone 8 and earlier

To open Control Center, swipe up from the bottom edge of any screen.
To close Control Center, tap the top of the screen or press the Home button.

If you see that a Focus mode says "On" tap the symbol to ensure that the Focus mode is turned off. For instructions on how to receive notifications even while in a Focus mode, click here.

Try to open and close the Flex Aware again with Focus turned off.

If your device blinks yellow twice and you receive a push notification, great! You can c ontinue the installation process here. Consider adding your All Aware app to a Focus mode.
If your device blinks yellow twice, but you still do not receive a push notification, continue troubleshooting with step 6.

6. Check Cellular Service

If your device blinks yellow twice, but you still do not receive a push notification on your mobile device, check your mobile device to ensure you are receiving at least two bars of cellular service (or connected to Wi-Fi). Try opening and closing the contact on your device. If the Flex Aware blinks yellow twice:

Log in to the All Aware app
Tap the Activity menu icon in the bottom navigation
Wait for 15 seconds
Look for sensor activity within the past few minutes.

If you see activity for your Flex Aware, but do not receive a push notification, then the Flex Aware is successfully communicating with your mobile device and you have a problem with your notification. To solve this,

If you haven't already completed the above steps, troubleshoot by starting at step 3.
If you have already completed the above troubleshooting steps, please contact All Aware support.

Contact All Aware Support

We are here to help! If you followed all of the above steps and still can't get a push notification on your mobile device, please contact All Aware support.