This article contains troubleshooting steps for common issues with JumpCloud Protect.
Here are some troubleshooting hints to ensure your users receive push notifications:
- Verify that the device is not in “Do Not Disturb” mode.
- Ensure that the device is connected to a strong Wi-Fi or cellular data signal.
- If using iOS, ensure that the JumpCloud Protect app has permission to receive push notifications in Settings.
- Restart the device and see if notifications have resumed.
- Contact JumpCloud’s Support team.
A rare scenario (for example an OS update) is that the token used for the push notification could change and cause this. In this case, the user should open the app, which will refresh the token, and notifications should resume. If the notifications still are not working, try having the IT Admin remove enrollment and re-enroll the user.
On Android devices, Push notifications do not wake the device from sleep, though a sound may play if enabled. Your users will need to wake the device before interacting with the Push notification. Also, notifications get grouped, so a user must drag down on the notifications from the top to view all of them.
If your users have configured an alternate MFA method such as TOTP or WebAuthn, they can use that method to log into their User Portal and remove Push enrollment and re-enroll. If they have not set up an alternative factor, the IT admin can remove Push enrollment.
- Touch ID could fail because of a wet finger or something similar. User can revert to using passcode or can try TouchID again.
- Face ID could fail for multiple reasons (awkward positioning, mask-wearing). User can revert to using passcode or can try Face ID again.
- If Biometric is still not working the user should use a different factor such as TOTP or webauthn.