Troubleshoot: 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.

Focus Modes (e.g., Do Not Disturb, Work, Sleep) or incorrect notification settings on iOS can block JumpCloud Protect push notifications.

Solution:

1. On your iOS device, open Settings > Focus.
   • Check if any Focus modes are active.
   • If a Focus mode is on, click it to disable it temporarily or allow JumpCloud Protect notifications within its settings.
2. Verify JumpCloud Protect's notification permissions:
   • Go to Settings > Notifications.
   • Scroll down and select JumpCloud Protect.
   • Ensure Allow Notifications is ON.
   • Check that Alerts (Lock Screen, Notification Center, Banners) are enabled as desired.
   • Enable Sounds and Badges if you want those indicators.
3. Test JumpCloud Protect notifications by triggering an MFA login prompt.

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.

For Apple devices:

• For Touch ID, ensure the sensor is clean and dry and the phone case or screen protector isn't obstructing it. Users can revert to using a passcode or can try again. See Apple's If Touch ID isn't working on your iPhone or iPad to learn more.
• For Face ID, ensure the user's face isn't obstructed and is looking directly at the sensor. Users can revert to using a passcode or try again. See Apple's If Face ID isn't working on your iPhone or iPad Pro to learn more.

If biometrics still aren't working, use a different MFA factor such as TOTP or webauthn.

To prevent this, disable the private relay by following these steps:

1. On your iOS device, go to Settings > [Your Name/Apple ID] > iCloud.
2. Select Private Relay.
3. Click the toggle key to turn Private Relay OFF.
4. Restart your iOS device.
5. Test JumpCloud Protect notifications again.

Disabling Private Relay may affect browsing privacy. You can re-enable it after testing if this does not fix the issue.

To fix this, follow these steps:

1. Restart your iOS device to fix temporary glitches.
2. After restarting, open the JumpCloud Protect app to run it in the foreground.
3. While the app is open, try logging into a service that requires JumpCloud Protect MFA.
4. Check if the push notification arrives in the app or as a system notification.

Solution:

1. Log in to your JumpCloud User Portal.
2. Go to the Security tab.
3. Under MFA Devices or Two-Factor Authentication, find your JumpCloud Protect enrollment.
4. Click to Remove or Delete this instance.
5. Follow prompts to re-add JumpCloud Protect as an MFA method by scanning a QR code with the app on your iOS device.
6. After re-enrolling, test login to confirm notifications and authentication work.

For detailed setup guidance, see Users: JumpCloud Protect® to learn more.

Treat the restored or new device as a fresh JumpCloud Protect setup. Follow the steps in the previous solution to remove and re-add JumpCloud Protect MFA. This deregisters the old instance and enrolls the current device.