Push notifications do not work in iOS 10 devices when connecting HipChat Server

Summary

Push notifications don't work in iOS 10. 

Environment

• HipChat for iOS v3.14, v3.16.1
• iOS 10

Steps to Reproduce

1. Install HipChat on an iPhone running iOS 10
2. Login to HipChat
3. Test sending a push notification (either mentions or 1-1 chat)

Actual Results

The device doesn't receive push notifications.

Expected Results

The device receives push notifications successfully.

Notes

For some reason, the device is not registered under the notification section of the user's account (hipchat.com/account/notifications). The iPhone/iPad section still says 'Get the app' despite being signed in to the device.

Workaround and Testing

HipChat Server Possible Workarounds:

Enabling/Disabling Notification Workaround (Ran by the end-user)

1. Log into the iOS HipChat app.
2. Navigate to 'Settings'
3. Turn off all notification settings
4. Turn on all notification settings
5. Log into the HipChat Server web interface and verify that the app is registered at https://<hipchat_server_FQDN>/account/notifications (Web UI -> EDIT PROFILE -> Notifications (on left side bar) -> iPhone/iPad)
   1. If the device doesn't show as registered, log out of the iOS HipChat app and log back in.
   2. If the device is showing as registered, run through the push notification test steps below.
6. If you're still having a problem, please reach out to your HipChat Server admin to follow 'Check the device token' check below

Check the device token (Ran by the HipChat Server admin)

1. Have the end-user log into the iOS HipChat app
2. As the admin, log into HipChat Server CLI and run:

   DBPASS=$(awk '/"pass"/ {gsub(/[",]/,"");print $2}' /hipchat/config/site.json) && mysql -uroot -p$DBPASS hipchat -e 'SELECT * FROM external_devices WHERE user_id=<UID>\G'
   

   Replace <UID> with the users id. The users id can be found by logging into the web UI, select GROUP ADMIN, select USERS, search for the user, click on their name. The number at the end of the URL is the users id.

3. In the output, verify that the 'push token' row data starts with 'prod' and not 'GCM'
   1. If it's missing, have the end-user log out and log back one more time.
   2. If the output starts with 'GCM' and not 'prod', then clear the entry in the database by running this command in the HipChat Server CLI:

      DBPASS=$(awk '/"pass"/ {gsub(/[",]/,"");print $2}' /hipchat/config/site.json) && mysql -uroot -p$DBPASS hipchat -e 'DELETE FROM external_devices WHERE user_id=<ID>;'
      

      Then have the user log out and log back in and run through the push notification test steps above.

HipChat Cloud Possible Workarounds

Enabling/Disabling Notification Workaround (HipChat Server End-User)

1. Log into the iOS HipChat app.
2. Navigate to 'Settings'
3. Turn off all notification settings
4. Turn on all notification settings
5. Log into the HipChat web interface and verify that the app is registered at https://<group_name>.hipchat.com/account/notifications (Web UI -> EDIT PROFILE -> Notifications (on left side bar)
   -> iPhone/iPad)
   1. If the device doesn't show as registered, log out of the iOS HipChat app and log back in.
   2. If the device is showing as registered, run through the push notification test steps below.
6. If it still isn't showing as registered after you've logged in, please contact HipChat Cloud support at support.atlassian.com.

How To Test Push Notifications

1. Log out of the desktop and web app HipChat clients.
2. Log into the iOS HipChat app.
3. Once logged in, swipe close the app (but don't log out!). This will put the device into 'away' status and eventually 'offline' status (once the session times out).
4. Have another user verify that you are listed as offline, then send you a 1-1 message or @mention you in a public room. This should trigger a push notification to the device.