Issue Summary

Pixel devices have encountered an issue where Opsgenie notifications will not appear on their devices. Opsgenie logs do show the push notifications as ‘sent’ and ‘received’. This issue does not occur for other Android devices. This issue also appears to not occur with older versions of Opsgenie on Pixels. 

Steps to Reproduce

One must update or install Opsgenie to be on the latest version - v3.8.6

If the issue occurs on pixel, it can be continued to be replicated until fixed.

At this time, there has been no pattern noted for fixing the issue. As in - it’s possible to fix the issue through troubleshooting steps, but is not guaranteed; And the issue appears to randomly fixed through troubleshooting steps. There has been no ‘one step’ that provides the fix.

Expected Results

Users who have set up Opsgenie on their Pixel, should see the app appear in their Opsgenie account under Settings > Contact Methods.

Users should have notification rules to be notified via the app.

As long as Opsgenie app notifications are allowed on their device and notifications are correctly set up within Opsgenie, users should receive push notifications.

Actual Results

Users on Pixel do not receive push notifications. Logs show: 

[alertRecipient] Rule[New Alert][Create] -> Sent [mobile] notification to [xxx - Android 14 - v3.8.6], MobileStatus: sent
[alertRecipient] Rule[New Alert][Create] -> Sent [mobile] notification to [xxx - Android 14 - v3.8.6], MobileStatus: sent

Workaround

Users can use sms, voice, or email notifications without issues on Pixel. This is a guaranteed method to be notified if push notifications are not working. 

The following are not guaranteed solutions but are troubleshooting steps that some users may find success with:

1. Settings > Apps > Opsgenie > ‘pause app activity if unused' - Make sure this is not enabled. We’ve had users find that even new installs of Opsgenie will have this setting enabled. Some users have reported that disabling this setting fixes the issue

1. Battery Optimization or Power Saving Mode - Check these settings following the steps here. These settings may limit notifications to reserve battery usage