Customer Issue

Former iOS mobile app users (who have uninstalled the mobile app and are, therefore, now email users) never receive a communication if push notification and at least one other channel is selected.

Environment

• Employee Experience | iOS mobile app
• Studio | Campaigns

Issue Details

If both email and push notifications are selected, users will only receive one communication. If a user has the mobile app installed, they can receive a push notification. If they do not, they should receive an email. Instead, for iOS users only, Campaigns are failing to detect that the iOS mobile app is uninstalled, so the iOS users are never updated as “unreachable by push”, so the orchestration engine may still attempt to send communications via push notification.

This will also affect campaigns sent only via mobile push notification. The user does not receive a push notification because the app is not installed.

Resolution

Setting a campaign as email only will force an email to all users in the campaign audience. All campaigns will be published on the web experience either to a Topic or the For You feed.

Developers have confirmed that this issue is resolved. This issue has therefore been moved to the Completes Issues Tracker.

• User is unable to receive "Push Notification", when app is uninstalled from the device.
• User is successfully able to receive "Push Notification" when app is installed.

(Issue ID: EE-15319, formerly FLY-11244)