[Bug]: some of the user device is not in the subscription list

[softsan]

What happened?

I am using OneSignal latest SDK in my Android app. We had several beta users earlier in our app. Now we did a full roll out to production. So push notifications for those few beta users are not working and there are no subscription records of those device/users in OneSignal dashboard. It works fine for other thousand of users. but not for these few users. We already asked them to clear their cache, uninstall app and freshly install the app. We double checked that they have given push permission properly.

So what could be the cause of this? Since this happens in Prod I don't have user device's OneSignal logs.

Here is some code for init, setting up external id and push permission:

Initialization of OneSignal

OneSignal.initWithContext(applicationContext, oneSignalAppId)

set external id:
OneSignal.login(userIdx)

This is how i ask permission:

CoroutineScope(Dispatchers.IO).launch {
                OneSignal.Notifications.requestPermission(true)
            }

Also enabled Push permission prompt for that user and he always received that and he always click on Allowed button. He tried on another device and its work fine there but not working on his regular android device. Most of them have a Samsung Galaxy Android 14 devices.

Can any one help on this?

Steps to reproduce?

Device is not subscribe into onesignal

What did you expect to happen?

It should subscribe and should receive push notification

OneSignal Android SDK version

5.1.7

Android version

13

Specific Android models

Samsung Galaxy s23

Relevant log output

No response

Code of Conduct

• I agree to follow this project's Code of Conduct

[jkasten2]

@softsan is the user not shown at all on the OneSignal dashboard if you search by your external id? Or is it there but just not shown as subscribed?

Is everything working as expected with Android 12 and older devices?

You are not able to reproduce the issue on your test devices at all? Development or production builds?

Could your users have blocked onesignal.com? They can attempt to visit https://onesignal.com to ensure something on their device isn't blocking a connection to it.

[softsan]

@jkasten2 Thanks for quick reply. His subscription / External id is shown in OneSignal dashboard for web subscription, but not for Android subscription.

Is everything working as expected with Android 12 and older devices?
-- He tried on another device which was with Android 14 as well and its work there. for android 12 and older it works for other users.

You are not able to reproduce the issue on your test devices at all? Development or production builds?
-- Yes I am not able to reproduce in my development or prod build for my user.

Could you users have blocked onesignal.com? They can attempt to visit https://onesignal.com/ to ensure something on their device isn't blocking a connection to it.
-- No i don't think so. we shared this link with him to see if anything missing and he confirms all works well. https://documentation.onesignal.com/docs/notifications-show-successful-but-are-not-being-shown

Also previously we had android mobile app developed in Xamarin and now we completely write in android kotlin so that user was getting the push notification fine with the older app. but since now this new native android app is out in production, we unpublished the legacy one.

So this user was part of legacy app and then he enrolled for our beta testing and now our official prod app in Google play he is not getting any notifications.

We also had several other beta users but for them everything works fine for prod app.

[jkasten2]

Thanks for the confirming all that and providing those extra details!

Do you happen to show the OneSignal Id or the Subscription Id in your app so end-users can see if they are subscribed?

• The idea here is to rule out the device is not creating user or subscribing at all, or just not assigning the external id.

A logcat or steps to reproduce is what would really help find the root issue here. I know this would be difficult to come by, so we will also keep an eye out if we notice such an issue in our testing.

[softsan]

Do you happen to show the OneSignal Id or the Subscription Id in your app so end-users can see if they are subscribed?

-- i am logging those details with my backend logs. So one thing i found that OneSignalId is blank for this user in my logs. For other users , it's always there.

However i see ExternalUserId in my log.

[jkasten2]

Thanks for all the details, I have undercovered some cases we are not handling login correctly and we will improve on this in the next release. I'll follow up here once it is released, then we can ask you to confirm if this gets fixed after that.

[softsan]

okay thanks. Is there any work around or solution for the time being? as our user is highly dependent on the push notification and it causes them to block from using some of my app functionality.

[jkasten2]

@softsan do you call anything other OneSignal methods before OneSignal.login or OneSignal.logout?

• We are trying to confirm if the issue we have identified also applies to this issue.

[softsan]

This is how i use OneSignal:

Initialization of OneSignal in my Application.kt

OneSignal.initWithContext(applicationContext, oneSignalAppId)

Then in my main activity i am asking permission like this

CoroutineScope(Dispatchers.IO).launch {
OneSignal.Notifications.requestPermission(true)
}

And then set external id using:
OneSignal.login(userIdx)

I have a logout functionality in my user profile page from where i call the OneSignal.Logout method.

No other OneSignal method used in my project.

[jkasten2]

@softsan we released 5.1.8 which contains a fix that might be related to your issue. The symptoms match but the triggering seems different, as normally it was triggered by calling addTags followed by login. addTag is the most common User update, however any User update could trigger the issue, which was addressed in that update.

Could you try the latest version and let us know if the fixes this problem? If not could you let us know the percentage of users that seem affected by this bug?

[softsan]

@jkasten2 Sure thanks for the updates, i will try and see how it goes. in my build.gradle, i have the oneSignal like this:
implementation 'com.onesignal:OneSignal:[5.0.0, 5.99.99]'
So guess, it will take the 5.1.8 version as well correct? or do i explicitly define this particular version?

We used login first and then use addTags in our android app.

[jkasten2]

The version range will include all 5.x.x versions, however it doesn't guarantee you will get that version, due to caching. To ensure you have the version I recommend bumping the minimum version:
implementation 'com.onesignal:OneSignal:[5.1.9, 5.99.99]'

[softsan]

@jkasten2 So the fix is in 5.1.9 or 5.1.8? Also released the new build of my app and it is working fine for the users who were facing that issue earlier. THANK YOU for the quick fix and updates!!