Troubleshoot third-party push notification issues using logs

Technical guides
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Prerequisites

  • The developer console separates the development environment and production environment, with data isolation between them and different App Keys. Ensure you’ve correctly configured the third-party push notification parameters for the App Key used in your client.
  • If your app belongs to the global data center, confirm you’ve completed all configurations as per the RongCloud Global Data Center Usage Guide.
  • Ensure you’re not exceeding the Huawei vendor’s push notification rate limit: no more than 3000 messages per day to a single device for a single app (non-Token). Exceeding this limit triggers throttling (restored after 24 hours). If your app exceeds this limit, optimize your push notification strategy to minimize or avoid broadcasting to all users.

Troubleshooting steps

  1. Capture logs during the app’s first installation and launch. Use the command: adb logcat -v time > rong.log. Note: Avoid filtering fields to maintain complete logs.

    1. Uninstall and reinstall the app
    2. Run adb logcat -v time > rong.log in the command window (before launching the app to ensure complete logs)
    3. Wait 2-3 minutes after initialization completes before ending log capture for push-related logs
    4. Use ctrl + c to end log capture

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  1. Search for the keyword RongLog-Push in the log.txt file to check if the configuration process is normal. If the log shows “Success to config push,” the third-party push notification configuration is successful.

  2. Refer to the “onReceiveToken. MI” in the log screenshot, where “MI” represents the device’s ROM type.

  3. If the final service response isn’t the expected third-party push notification, double-check your developer console’s third-party push notification configuration, such as:

    • Ensure the RC App Key’s environment (development/production) matches the third-party push notification configuration in the developer console.
    • Verify the push notification vendor’s App ID, Key, and other configurations are correct.

  4. If your RC app uses the global data center navigation address, complete the configuration using the link below:
    RC global data center guide

  5. If none of the above applies, provide the logs to RC.

More support

For questions, feel free to submit a ticket.