iOS Push Notification Issue (Sep, 2022)

Summary

We have received reports of push notification issues on iOS devices for some existing devices deployed in the field. Newly configured machines are not affected by this issue from our observation.

Firmware is available on all affected units. See below for links.

Customers facing this issue and are willing to share access to their machines for further root cause analysis are advised to start a help desk ticket by going here or by emailing [e-mail]. We will need local access to your machine via a PC or VPN access for proper investigation. 

Symptoms

Previously working push notifications are no longer being received on iOS devices, while Android devices connected to the same machine are still working.

Resolution

The root of the issue has been identified, and a full public firmware update release for the affected units has been released. Please take a look at the update(s) below for more details.

Workaround

The issue for the specific models below can be resolved by a factory reset which will clear out the old push notification data. Otherwise, you can request the beta firmware from tech support at [e-mail]

You can also take a look at our Push Notification Troubleshooting help article located here.

Update 3:

The update for the LaurelX8-I, LaurelX16-I and SilviaX16-I firmware series has passed our stability test and released. Customers with the update have reported working push notifications.

Update 2:

The update for the Elise firmware series has passed our stability test and has been released. Customers with the update have reported working push notifications.

Update 1:

The issue has been identified. The problem was caused when old iOS push subscription data was being left on the machine due to users changing out phones without unsubscribing from push to the machine causing the machine to constantly try sending the push alert, which caused delays and blockages to Apple push services.

Affected firmware has been identified, and a firmware fix is available on some models. See the list below.

Any models outside of this list are not affected by this issue. If you are experiencing push notification issues for other units, you should check the help article or contact support.

Model	Affected Build	Firmware Fix
NVR-MX08POE-1U4K1 (V3 hardware)	Firmware Series: Elise System Version: 4.0 Build Date: 11-02-2021	Firmware Series: Elise System Version: 4.0 Build Date: 11-03-2022 New firmware is available. Link See this help article for firmware instructions.
NVR-MX16POE-1U4K1 (V3 hardware)	Firmware Series: Elise System Version: 4.0 Build Date: 11-02-2021	Firmware Series: Elise System Version: 4.0 Build Date: 11-03-2022 New firmware is available. Link See this help article for firmware instructions.
NVR-FX08POE-1U4K1	Firmware Series: Elise System Version: 4.0 Build Date: 11-02-2021	Firmware Series: Elise System Version: 4.0 Build Date: 11-03-2022 New firmware is available. Link See this help article for firmware instructions.
NVR-FX16POE-1U4K1	Firmware Series: Elise System Version: 4.0 Build Date: 11-02-2021	Firmware Series: Elise System Version: 4.0 Build Date: 11-03-2022 New firmware is available. Link See this help article for firmware instructions.
HDVR-MX0404-1U4K-AI1	Firmware Series: LaurelX8-I System Version: 4.0 Build Date: 01-18-2022	Firmware Series: LaurelX8-I System Version: 4.0 Build Date: 11-30-2022 New firmware is available. Link See this help article for firmware instructions.
HDVR-MX0808-1U4K-AI1	Firmware Series: LaurelX16-I System Version: 4.0 Build Date: 01-18-2022	Firmware Series: LaurelX16-I System Version: 4.0 Build Date: 11-30-2022 New firmware is available. Link See this help article for firmware instructions.
HDVR-MX1616-1U4K-AI1	Firmware Series: SilviaX16-I System Version: 4.0 Build Date: 01-18-2022	Firmware Series: SilviaX16-I System Version: 4.0 Build Date: 11-30-2022 New firmware is available. Link See this help article for firmware instructions.