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Spok

Troubleshooting

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Like any application, there can be issues that prevent the Spok Mobile application from working as designed. This section includes information on how to quickly identify and address potential issues in the application.

Basic Troubleshooting

Before attempting to perform advanced troubleshooting steps, confirm the following things:

  1. Internet Connection

Confirm that your device has an internet connection. For detailed information on how to determine if your device has an internet connection, please refer to the Troubleshooting_Guide_Spok_Mobile document.

  1. Successful Setup

Confirm that your device has Spok Mobile successfully downloaded, installed, and registered. 

  1. Health Check Error Free

Confirm that the Health Check feature is not producing errors. 

Enabling Health Check

The Enable Health Check settings option allows you to configure if the Health Check feature should run to detect potential application errors. When the option is enabled, the Health Check feature runs on your device; when the option is disabled, the Health Check feature does not run on your device.

To configure the Enable Health Check feature in the Spok Mobile application, perform the following steps:

  1. In the Spok Mobile application, click the drawer button. The drawer displays.

SMAndroid_4.2_DrawerScreen.png

  1. In the drawer, click the Settings option. The Settings screen displays.

SMAndroid_4.2_SettingsScreen.png

  1. Enable the Enable Health Check option if you would like the Health Check feature to run to detect potential application errors. If this option is enabled and an application error is detected, an error automatically displays in the application to notify you that there is an issue that may prevent the application from functioning as intended.

Identifying Issues with Health Check

The Health Check feature in the Spok Mobile application identifies potential issues with connections to and from the application. In the Health Check screen, different colored icons represent varying levels of potential connection failures that can occur.

  SMAndroid_4.2_RedIcon.png

If a red icon displays next to a field in the Health Check screen, this indicates that there is an issue with the connection that the field is representing.

 SMAndroid_4.2_YellowIcon.png

If a yellow icon displays next to a field in the Health Check screen, this indicates that the application is in the process of determining if there is an issue with the connection that the field is representing.

 SMAndroid_4.2_GreenIcon.png

If a green icon displays next to a field in the Health Check screen, this indicates that the field that is being represented has a successful connection and is working as designed.

The Health Check screen can be accessed by clicking the No Network Connection warning at the top of a screen or it can be accessed manually by performing the following steps:

  1. In the Spok Mobile application, click the drawer button. The drawer displays.

SMAndroid_4.2_DrawerScreen.png

  1. In the drawer, click the Settings option. The Settings screen displays.

SMAndroid_4.2_SettingsScreen.png

  1. Choose the Health Check option. The Health Check screen displays.

Field

Field Description

Potential causes of failed connection

Solutions

Reach Spok Mobile Hosted Web Server via WiFi or Mobile

This field monitors the connection between the Spok Mobile device and the command service on the Spok Mobile hosted environment.
  • The device may not have a data plan.
  • The device may not be connected to a WiFi source.
  • The firewall settings may be blocking the connection.
  • The Airplane Mode may be enabled on the device.
  • Connect the device to a data plan.
  • Connect the device to a WiFi connection.
  • Edit the firewall settings to allow connections.
  • Disable the Airplane Mode on the device.

Google Push Enabled

This field monitors if Google returns a registration ID to the application.
  • Registration did not complete successfully.
  • Re-register the device. If the registration does not complete during the second attempt, contact support.

Reach Spok Mobile Server Client Messaging at Site Name via WiFi or Mobile

This field monitors the connection between the Spok Mobile device and the Spok Mobile server. This connection establishes if the messaging service on the server is available for the connection. Please note that this field is only used for devices that have the client-initiated messaging feature enabled.
  • The device cannot establish a connection to the Spok Mobile server.
  • The firewall configurations may be blocking outside access inbound to the Spok Mobile server on the required ports.
  • Edit firewall settings to allow connections through ports. For detailed information about the required ports for the Spok Mobile solution, please refer to the Pre-Implementation_Guide_Spok_Mobile document.

Reach Spok Mobile Web Server at Site Name via WiFi or Mobile

This field monitors the connection between the Spok Mobile device and the command service for the entered site. Please note that this field is only used for devices that have the client-initiated messaging feature enabled.
  • The device may not have a data plan.
  • The firewall configurations may be blocking the connection.
  • Connect the device to a data plan.
  • Reconfigure the firewall settings to allow the connection.

Reach Spok Mobile Server Client Messaging at Site Name via WiFi or Mobile

This field monitors the connection between the Spok Mobile device and the Spok Mobile hosted environment.

 
  • The device may not have a data plan.
  • The device may not be connected to a WiFi source.
  • The firewall settings may be blocking the connection.
  • The mobile connection may be misconfigured.
  • The Airplane Mode may be enabled on the device.
  • Connect the device to a data plan.
  • Connect the device to a WiFi connection.
  • Edit the firewall settings to allow connections.
  • Disable the Airplane Mode on the device.

Google Play Account

This field monitors if a Google Play account is created and linked to the Spok Mobile device that is being used. Please note that a Google Play account must be linked to the device before FCM push notifications can be used.
  • A Google Play account has not been created for this device.
  • Create a Google Play account for the device and link it to the device that is being used.

Receiving Google Push Notifications

This field monitors the connection to Google’s push server on port 5228 (or the port and URL that is being used) to make sure the Spok Mobile device receives a “200 OK” status.
  • The device cannot receive FCM push notifications because it cannot reach Google’s server on port 5052.
  • Contact the network administrator to make sure that outside access inbound to all Android mobile devices on port 5052 is not blocked by firewall configurations.