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Troubleshooting

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.

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

  • 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.

  • Successful Setup

Confirm that your device has Spok Mobile successfully downloaded, installed, and registered. For detailed information on how to download, install, and register Spok Mobile on your device, please refer to Setting Up the Application.

  • Health Check Errors

Confirm that the Health Check feature is not producing errors. 

The Enable Health Check settings option allows you to configure if the Health Check feature should continuously 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.

 SMiOS_4.2_DrawerScreen.png

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

SMiOS_4.2_SettingsScreen.png

  1. Enable the Enable Health Check option if you would like the Health Check feature to continuously 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.

The changes are automatically saved.

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.

 

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.

 

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.

 

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.

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

SMiOS_4.2_DrawerScreen.png

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

 SMiOS_4.2_SettingsScreen.png

  1. In the Settings screen, choose the Health Check option. The Health Check screen displays.

 

Field

Field Description

Potential causes of failed connection

Solutions

Reach Spok Mobile Hosted Client Messaging 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.

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.

APNS Enabled

 

 

This field monitors the connection between the Spok Mobile device and the Apple Push Notification Service (APNS). In order for this connection to be established, the Spok Mobile device must notify the Apple Push Notification Service that it can receive push notifications. Please note that this field represents if the APNS feels that it has established a connection, while the “Receiving Apple Notifications” field is the device checking if the push notifications can be sent.

  • Apple did not return a registration ID to the application.
  • The firewall settings may be blocking the connection.
  • Re-register the Spok Mobile device.
  • Edit the firewall settings to allow connections.

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.
  • Edit firewall settings to allow connections through to the required ports. For detailed information on the required ports for the Spok Mobile solution, please refer to the Pre-Implementation_Guide_Spok_Mobile_Services document.

Reach Spok Mobile Server 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.

Receiving Apple Notifications

This field monitors the connection that allows the Spok Mobile device to receive Apple Push Notification Service pushes from Apple. Please note that this field represents the device checking itself if the push notifications can be sent, while the “APNS Enabled” field represents if the APNS feels that is has established a connection.

  • The device cannot reach Apple’s server through the defined port.
  • The firewall configurations may be blocking the connection.
  • Contact the administrator to make sure outside access inbound to all Apple mobile devices on the defined port is not being blocked by firewall configurations.