Hi guys,
We are a vendor called LivePerson who is supporting the client's messaging platform.
We are having an issue with push notification with our client’s app using our SDK.
<Main issue>
the client’s app doesn’t receive a push notification at some point and they still continue not to receive push notification correctly.
Strange thing is that they didn't do any configuration change, but push notification stops working.
<Background>
On Oct 22nd, our client had an issue that their client app didn't receive push notifications on iOS devices.
Firstly we assumed that their certificate might be expired and caused malfunction, but they checked the expiration date and they said it should be still valid.
On Oct 23, we were informed that the issue was fixed somehow without doing anything and iOS receives push now.
On Oct 26th, they confirmed that reoccurrence of the same issue.
They asked us if we can investigate possible cause for the push notification issue.
From Oct 22nd to now, the client did nothing with the certificate/ LiveEngage (our system) settings. Also, they even didn’t distribute their new apps.
<Investigation from us>
We checked if there is any possible cause for the issue however, we were unable to find anything from our end.
<Brief architecture from LiveEngage to iOS device>
LiveEngage* => LPPusher** => APNs => user's iOS device
*LiveEngage is the system we offer to the client. We are the intermediate of the client and app users.
** LPPusher is the LiveEngage’s push server which intermediates between LiveEngage system and APNs.
<What we get from the LPPusher server log>
We have 2 different accounts/apps we are managing, and each account's LPPusher server log shows the different error as below.
Log type 1 :
push: Failed to send push notification: Failed to send push notification: 400: TopicDisallowed{ error: Error: Failed to send push notification: 400: TopicDisallowed
Log type 2 :
push: Failed to send push notification: Failed to send push notification: 400: DeviceTokenNotForTopic{ error: Error: Failed to send push notification: 400: DeviceTokenNotForTopic
We tried to seek possibilities on our system side, however, we are still not sure what is the possible issue causing the error.
Would you guys have any insight into the error?