In the mobile app, I am not getting any sounds for critical alerts

[doanbutar]

What went wrong?

What happened: I tried configuring the grafana app, but I am failing to get one requirement working. I want the app to notify (with sound) for critical alerts. I do get the notifications, but I'm not getting any sound. Interestingly, a colleague of mine did manage to get this behavior correct.

Additional context: Good to emphasize that the android app notification is received by the android app. It's just that the app does not make any notification sound when the phone is set to silent (even though I've followed the configuration procedure for the app to make a sound even when the phone is set to silent). Also good to emphasize that exactly the same notification is received (with sound) on an (android) phone of a colleague.

What did you expect to happen: Getting a sound for the critical alert even though the phone is set to silent

How do we reproduce it?

1. Send a push notification for important alerts.
2. Add mobile app to notification policies
3. Override do not disturb
4. Override system volume

Grafana OnCall Version

Android app

Product Area

Mobile App

Grafana OnCall Platform?

I use Grafana Cloud

User's Browser?

No response

Anything else to add?

Attached screenshots

[doanbutar]

I am getting more info about the app version and OS (plus version), from the user. I am opening this issue on behalf of the customer.

[LaurensRietveld]

Additional info for the user where things work well:

• Fairphone (vanilla android)

Additional info for the user without sound notification:

• OnePlus 9 PRO
• OxygenOS 13.1

[imtoori]

Working on this right now, I'll try to reproduce this issue and give updates shortly

[imtoori]

@LaurensRietveld can you confirm the oneplus 9 pro has the alert slider? I'm afraid this could cause some issues with the workaround we use to play sound on silent mode

[LaurensRietveld]

Hi @imtoori , yes, that one has an alert slider indeed

[LaurensRietveld]

Note that I also use pushover for different services, which has the option for bypassing silent mode. The mechanism they use works fine

[imtoori]

We are pushing a small patch that will fix a problem with android not playing sound when the device is in silent mode + DND enabled

I'm not sure this is gonna fix your issue, if it doesn't we're gonna explore other ways.

I hoped this was as easy as it is on iOS, but I'm sure we're gonna find the right workaround. Thanks a lot for reporting the issue anyways and sorry for the inconvenience.

[LaurensRietveld]

Great, happy to test the patch :+1:

[imtoori]

hey @LaurensRietveld there have been a couple of updates since we spoke, did you see any progress on your side?

[imtoori]

I'm gonna close this issue for now, feel free to reopen it in case this is still happening for you!

[LaurensRietveld]

Sorry for the delay, just tested on version 1.11.1, and I still can't bypass my silent settings (i.e., all notifications remain silent) When needed, happy to have a videocall or something if that helps @imtoori

[imtoori]

I'm quite sure it's due to the issue with the oneplus system :/ We'll try to find a solution I have an old OnePlus with the "alert slider", I'll do some testing and try and find a workaround

[robert-northmind]

We have located this bug and it has been fixed and is now merged to develop. It will be shipped with the v1.16.0 release. We just uploaded v1.15.0 for beta release, so the beta app for this fix (1.16.0) should be available in about 1 week.

[LaurensRietveld]

Many thanks @robert-northmind , just tested and it works well! :+1: