Description of Issue

Affected systems: Quickpass Mobile App on Samsung Galaxy phones running Android 9.X and Samsung Experience UI 1.X

In some cases the mobile app stops receiving notifications from Quickpass for events such as Password expiry and account lockouts. Meanwhile when you open the mobile app it correctly checks in with the Quickpass system and shows the correct information for password status. 

Cause

In some cases the notification settings for Android on certain Samsung devices can get mis-configured resulting in notifications not being shown on the mobile phone even though they are being sent by Quickpass to the mobile device. 

Resolution

1. Uninstall the Quickpass app from your phone.

2. Download and Install the Quickpass app from the Google Play Store.

3. Login to the Quickpass app as normal. For more info follow the steps in this article https://support.getquickpass.com/hc/en-us/articles/360037935914-How-to-On-board-the-Quickpass-Mobile-App-End-user-guide

4. Test notification by disabling the user account in Active Directory to verify if notifications can be received. Then re-enable the account after verifying notification on mobile device. 

Note: If you continue to have issues please open a ticket with Quickpass support at support@getquickpass.com or filling out the form here https://support.getquickpass.com/hc/en-us/requests/new