Troubleshoot Common Push Errors

Push Notifications can fail for various reasons- the token might have expired or the push message may have been too large for the Push service to process, and so on. Here are the most frequently occurring errors and their reasons.

Internal Errors

There are a few errors that are generated by our internal system and are applicable to pushes sent to all the platforms.

Error/Alternative errors Description
MOE_PFR
Personalization Failed
Occurs when Push Personalization fails and no Fallback Message was set. The system will not send the notification to the user and will generate the Personalization Failed error.
Removed due to Minimum Delay User is removed from receiving the notification due to the campaign minimum delay.
Not sent due to campaign level min delay

User is removed from receiving the notification due to the campaign minimum delay.

Rejected because of DND

The campaign is rejected because of the DND set in the campaign.

Timer Duration Exceeded Limit

When the Timer template duration exceeds more than 12 hours.

Removal of duplicate tokens

Removal of duplicate tokens.

Timer Duration Less Than 15 Minutes

When the Timer template duration is less than 15 mins.

Users removed due to Global Control Group

Users were removed due to Global Control Group.

Users removed due to Campaign Control Group

Users were removed due to the Campaign Control Group.

 

Platform Errors

MoEngage sends Android and iOS Notifications using FCM and APNS services respectively. If errors are encountered while using these services, notifications may not be sent. Here is a list of common errors for reference.

  1. Android - GCM/FCM
  2. iOS

Android -  Firebase Cloud Messaging(FCM) and Huawei Messaging Service (HMS) Errors

 

Error/Alternative Errors Description

Invalid Registration

Also known as:

  • InvalidRegistration
If you are handling the registration of FCM Push tokens yourself, you may have passed on an invalid token. Please check your token registration setup.

Not Registered

 

Also known as:

  • NotRegistered
  • Requested entity was not found
  • Theregistrationtokenis
    notavalidFCMregistrationtoken

An existing registration token may cease to be valid in a number of scenarios, including:

  • If the registration token expires (for example, Google might decide to refresh registration tokens, or the APNS token has expired for iOS devices).
  •  If the client app is updated but the new version is not configured to receive messages.
  • The device is uninstalled.

FCM Message rate exceeded

Also known as:

  • Quotaexceededforquotametric
  • FCMMessagerateexceeded
  • Resourcehasbeenexhausted
    (egcheckquota)

Sending speed is exceeding the service capacity for your FCM account. Requests beyond serving capacity are rejected to limit the ingress flow rate. This happens because of multiple campaigns being triggered at the same time at high speeds. Consider spacing out campaigns, reduce request limits in the campaign delivery control or request FCM to increase the allowed rate.

FirebaseCloudMessaging

Also known as:

  • APIhasnotbeenusedinproject
  • FirebaseCloudMessaging
  • APIhasnotbeenusedinproject

FCM Project in use does not have Cloud messaging access. You may need to enable Firebase Cloud Messaging separate from Firebase Cloud Services in FCM Console.

Mismatch Sender Id

Also known as:

  • MismatchSenderId
  • SenderIdmismatch

The Sender ID provided to MoEngage & the one with which the token was registered do not match.

Invalid JSON

Check that the JSON message is properly formatted and contains valid fields in the Name-Value pairs you are passing.

Message Too Big

Also known as:

  • Androidmessageistoobig
  • MessageTooBig
  • Requestcontainsaninvalidargument

Message payload size limit exceeded. You may need to reduce the number of K-V Pairs you have added.

Invalid FCM Auth Key

Also known as:

  • GCM AUTHENTICATION EXCEPTION
  • INVALID_SERVER_CREDS
  • GCMAuthenticationException
  • Authenticationbackendunknownerror
  • There is an error with your authentication

The Authentication Key uploaded for FCM is invalid/expired. Please check your FCM Auth key setup.

Device Message Rate Exceeded

The rate of messages to a particular user is too high.

Push Amplification™ Plus targets were invalid

The Push Amplification™ Plus tokens are not valid or not found at the time of sending the notifications.For the next run, we update these tokens with the new valid ones sent to us in the callbacks or remove them from our system.

Sender temporarily unavailable

Also known as:

  • Authenticationbackendunavailable
  • Failedtoestablishaconnection:HTTPSConnectionPool
  • GCE
  • Internal Error
  • Internal Server Error
  • Internal Server Error from FCM Service
  • Internalerrorencountered
  • Temporary Error from FCM Service
  • Theserviceiscurrentlyunavailable
  • Unexpected HTTP response with status: 502

There was an internal error in the Sender server while trying to process the request, or the server is temporarily unavailable.

Response Decode Error

Unable to parse FCM response due to unknown JSON format.

HMS Message too big

Also known as:

  • Themessagebodysizeexceedsthedefaultvalue

Message payload size limit exceeded for HMS. You may need to reduce the number of K-V Pairs you have added.

FCM Insufficient Permission

Also known as:

  • Permission'cloudmessaging
    messagescreate'deniedonresource

FCM Private key generated does not have permission for creating cloud messaging. Please upload Auth key with Permission to create cloud messaging.

 

iOS - Apple Push Notification Service Errors

 

Error/Alternative Error Description
Others Usually, there is a network outage between MoEngage and APNS.
Invalid payload size Check that the total size of the payload data included in a message does not exceed APNS limits: 4096 bytes. You may need to reduce the number of key-value pairs you are passing.
Invalid token size The token provided to MoEngage was not correct.
APNS Provider Certificate Expired The APNS provider certificate uploaded to the MoEngage Dashboard has expired. Please upload a new provider certificate or switch to the APNS Authentication Key method (recommended).
APNs Client Connection Failed Failed to establish a connection with APNS temporarily.
BadExpirationDate The APNS-expiration value is incorrect.

Device Token Not For Topic

Also known as:

  • BadDeviceToken
  • DeviceTokenNotForTopic
The APNS Bundle ID provided to MoEngage and the one with which the token was registered does not match.

Invalid Provider Token

Also known as:

  • APNS Provider Certificate Revoked
  • APNS Provider Certificate Unknown
  • InvalidProviderToken
The APNS Authentication key or Provider token provided is invalid, or the token signature cannot be verified. Please update the APNS configuration in the Push settings.

MissingDeviceToken

The device token is not specified in the request: path. Verify that the: path header contains the device token.

TopicDisallowed

Pushing to this topic is not allowed.

Authorization Error

Also known as:

  • Forbidden
  • Bad Authorization
The Authentication Key for APNS or Web Push is invalid/expired. Please check your push Authorization setup.

Unregistered

An existing registration token may cease to be valid in a number of scenarios, including:

  • If the registration token expires (for example, Google might decide to refresh registration tokens, or the APNS token has expired for iOS devices).
  • If the client app is updated but the new version is not configured to receive messages.
  • The device is uninstalled.

PayloadTooLarge

Message payload size limit exceeded. You may need to reduce the number of K-V Pairs you have added.

TooManyProviderTokenUpdates

The provider token is being updated too often.

Sender temporarily unavailable

Also known as:

  • InternalServerError
There was an internal error in the Sender server while trying to process the request, or the server is temporarily unavailable.

ServiceUnavailable

The service is unavailable.

 

 

 

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