Skipper J

Hello folks - I'm one of the engineers that has been working specifically on the issue with no video over AT&T.  This has been a difficult one to work out. We’ve been working closely with AT&T and have determined that the issue is due to a configuration issue on AT&T's network. Since then, we've been working to find a workaround for this, and we believe that we have found a solution. It's testing well internally, but we would like to know how it does in the wild. I’m reaching out to affected sites to see if they would be able to perform some testing of this new solution.
 
To test this out, you’ll need to install a new build of our iOS app – this is currently iOS only – and place some intercom calls while using both the cellular and wifi connections of the device. Ideally, place the calls using only cellular, then again with the wifi enabled. You can place the calls either from the mobile device, or from another device to the mobile. Please leave the app open while running these tests.

Please send me a message here if you're interested in testing this out, and I can provide you with more information. Let me know what carrier you're using when you message me. As the issue is showing up mostly on AT&T, testers there would be great, but if you're seeing this on other carriers as well, we'd like to see if this new build addresses those carriers as well. (@olichops, I'd be curious to see if this addresses the wifi issue you mentioned as well.)

Thanks for the report folks - we've been able to dupe this one, and have a bug report written up (CI-22531). It's being worked on.

@idan - As mentioned earlier, you'll want to make sure that you have a unique account for each user connecting to Intercom. You can setup & manage users from customer.control4.com - https://customer.control4.com/account/users-devices - You'll also be able to manage the devices that you currently have connected to your C4 system.

Also, Intercom requires that you have a current 4-Sight subscription in order to receive the push notifications. Do you have a current subscription?

Lastly, which platform are you using - iOS or Android? Either way, if you would like to export the logs from your mobile app that is not receiving the notifications and send them my way, I can have someone review them and try to figure out what's going on. The log files can be exported from the Settings menu of the app. From the Settings menu, tap the top-right button and select "Email Logs". In the email form that appears, just change the To: address to my email. (I'll send it to you as a direct message here.)

@C4 BEAR - do you have any touch screens or an Android app in the project? If you see the same thing happening on those devices, it's likely some programming or other connections as others have mentioned. If it only happens when using the iOS app, then the issue is likely inside the app. In that case, you'll want to get the logs from the app, and send them my way. (Settings > Preferences > Email Logs) Just DM me for the email address.

@Ilushka85 - Sent you a DM requesting some more info.

We have noticed a similar issue though, and do have someone actively investigating that at the moment.

The 4KB limit is for the entire payload of the push. There's additional information being included in addition to the message content that will chew up some of the data available. Not quite 4KB, but there's some extra data in there the app uses. I haven't found any info about current caps, or if they can be increased. (I can't really make any promises about if/when that would increase either.) I'll see what I can do.

2 hours ago, South Africa C4 user said:

Also a little off topic but seeing this thread again reminded me of something.

@Skipper J sorted my problem with long emails not coming through.  I am hoping you may also be able to help with this.

Until (about) 2 years ago, one could send very large push notifications to iOS devices (I haven’t used android in years so I don’t know if the same applies).  This was great as I would send a lot of information in one particular push notification and read it on my iPad.  around 2 years ago, push notifications started to be truncated to a much smaller amount of text.  I am not sure if this is an iOS limitation or a C4 limitation.  If C4, I wonder of the limit can be increased like the email character count limit was increased?

I'm not sure about the size limits on the C4 side, I'd have to ask around. However, on the Apple/iOS side, there's a limit of 4KB for standard push notifications, and 5KB for VoIP pushes. (VoIP pushes are used for intercom calls only, btw.)

Thanks for the report folks - I've just logged a bug on this for the iOS team. (CI-20607)

@South Africa C4 user - One more update - the limit has been increased to 1,000,000 characters. Not that you necessarily want to send an email that big, but it's at least a little bit more than 914.  I can't give an exact date for the rollout of the new limit, but it's on the way.

@South Africa C4 user - Quick update for you - there was a new limit implemented of 914 characters a while back. (There's also a timestamp that is appended that pushes things up to a total of 1,000 characters, which is where the 914 value comes from.)

The bug is still open, so the limit may be removed, but I don't have a timeline for that. However, I wanted to share the limit so that you could at least have a target to aim for to get some emails going back out.

Apple currently doesn't allow home automation apps for CarPlay - right now, it's just a small list of categories that they're willing to support for CarPlay:

• Audio
• Communication
• EV Charging
• Navigation
• Parking
• Quick Food Ordering

In fact, to even add support for CarPlay to your iOS app requires requesting the appropriate permissions from Apple - it's not something a developer can just enable to even experiment with. You may want to look into some of the other solutions mentioned above, but right now, CarPlay isn't an option for us to add to the iOS app.

Today's update (322.20.2) had some fixes for connectivity issues, but the upcoming 322.21 release (in testing now) will have fixes for the wallpaper issue.

Done. If I receive an update, I'll post up here.

10 hours ago, James McKernan said:

@Skipper J Confirming that notifications are back. Can you also share if anything new has been put in place at the infra level to ensure that this is caught if it happens again? Thanks for the notification about the fix.

Don't have specifics to share, but we will be looking into ways to better monitor this and raise an alert if needed.

19 hours ago, South Africa C4 user said:

@Skipper J - maybe you can look into this issue also,  in essence lengthy emails have not been sending from numerous (probably all) projects since late February. By way of example, some of us use the email agent to send 4 or 5 page emails with system information in them on a regular basis.  These no longer work.

I'm not too familiar with the email agent, but I can get a bug logged with the right folks. In the meantime, which version of Director are you running?

Sorry for the delays in replying to this issue. We've found the cause, and push notifications should be functioning again for iOS devices. There was an issue with one of the certificates used to deliver the push notifications to Apple, and we've got a new cert in place, allowing the notifications to be sent again.

For others that may run into a similar issue, I've been in touch with someone on a related team at SnapAV, and got the following response from him:

Quote

I set up a Pakedge camera on a Luma NVR and am seeing the same result.  It seems to be related to the structure of the ONVIF event the Pakedge camera is sending. See below.  I’ll submit this to the Luma developers to see if it’s something that can be addressed in a firmware update.

I don't have any other updates, but if I do get more info, I'll update it here.

(Full disclosure, I'm a C4 employee, with the setup above. Just posting this from an account that's linked to my work email. I'll ditch the wrench account and start posting here using this account now.)