Troubleshooting Critical Notifications – Ruvna Support 

Troubleshooting Critical notifications for individual staff members can prove challenging if you’re unsure of what to look for; we’re here to share a few quick tips to expedite the troubleshooting process. 

Step 1: Identify the Mobile Device Type

Is the staff member using an iPhone, or an Android device? iOS and Android devices operate differently, so it's important to confirm what device was utilized during the event. 

Step 2: Check Event Settings 

When troubleshooting why a user didn’t hear an audible, amber-alert-like noise during an event, we want to ensure Event Type settings are configured properly. 

Review the 'Force Alert Sound' Setting

Within your Event Log, navigate to the notifications well, and ensure Force Alert Sound is enabled. If it is not enabled, no audible noise is produced. 

Review the 'Users Notified' Setting

Ensure the appropriate audience(s) were notified during the event. Excluded audiences will not be notified. For more information: Adding, Modifying, and Removing Event Types

Step 3: Check Contact Info & Notifications

Find Mobile Numbers & Notification Preferences

In order to receive Critical notifications, Ruvna needs a valid staff mobile number on file. The staff member also needs to opt in to Critical notifications. Under People > Users, select the user’s name, and view their mobile number and notification preferences. Enabled notifications will appear in black. Disabled notifications will appear in gray. 

Audit Which Users Opted in to Critical Alerts

You can utilize Advanced Search to run a school-wide audit of iPhone users with enabled or disabled Critical Alerts. More information: How to Locate Data and Address Data Gaps In Ruvna. The search will look like this:

Step 4: Was the Ruvna App Open?

If the Ruvna App is open when an event begins, Ruvna will not produce an audible noise, because you’re already where we want you to be!

Step 5: Simulate a Critical Alert

iPhone users can select the “simulate critical alert” option within their notification preferences. If a noise is not produced, the device is unable to produce a critical sound based on the phone’s current settings. 

After following these troubleshooting steps, don’t hesitate to contact support@ruvna.com if you need further assistance!