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  • Guide

    • # Call Alert Anomaly Troubleshooting Guide

    After initiating a successful call, WeChat background will use WeChat message channel to push the call reminder to the user. To receive a call reminder, the mobile phone needs to meet the following conditions:

    • At least a WeChat client 8.0.30 Support, for best results, it is recommended to use >= 8.0.39 version。Mac/Windows WeChat does not support call reminder
    • The device side network is unobstructed.Offline, weak network environment, or limited by Android's power saving and power saving policies, will cause the notification reception to be delayed or not received for a period of time.。
      • iOS System, WeChat in the background, push by Apple unifiedWhen WeChat is at the front desk, push the WeChat message channel.
      • Android system notification unified WeChat message channel. Certain system settings (such asSmart Province Flow、Always maintain network connection during sleep、Battery optimization、Power saving strategyEtc.) network conditions that may affect the application (refer to section 4 Section), so that the WeChat message channel is interrupted, resulting in the inability to receive messages or message delays.
    • The current user has logged in the mobile WeChat client.

    After the notification is pushed to the mobile phone, it may also cause different performance due to the function settings in WeChat and some system settings restrictions, resulting in the reminder intensity not meeting expectations, such as the lock screen is not reminded, not ringing, not vibrating and so on. Specific configurations that may affect call reminders are described below.

    # 1. iOS WeChat configuration

    # 1.1 Message notification switch

    User not openWeChat Client-I-Set up-Message notificationThe following switches in the

    • [No Reminder](When WeChat is not open)Voice and Video Call AlertsSwitch. In this case, WeChat will not pop up call reminder in the background.
    • [No ringing](When WeChat is open)Voice and Video Calling Incoming RingtonesSwitch. In this case, WeChat will pop up at the front desk, but will not ring the bell.
    • [No Vibration](When WeChat is open)vibrationSwitch. In this case, WeChat will pop up at the front desk, but it will not vibrate.

    # 2. iOS System configuration

    # 2.1 Silent mode

    [No ringing] The user opened.Silent modeWhen WeChat is in the background, the call reminder will pop up, but it will not ring.

    # 2.2 Do not disturb mode

    [No Reminder] The user opened.Do not disturb modeorFocus modeWhen WeChat is in the background, the call reminder cannot pop up.

    # 2.3 Tactile feedback

    [No Vibration] The user is closed.Set up-Sound and touch -Provides tactile feedback in ring modeorProvides tactile feedback in silent modeWeChat will pop up a call reminder in the background, but it will not vibrate in the corresponding mode.

    # 2.4 Reminder volume

    [Ringing volume] Ringtones and Reminder VolumeAffect the WeChat in the background when the reminder volume, if the user turned downRingtones and Reminder Volume, WeChat will pop up a call reminder in the background, but may ring less loudly. When WeChat is in the front desk, the reminder volume is controlled by the media volume.

    # 2.5 WeChat notification settings

    [No Reminder] When the user closes the notification of the WeChat app, WeChat cannot pop up the call reminder in the background.

    [Reminder of morphological abnormalities] When the user limits the form of reminder of WeChat notification, WeChat may not be able to pop up the call reminder as expected when it is in the background.

    # 3. Android WeChat configuration

    # 3.1 Message notification switch

    [No Reminder] User not openWeChat Client-I-Set up-New Message Notification-Receive voice and video call invitation alertsWeChat will not pop up call reminder when it is in the background.

    # 4. Android Configuration

    There may be differences in switch types and entrances on different Android systems, but here are just examples.

    # 4.1 WeChat notification settings

    [No Reminder] When users turn off notifications on the WeChat app, WeChat cannot pop up a call reminder in the background.

    Provided by some manufacturers.Intelligent notificationOr similar capabilities that may affect the form of the notification, and may also affect the form in which the notification is displayed.

    # 4.2 WeixinAudio and video call invitationSet up

    [No Reminder] Users shut down WeChatAudio and video call invitationWhen WeChat is in the background can not pop call reminder

    [Reminder of morphological abnormalities] When the user limits the form of notification, WeChat may not be able to pop up the call reminder as expected when it is in the background.

    Example 1: oppo The phone has this option turned off, and the Mini Program will not be received in the lock screen scene. Voip Notification:

    Example 2: Some phones haveIntelligent SilenceFunction, you can also check whether there is a Mini Program Voip Notification has an impact:

    # 4.3 Don't bother

    [No Reminder] The user opened.Do not disturb mode、Do not disturb modeSimilar system mode that will block notifications, and does not open WeChatAllow interruptionsWhen WeChat is in the background, the call reminder cannot pop up.

    # 4.4 Lock Screen Notification

    [Reminder of morphological abnormalities] User not openLock Screen Notification(Huawei, for exampleSet up-Notifications and Status Bar-Lock Screen Notification), the lock screen may only ring and vibrate, and you need to enter the Notification Center to see the notification.

    # 4.5 Smart Province Flow

    There may be no reminder or delayed reminder In the system settings.Smart Province Flow(Huawei, for exampleSet up-Mobile network-Flow management-Smart Province Flow) or similar mode, and the WeChat application is not excluded, WeChat may have no reminder or delay due to network interruption in the background.

    # 4.6 Always maintain network connection during sleep

    There may be no reminder or delayed reminder User not openAlways maintain network connection during sleep(Huawei, for exampleSet up-Battery-More Battery Settings-Always maintain network connection during sleep) or a similar switch, after the system is dormant, WeChat may be in the background without reminder or reminder delay due to network interruption.

    # 4.7 Application Startup Management

    There may be no reminder or delayed reminder User not open WeChatAllow background activity(Huawei, for exampleSet up-Applications and services-Application Startup Management, OpenManual managementAnd closed WeChat.Allow background activity) or similar switch, WeChat in the background may have no reminder or reminder delay.

    # 4.8 Battery Optimization or Power Saving Strategy

    There may be no reminder or delayed reminder Users open WeChatBattery optimizationorPower saving strategySuch as a switch, WeChat in the background may be no reminder or reminder delay.

    Example 1: HuaweiSet up- searchBattery optimization, can consider not allowing WeChat battery optimization

    Example 2: Search in Millet SettingsWeixin-Power saving strategy, you can consider opening WeChatlimitless

    # 4.9 quiet/Vibration mode

    No ringing or vibration The user opened.quiet/vibrationWhen WeChat is in the background, a call reminder will pop up, but it will not ring or vibrate.

    # 4.10 Reminder volume

    [Ringing volume] Call, Message, Notification VolumeAffect the volume of WeChat's reminder, if the user turns down the volume, WeChat will pop up a call reminder, but may ring less loudly.

    # 5. Form of notification reminder

    Depending on the product form, system version, and permissions control, the form of notification will vary from case to case

    # 5.1 iOS Platform call reminder form

    • WeChat in the front desk: WeChat pop-up call reminder floating window.
    • WeChat in the background/Lock Screen: System notifications pop up.

    # 5.2 Android platform call reminder form

    • WeChat at the front desk:
      • WeChat hasSuspension windowAuthority: Call reminder floating window pops up in WeChat.
      • WeChat NoneSuspension windowPermissions: directly pull up the Mini Program to answer the page.
    • WeChat in the background/Lockscreen:
      • Android 10 And above: Popup System NotificationsIf the system allows, it may also directly pull up the Mini Program to answer the page.
      • Android 10 The following version: directly pull up the Mini Program to answer the page. You may need to manually light the screen when locking.

    # 6. Controlled experiment

    Because there are so many switches that can affect notification performance, and there are differences between different systems, it is difficult to ask the user to help troubleshoot one by one. In this case, we suggest that a controlled experiment can be performed, namely:

    inSame device and network environmentNext, test separatelyHardware device to call WeChat、WeChat friends call WeChat、WeChat Chat MessagesIf i can get a reminder.

    • If you can not receive the reminder, considering that users generally do not completely block WeChat chat messages, at this time the probability is a network problem, resulting in the message can not be received on time.
    • ifWeChat Chat MessagesCan receive,Hardware device to call WeChatandWeChat friends call WeChatNot received, at this time, the high probability is that the user's configuration is wrong, resulting in the message is not properly displayed after receiving. for iOS Users, it is recommended that priority be given to confirm whether it is1.1 PC WeChat closed mobile phone notificationThe situation.
    • ifWeChat Chat MessagesandWeChat friends call WeChatCan receive,Hardware device to call WeChatNot receiving. At this point it may beHardware device to call WeChatThere is a problem with the reminder (such as a Mini Program failed to start, etc.), it is recommended to refer to the 7 Section feedback to us.

    If it is the case for a period of time after testing the lock screen, avoid operating the phone during the test. In order to avoid the device to exit the power saving or sleep mode, the test environment changes.

    # 7. Still unresolved

    If the cause is still not determined, it can be found in[WeChat Open CommunityHardware servicesplate](https://developers.weixin.qq.com/community/Minihome /mixflow/2351405025148862470)Post Contact us for analysis.

    If the post is posted in other boards, it may be fed back to other teams. There is no way to deal with it in time, please post it in theHardware servicesPlate to post again.

    Please provide information to identify a call in the post (choose one)

    1. Returned by the call plug-in roomId And the date of the call.
    2. Information on at least one party to the call (the device SN Or WeChat users openId/WeChat ID), and the specific time point at which the call started (the more precise the better).

    If there are conditions, please also provide mobile phone WeChat end log, the method is as follows:

    WeChat ClientI->Set up->Help and Feedback->Upper right corner wrench->Upload log-> ChoiceLogs for the day of the anomalyUpload, and provide the problem occurred with thetimeandWeChat ID。

    If you can reproduce the problem, please try to provide the operation video (shooting or recording) with the log so that we can better restore the situation at that time.