Android 10 High-Urgency Override System Volume Not Working

#39

Hi again!

We’re working hard on solutions (seriously Dylan apparently even thinks about this in his dreams) and it’s a top priority. Unfortunately, Volume Override and DND Override features are super intertwined on devices. When we fixed the issue with DND overrides outlined above, then Volume Override doesn’t work properly for those Samsung devices.

We’re working on a specific fix for the specific devices with this issue. Unfortunately, because the devices are responding to DND Overrides and Volume Overrides unexpectedly it’s a bit of a tricky thing to do. We expect the next version of the app (should be available early next week) to improve things, and please reach out either way.

We appreciate your patience and help as we try to work around these device and OS limitations/issues. It’s a bit of a moving target - different Android versions and different devices implement Android’s volume APIs in different ways. Continue to let us know about issues you’re having, we really appreciate it.

As I mentioned before, a good workaround is to use a phone contact method paired with DND override for the PagerDuty contact.

Chandler
Mobile Product @ Pagerduty

#40

While we have addressed issues with LG settings in the past, we don’t expect this issue with LG devices. I’ll let the team know you’re having problems with volume override on an LG Thinq.
Could you let us know what version of Android your device is running?

#41

I’m experiencing the same issue on my Galaxy S9. I leave me phone on vibrate mode, but want the PagerDuty app to be able to override that when it receives a push-notification. It does not currently work on version 5.93 (8282).

#42

Also having the issue. Cleared App data, reinstalled, issue still exists.

Samsun s10e
Android 10
App version 5.93

#43

Having the same issue.
As with @jsuarez the only combo that worked is:
Do not Disturb: Enabled
Sound Mode: Sound

#44

@SarahChandler letting aside the DND issue, do you have updates (ETA) about the volume override issue to be fixed please?
My company is evaluating PagerDuty and OpsGenie currently and having this feature working is one of our requirements.

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#45

Hello,

I have the same issue, High level notifications don’t override the system volume: no sound if mute, vibrate if vibrate and sound if sound mode. I
I have a Samsung S10 / Android 10 / PagerDuty 5.93

Do we have some update on this ? I really rely on this feature.

Thanks,

Sarah

1 Like
#46

Hi everyone,

The Android update version 5.94.1 is being rolled out to all Android devices shortly. As mentioned by Sarah Chandler last week, please do let us know if you continue to have issues after updating to the newest version! We’ve pushed out a specific fix that we’re expecting to see resolutions with for Samsung devices.

2 Likes
#47

I can report that as of v5.94.1 (8385) this bug seem to have finally been slain on my Galaxy S9 running Android 10. With volume set to vibrate, a test push notification was able to successfully override the system volume and trigger an audible alert.

@geeth / @SarahChandler : Would you please provide more details about the issue/fix? Why was this specifically an issue with Samsung devices?

2 Likes
#48

Yes! It seems to work for me as well on my Galaxy S8, app version 5.94.1 (8385).

The volume gets set, but it seems that after opening the app (or after a short period of time), the app sets the phone volume back to mute. This is wonderful! Thank you guys for fixing this.

1 Like
#49

Can confirm that this is now working on my Galaxy S9+.

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#50

Unfortunately, Samsung (and others) don’t always implement Android system stuff exactly the same way. This was one of those cases. It took us a few tries to find a way to make everything work on Samsungs as well as the standard stock Android.

We’re sorry about the delay. It’s been a top priority for our team.

#51

Thanks, Sarah! Appreciate you getting the fix for this bug prioritized.

1 Like
#52

Silence override is now working! Thanks.

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#53

I updated to the latest version 5.95 (8419) and was eventually able to get everything working.

It took finding the comment from Jeff Smelser back on Apr 7.

I too am running PagerDuty in a work profile and I had to install PagerDuty under my regular profile to get the volume override to work for notifications. I just had to install it, no need to configure anything. I was unable to grant permissions to the PagerDuty app for access to DND until I did this.

It’s an acceptable workaround for now but something that I believe should be fixed as we shouldn’t have to install the app in both profiles to get it to work. That defeats the whole purpose of having a work profile.
Thanks for all your hard work to resolve this issue.

#54

Hi Brian,

Unfortunately neither PagerDuty nor any other third party app downloaded in an Android Work Profile is able to access and bypass Do Not Disturb. This is a limitation set by Android that we’re unable to directly workaround or fix from our end at this time, so I’m afraid we wouldn’t be able to be improve this until the circumstances around these environments are different.

It does sound like you and Jeff may have discovered a workaround to get around this though, if you were able to enable DND for the app installed in the work profile by also installing the app in your personal profiles. If that had allowed you to bypass DND for the push notifications emanating from the app you’re only logged into in your work profile, that is very cool. I will circulate that as a potential workaround that customers can try who are hoping to get around this limitation of work profiles.

Thank you for informing us of this workaround

#55

I’m having this same issue on an LG V40 ThinQ with android 10 running PD app ver 5.98(8816)

If I have the phone on silent the High-Urgency Override System Volume does not appear to function. The only way I get an audible noise is if I have the ringtone volume up regardless of if DND is enabled or not

I"ve tried several combination of settings and reinstalling the app with out any success

#56

Hi Michael! Sorry to hear you’re running into an issue, we’re happy to look into this. Can you send us an email at support@pagerduty.com so we can assist with troubleshooting?

#57

Same problem here with OnePlus 7 Pro and app version 5.101.2(9253)
It say unsupported for this device and is greyed out. I removed work profile for Teams but no success.
Please help i missed two calls this week.

#58

I experienced this problem today and missed an alert on Pixel 4a with Android 10. Please help and keep me posted!