Android 10 High-Urgency Override System Volume Not Working

#21

My app has updated to v5.92 (8217) and the issue persists. Samsung S9 / Android 10. Sending a test push notification from the PD web UI does NOT override volume on my phone.

This needs further investigation please.

#22

@Inactive-Member-99077006 @AnthoP I can also confirm that setting the ā€œRingtoneā€ volume slider to a non-zero value (i.e., ā€œonā€), and enabling the ā€œDo not disturbā€ mode allows the Pagerduty app to sound an alarm if and only if ā€œHigh-Urgency Override System Volumeā€ and ā€œHigh-Urgency Override Do Not Disturbā€ are both enabled.

If ā€œHigh-Urgency Override System Volumeā€ is not enabled, the app only displays a notification bubble and vibrates.

I keep my phone on ā€œVibrateā€ mode (ā€œRingtone offā€) at all times. Sending a test push notification to the app does not override the volume settings to sound an alarm. This is causing me to miss high-urgency pages.

#23

I also get this behaviour on 5.92 (8217) / Samsung Galaxy S8 / Android 9.

I successfully get a notification sound with
Do not Disturb: Enabled
Sound Mode: Sound

Only get a vibration with:
Do not Disturb: Disabled
Sound Mode: Vibrate

And receive no sound or vibration with:
Do not Disturb: Disabled
Sound Mode: Mute

All this to say that Iā€™m also experiencing that the ā€œHigh-Urgency Override System Volumeā€ option does not override my Android sound mode/volume.

#24

I think I may have figured this out. My pagerduty is installed in a work profile. So I had to install it in the my regular profile. (you dont need to set it up or anything on the personal profile.). Once I do that, I go to the work profile pagerduty and then I can enable high-urgency override which makes this all work.

Not sure how this could be fixed without fooling it like I did though.

#25

I still have the problem with the app not overriding system volume in app version 5.92, Galaxy S8, DND off, volume silent.

#26

Hello,

A number of issues around DND are still being reported by Samsung users following the latest update to the app. Itā€™s been raised internally; the plan is to resolve it as soon as is possible.
In the meantime, a workaround would be to download the contact card, add PagerDuty Outgoing Numbers to favourites, then rely on SMS and phone notifications.

Again, my apologies for the inconvenience.

Thanks

#27

Hey there, also on 5.92 on Samsung S8 and still experiencing this. Just +1-ing

#28

Thanks Chris!

We will update this thread as soon as we have more.

Apologies for the delay.

John

#29

s10e, android 10, PagerDuty app 5.92 (8217): Still no sound when I test an alert with vibrate + override system volume

#30

+1, I experience this on 5.92 on my OnePlus 7 Pro.

#31

I have 5.93 (8282) on Android 10, and this has not fixed the issue. I have to have my sound on for the page to alert, which defeats the entire point of having a pager. I get woken up constantly at night by alerts for other things since I have to have my sound enabled. Since this is really the main functionality of this app, allowing people to get paged at all hours of the day and night, can we please get it prioritized urgently to be fixed?

I can pull logs, or do whatever is needed to help with this. I need to go back to sleeping again :slight_smile:

#32

Hey all,

Appreciate the concern over this one. The mobile team are discussing how they would fix this samsung specific issues but they are unable to specify yet when a fix for this would be released.

The work around being that they should download and update the PagerDuty Contact Card in the app, to favourite (or star) the contact, and to use an SMS/Phone notification rule for the time being.

We are very sorry for the concern this causes but we will do our best to keep you updated as things progress.

John

1 Like
#33

Hi all :wave:

Iā€™m Chandler the Product Manager for mobile here at PagerDuty. I wanted to give you an update and thank you all for giving feedback and detailing the issue.

Weā€™ve been working on fixing this issue for a while (seriously, Dylan on the Android team has had multiple phones ringing, and not ringing, all over his house for weeks). Unfortunately, there is a bug in the way Samsung has implemented Do Not Disturb scheduling and DND overrides on certain Samsung devices with certain versions of Android.

To add some more detail here, the overriding of DND works fine, but when we tell the Samsung phone to return to the userā€™s DND schedule, it fails. In the end, it appears PagerDuty turned on DND and because the schedule is missing, DND stays on indefinitely.

We suggest the following workaround:

  • Turn off DND override for the PagerDuty app.
  • Setup a phone contact method with your phoneā€™s number
  • Enable contact card download and update via the phone settings
  • Use the system settings to override DND for the PagerDuty phone contact
    This should ensure phone calls from PagerDuty override DND.

We are continuing to work on improving our notification settings and make things better for Samsung users. We appreciate that you reached out and reported how your app and phones are behaving so we could diagnose and work on finding solutions.

Chandler
Mobile at PagerDuty

#34

Hi Chandler,

Thank you for the update. However, unless I am mistaken, it seems like most people are not having problems with DND but with the volume override. Last time I tested, DND override is actually working on my Samsung S8 phone, but the volume override isnā€™t. So I canā€™t leave my phone on silent or vibrate at night (like I normally do) because I will miss notifications. The workaround will also not work as I would need to leave the sound on to be able to hear the call.

I may be able to start actually using DND, but I am not sure how it will affect my other notifications/settings. Also, are you guys certain this is a Samsung bug? I donā€™t have actual data to back up my guess, but it seems like my PagerDuty worked fine until about a few versions ago. Like I said, I donā€™t know for a fact, but for me it seems like the app stopped working properly after a PagerDuty update and not a Samsung one.

As @petralfire mentioned above, this is beyond inconvenient. Is there anything we can do to help fix the issue, and make sure this gets addressed sooner than later?

Thank you

2 Likes
#35

I also want to add I have an LG Thinq and this is an issue for me. So Iā€™m not sure itā€™s a Samsung specific issue. And to add to what fkarczeski said above, itā€™s not a DND issue, itā€™s an issue with PagerDuty not overriding the phoneā€™s volume settings. It used to be your ringtone/alert could be silenced, and PagerDuty would override this to make the alert sound, setting the phoneā€™s ringtone/alert to on instead of silenced. Youā€™d then have to manually update this back to silence but that was fine, because I could have my phone on silent and still get pages. Now the phone volume isnā€™t overriden and the alert comes through silently.

Has anyone considered a rollback? This wasnā€™t an issue until a specific update, and yā€™all know when it started breaking, so could you rollback the notification code to fix this issue?

2 Likes
#36

Same issue here with version 0.93 on an up to date Samsung Galaxy S8+.
I donā€™t enable DND at night, but even without it, as long as the Ringtone volume on the phone is set to vibrate, the notifications are also muted altogether. If the ringtone is set to any value, no matter how low, then the override will work as expected.

Unfortunately, the test notification functionality on the site is rate limited, which also isnā€™t helpful to troubleshoot this further.

1 Like
#37

Same issues for me with PagerDuty Version 5.93 on a Samsung Note9 running Android 10.

1 Like
#38

As has been said by others, this isnt a DnD issue but a volume override issue. With the override setting enabled in the PD app, permissions for override enabled on my galaxy s9, DnD disabled on my phone and my phones volume for notifications turned off all incoming alerts from PD do NOT override volume.

Itā€™s not a DnD issue. Please continue working on this. Iā€™m entering a second on-call rotation now and I have to keep my entire phone volume on/up at all times. Itā€™s beyond inconvenient.

1 Like
#39

Hi again!

Weā€™re working hard on solutions (seriously Dylan apparently even thinks about this in his dreams) and itā€™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 doesnā€™t work properly for those Samsung devices.

Weā€™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 itā€™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. Itā€™s a bit of a moving target - different Android versions and different devices implement Androidā€™s volume APIs in different ways. Continue to let us know about issues youā€™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 donā€™t expect this issue with LG devices. Iā€™ll let the team know youā€™re having problems with volume override on an LG Thinq.
Could you let us know what version of Android your device is running?