Android 10 High-Urgency Override System Volume Not Working

#61

I Have the same issue on a Huawei P30 pro.

#62

Alright, Iā€™ve been testing this as well, as I had inconsistent issues - Iā€™ll just ping the last PD employee that really took a look at this issue and reported on it: @SarahChandler

Phone: Samsung Galaxy S20 5G
One UI: 3.1
Android: 11
PD app version: 6.53.1 (12039)

For all tests, I have PD set up on my work profile. However, I also have it downloaded on my personal profile, but itā€™s not set up in any way.
The PD contact is also favourited/starred on the work profile, and ā€œAutomatic Contact Card Managementā€ is enabled.
Additionally, the PD app ā€œHU Override System Volumeā€ & ā€œHU override Do Not Disturbā€ settings are both enabled.

For each test, Iā€™m manually creating a new high urgency incident, and leaving the phone untouched until the first phone call should be made.

Baseline - Sound at lowest volume & DND off
This is the base use-case where sound should always work, given the phone has sound enabled.

  • System volume on sound & vibrate;
  • Volume at lowest non-zero value;
  • Do Not Disturb mode disabled;
  • Notify app immediately;
  • First call to personal & work phone after 1 minute.

As expected, PD & calls worked fine this way.
This of course makes sense, since sounds are on globally for the whole phone. If PD didnā€™t work in this situation, Iā€™d be very concerned.
Still, it is important to set a baseline, and confirm it indeed works as we expect it to. :smile:

#1 - Desired use-case: Vibrate & scheduled DND turned off during most hours
This is how I want PD to work on my phone, and these parameters will be the base of the rest of my tests.

  • System volume on vibrate only;
  • Volume at 0;
  • Do Not Disturb mode disabled (scheduled to turn on at night, however);
  • Notify app immediately;
  • First call to personal & work phone after 1 minute.

This did not work as expected.
The PD App notification correctly caused the phone to vibrate + make a sound.
However, the phone call only caused the phone to vibrate.

#2 - Vibrate & Do Not Disturb enabled

  • System volume on vibrate only;
  • Volume at 0;
  • Do Not Disturb mode enabled;
  • Notify app immediately;
  • First call to personal & work phone after 1 minute.

This worked as expected.
The PD App notification triggered both vibration and a sound.
The phone call also caused the phone to vibrate, and the ringtone to be played.

#3 - @max.2 's solution, with a phone call immediately being made, Vibrate & DND off

  • System volume on vibrate only;
  • Volume at 0;
  • Do Not Disturb mode disabled;
  • Notify app immediately;
  • First call to personal & work phone *immediately.

This did not work for me, unlike what @max.2 reported.
Notification did vibrate + make sound.
Call only vibrated, just like before.

#4 - @max.2 's solution, with a phone call immediately being made, Vibrate & DND on

  • System volume on vibrate only;
  • Volume at 0;
  • Do Not Disturb mode enabled;
  • Notify app immediately;
  • First call to personal & work phone *immediately.

Test successful, just like #2.
PD App notification vibrated + made a sound.
PD phone call vibrated + made a sound too.
So once again, DND seems to have to be on, and the time when the call is made does not matter.

Conclusion
It seems that DND mode is the key to the issue here. With this (limited) testing it is clear that the ā€œHU System Volume Overrideā€ setting only works if the phone is also in DND mode.
Oddly enough, PD App notifications always make sounds just fine, regardless of if DND is on or not. Thus it seems this is an issue moreso related to starred contacts/phone call ringtones in general, rather than notifications overall.

The fix proposed by @max.2 did not work for me, and without DND enabled, this ā€œimmediate-callā€ approach still did not work for me to create sound. So once again, DND mode having to be enabled for system volume override to work seems to be the problem at hand.

Retrospect
As stated in the desired use-case, I now run my phone on a schedule, to turn DND mode on during the night, because of this exact problem with PD. However, eventually, I just want DND mode turned off fully again. Itā€™s simply a compromise Iā€™m willing to live with for now, so I at least get woken up at night if a HU alert comes in.
DND seems to have to be enabled in order for PDā€™s calls to make a sound if the phone is in silent or vibrate-only mode.

However, during the day, I donā€™t want DND mode turned on, so this still results in calls only vibrating during the day (as I do want my phone to run in vibrate-only). Of course, Iā€™m more likely to notice the vibration during the day, when Iā€™m awake, but this is still very problematic.

I donā€™t want to be required to run my phone with DND turned on or with the volume turned on during the day, to fix thus.
I simply want my phone on vibrate-only during the day, and only have PDā€™s app & calls to override the volume and make a sound, so that all other notifications (e.g. chat messengers) & calls on my phone stay silent and just vibrate.

I hope my tests and reporting can help the PD team to pinpoint the problem and resolve it. This issue has been running for much over a year now, and although I understand this probably has to do with a lot of possible brand + android version combinations, I do see this as a very urgent thing to fix.

3 Likes
#63

Facing the same issue with my Samsung Note 8. I restarted the phone but still facing the issue. Then i checked this https://geniusgeeks.com/volume-automatically-goes-down-android/ guide and finally managed to fix the issue.

#64

If your Android phone automatically goes to Silent Mode, simply remove any ā€œscheduled Do not disturbā€ settings on your Android device.

#65

I still have the same issue mentioned in the thread ā€“ calls do not trigger sound, even though ā€œHigh-Urgency Override System Volumeā€ is true in the settings. Iā€™m on a Pixel 7. The issue is only for calls, not notifications.

This is extremely HIGH PRIORITY to me, since it will cause me to miss a page.

#66

I can tell you what worked for me, what i did was this enabled vibration when the phone rings.

#67

I searched on every forum on internet and eventually end up fixing this by enabling the call waiting feature.

#68

this is a crucial issue for Android users, especially those who rely on high-urgency notifications. Itā€™s frustrating when such a feature doesnā€™t work as expected. On a related note, if youā€™re seeking a seamless mobile experience, consider reaching out to a reputable custom iPhone app development company. They can help create tailored solutions that not only work flawlessly but also enhance your user experience. Solving this Android 10 bug is a must, but in the meantime, exploring alternative options might be worth considering.

1 Like
#69

I am have this same issue with alerts and the Pagerduty Contact Card not overriding vibrate only on my Pixel 6.

1 Like
#70

Hello @jon.trainor,
Iā€™m sorry your facing this issue :pensive:
If you havenā€™t done so, please message the support team here so they can work on your case.

#71

I just switched to Pixel 7a, and already missed two notifications as it no longer overrides vibrate+DND. How is this still an issue??