In order to start troubleshooting you need to classify what kind of non-delivered messages you have:

  • Messages are marked as Failed in your mobile app
  • Messages are marked as delivered to the server, but never marked as read

Messages are marked as Failed in your mobile app

  • On  iOS:

failed_ios

  • On Android:

failed_and

  1. Tap undelivered message and choose Resend or Try again option. If the message is still displayed as non-delivered, proceed with the next steps.
  2. Check internet connection on your device.
  3. Check if your Presence status is Online or Busy or On Call (displayed on Settings icon). If Presence status never comes Online or Busy review the following article on how to fix this issue: Intermedia Unite Mobile App: Always Offline
  4. Perform Logout and repeat Login to the app.

Messages are marked as delivered to the server, but never marked as read

  • On  iOS:

unread_ios

  • On Android:

unread_and

  1. Check If another person is Online (a person needs to come Online to read your messages from Server).
  2. Check if another person has Mobile app with Chat functionality or the latest Desktop app.

In case the problem is not solved please provide us with the application log file. For more information on how to send logs, review Intermedia Unite Mobile App: Gathering Diagnostic Logs.