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Home > About HKPL > Services > My Library - The Official Mobile App >   Push Notification Trouble Shooting

Push Notification Trouble Shooting

1) To ensure the prompt delivery of notifications, please check that your iOS device has a good Internet connection and its Sound & notification settings are configured properly. One of the possible reasons for not receiving notifications:

  • You have turned-off Notifications in Settings > Notifications > My Library.

2) Make sure your iOS device has a working data connection.

Make sure your iOS device has an internet connection. You can check this by opening a browser and going to a website. If you're having connection problems, please try these steps to fix your connection:

  • Reboot your iOS device (Hold the On/Off button until "slide to power off" appears. Slide to power off your device. When it is off, press the On/Off button to turn it back on.).
  • Turn Airplane mode on and off (Settings > Airplane Mode).
  • Make sure that data is enabled (iPhone: Settings > Cellular, iPad: Settings > Cellular Data).
  • Turn Wi-Fi off and back on (Settings > Wi-Fi).
  • Try connecting to different Wi-Fi hotspots.
  • Reboot your Wi-Fi Router.
  • Contact your mobile provider and make sure your APN settings are configured correctly.
  • Reset your Network Settings (Settings > General > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before).
  • Delete and reinstall My Library
  • Upgrade your device to the latest iOS version.

If web pages work, but My Library doesn't, you will need to contact your mobile provider and system administrator and make sure that your APN and router are configured correctly to allow non-web and socket connections

3) If problems persist, we recommend that you:

  • Reboot the iOS device (Turn it OFF then ON).
  • Try a different connection. If you are connected to Wi-Fi, try Mobile Data or vice versa.
  • Make sure to sign in to your Apple ID on your iPhone (Settings > iTunes & App Stores, and enter your Apple ID and password).
  • Make sure to turn off Do Not Disturb (Settings > Do Not Disturb, and tap Manual if it's turned on).
  • Delete and reinstall My Library.
  • Uninstall any task killers. These will hinder the app from receiving messages when you are not using the app.

4) If all of the above steps do not help, it is possible that you are not receiving updates from Apple’s push notification service or that the settings of your Wi-Fi or Mobile data are misconfigured.