Corrective Action – Patient Cloud Notifications Not Firing on Android Devices (OS Versions 11 & 12)

The following instructions address a known defect regarding notifications not firing on Android devices.

This issue does not stem from the PC app version the device is operating on, rather it stems from the Android OS system the device is using. 

Android OS versions 11 and 12 seem to default to "Optimized" battery life which blocks notifications from firing on the device in effort to save battery.

The workaround for this it to switch the battery life setting to "unrestricted" which will allow notifications to resume on the device for all apps.

Please note, whether the PC app version is 2022.1.0 or 2022.2.0, if the Android device is on OS version 11 or 12 with "Optimized" checked as their battery setting, notifications will not fire.

Please see below for detailed instructions for both Android OS version 11 and 12 (different instructions for each version) for the patients to modify their device settings to rectify this issue. 

If your Android device is on Operating System version 12, then follow these steps:
Click on the Settings and look for “Apps” as below.

Click on the Apps and locate the “Patient Cloud” app.

Click on the “Patient Cloud App” and look for “Battery” as below.

Upon clicking the “Battery” icon, the optimization screen comes up with 3 options – Unrestricted, Optimized and Restricted. Please select the “Unrestricted” option.

Once done, the notification will start to appear.

If your Android device is on Operating System version 11, then follow these steps:

Click the Settings from your device.

Select Apps & notifications and search for Patient Cloud app and click on the App Info.

Expand Advanced Section.

Select Battery.

Then Select Battery Optimization.

Select All apps from the dropdown.

Search for Patient Cloud and Select.

Then select "Don't optimize" from the dropdown.