Resetting your Alertus Recipient Mobile App

An issue was recently identified with the Alertus Recipient Mobile App that may prevent some users from receiving and reading alerts sent by their organization. This issue is caused by the user’s mobile app session expiring prematurely. To resolve this issues, users will need to re-register their mobile app to reset the session. Detailed instructions are provided below.


 
 

Which App is affected?

Version 2.2.5 and older of the Alertus App may be affected. This issue affects both the iOS and Android version of the app:

Who is affected?

Alertus App users who registered with an organization to receive alerts between January 31st, 2017 and May 22, 2018 may be affected.

What is the impact?

  • When an alert is sent, the user receives a push notification on their device. When the notification is pressed, the Alertus App is opened but the alert disappears and cannot be read or confirmed.

  • When the user navigates to the “Notifications” and “Subscriptions” pages no data is present.

How can I determine if I am affected?

To see if your mobile app is impacted perform the following:

  • Open the Alertus App and navigate to the “Settings” page.

  • Confirm that your app version is at least 2.2.4 - if not, you will need to update your app to complete the following steps.

  • Press the “Test Alert” button.

  • You should receive an alert from the App within a few seconds.

    • iOS: The alert will be displayed in the App.

    • Android: A push notification will be received. Pressing the push notification will open the alert in the App.

1. Press “Test Alert” in the “Settings” page

1. Press “Test Alert” in the “Settings” page

2. Confirm the test alert by pressing “Send Test Alert”

2. Confirm the test alert by pressing “Send Test Alert”

3. Android phones will get a push notification first when sending a test alert to yourself.

3. Android phones will get a push notification first when sending a test alert to yourself.

4. Both Android and iPhone users should receive this test message.

4. Both Android and iPhone users should receive this test message.


Note: The test notification will NOT display on the notifications page of the app.


If you successfully receive the alert you are not affected by this issue.

If you do not receive the alert your app installation is affected and you must perform the steps below to restore functionality.


How do I fix the issue?

  • Navigate to the “Settings” page and click the “Unregister” button. This will prompt you to unregister with the message “This will clear all app data and you will no longer receive alerts”. Press “Yes” to continue.

  • The next step is to re-register with your organization to receive alerts.

    • Enter the code provided by your organization when you first signed up. If you do not know this code please contact your organization directly.

    • Depending on your organization’s settings you may need to also enter a valid pin code and/or verify an email address.

  • Navigate to the “Subscriptions” page to re-sign up for any subscriptions. Some subscriptions require a valid pin code for authorization (which can be provided by your organization).


Who do I contact if I have additional questions?

  • If you are a mobile app user and have questions please contact your organization directly.

  • Alertus customers with questions should contact Alertus Support at 1-202-838-0074.