When a push notification fails to send from Reconnect, and you've already completed the Troubleshooting steps to verify that your campaign and events implementations are correct, the issue might stem from your Firebase account or its implementation on your app or website. The following are steps and guidelines to help identify and resolve common Firebase-related issues.
This article provides guidance on actions to take within your Firebase console. These suggestions are intended to assist with Firebase-related issues. For comprehensive support, we strongly recommend reaching out to your Firebase representative
Step 1: Validate your Firebase integration
Go to Reconnect › Integrations, and verify that you uploaded the correct file to your Firebase integration—specifically, the service account key file extracted from the relevant Firebase project.
Step 2: Send a test notification
- Create a Reconnect campaign and add a push notification to one of its variations.
- Use an out-of-the-box template and click Preview Message.
- If the message fails to send, open your browser's Developer Tools, and look for the error.
- If the error is "Requested entity not found”, proceed to the next step.
Step 3: Validate your Firebase implementation on your app or website
If you encounter the “Requested entity not found” error, the issue might be due to an issue with:
- Your Firebase project configuration
- The Firebase SDK or service worker implementation
Action: Ensure the service account key used in Reconnect has a role with the cloudmessaging.messages.create permission.
If this isn't the issue, review how your app or website handles Firebase token creation.
Common causes of Firebase push token issues
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Expired or deleted tokens
- Firebase tokens might expire or be deleted from your Firebase project. For example, a token that was valid a few days ago might now return the "Requested entity not found" error during message previews.
- Action: Ensure your app or site does not inadvertently delete tokens from their Firebase project.
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App uninstallation/reinstallation
- Reinstalling a native app generates a new token for the device and invalidates the old one.
- Action: Implement logic to handle token changes and update your user database accordingly.
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Incorrect Firebase project configuration
- Tokens are linked to a specific Firebase project. If you upload a service account file from a different project the credentials won't match.
- Action: Verify that the correct service account file is integrated into Reconnect.
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App data clearing
- Clearing mobile app data or deleting browser cookies invalidates the associated token.
- Action: Ensure proper token management and avoid clearing app data unnecessarily.
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Unintended token regeneration
- Some apps regenerate tokens unnecessarily (for example, upon a user's every login), causing inconsistencies.
- Action: Generates a new token only when required, such as during initial registration or when explicitly instructed by Firebase.
For more information see:
Step 4: Fire opt-in events correctly to Dynamic Yield
See our developer documentation to learn how to correctly implement Message Opt-in events.
Make sure to pass the user’s Firebase token as the event's “pushID” value.
Step 5: Simulate a Reconnect campaign
Perform an end-to-end flow, as explained in the general Troubleshooting article.