Troubleshoot notifications

Having trouble with SmartPass notifications? This article will help you troubleshoot common issues.

An overview of common notification issues

Not receiving notifications
Learn how to troubleshoot.
You're expecting a notification but nothing comes through.
No notification sounds
Learn how to troubleshoot.
A notification comes through but there's no sound.

What causes notification issues?

  • Cached data that is bad or corrupted
  • Browser preferences or settings
  • Windows or Mac system settings (such as Do Not Disturb or Focus Assist)
  • Browser extensions, apps, or mobile devices that interfere with notification delivery

Not receiving notifications

Sometimes your system settings interfere with notification delivery. If you’re not receiving notifications, give these steps a try.

Tips:

  • Make sure that you don't close your browser (Chrome/Firefox). Instead minimize the window.
  • Keep the SmartPass web app open. You can minimize the window.
  • If you restart the computer, navigate back to the web app and sign in, then minimize the window and carry on.

Step 1: Check SmartPass notification settings

  1. On a teacher or student account, click the Gear icon to access settings.
  2. Click on Notifications
  3. Verify that you are able to see the notification switches. If you can see them, your notifications have been enabled, but a system setting might be interfering with their delivery. Can't see them? Follow the below instructions.

Step 2: Using Chrome? Check Chrome notification settings

  1. From the menu, click Preferences.
  2. Click Advanced at the bottom of the page.
  3. Under Privacy and security, click Site Settings, then select Notifications.
  4. Make sure Ask before sending (recommended) is turned on.

Step 2.5: Using Firefox? Check Firefox notification settings

  1. From the menu, click Preferences.
  2. Click Privacy & Security, then Settings (across from Notifications).
  3. Make sure that https://smartpass.app is included in the Notifications Permissions list.

Step 3: Check your settings for Notifications & Actions

  1. On Windows 10, click the Start menu.
  2. Select Settings, then System.
  3. From the right sidebar, choose Notifications & Actions.
  4. Locate Chrome/Firefox in the list and check if notifications are enabled.

Step 4: Check your Focus Assist settings

  1. On Windows 10, click the Start menu.
  2. Select Settings, then System.
  3. From the right sidebar, choose Focus Assist.
  4. Select Off to disable the feature. This will allow you to receive notifications.

Note: If notification sounds stop working on Windows 10, check the setting for Windows Quiet Hours. If active, notification sounds for apps are suppressed.

Tips:

  • Make sure that you don't quit your browser (Chrome/Firefox)
  • Keep the SmartPass web app open. You can minimize the window.
  • If you restart the computer, navigate back to the web app and sign in, then minimize the window and carry on.
  • Safari is not supported for notifications

Step 1: Check SmartPass notification settings

  1. On a teacher or student account, click the Gear icon to access settings.
  2. Click on Notifications
  3. Verify that you are able to see the notification switches. If you can see them, your notifications have been enabled, but a system setting might be interfering with their delivery. Can't see them? Follow the below instructions.

Step 2: Using Chrome? Check Chrome notification settings

  1. From the menu, click Preferences.
  2. Click Advanced at the bottom of the page.
  3. Under Privacy and security, click Site Settings, then select Notifications.
  4. Make sure Ask before sending (recommended) is turned on.

Step 2.5: Using Firefox? Check Firefox notification settings

  1. From the menu, click Preferences.
  2. Click Privacy & Security, then Settings (across from Notifications).
  3. Make sure that https://smartpass.app is included in the Notifications Permissions list.

Step 3: Check your Mac OS notifications preferences for your browser (Chrome/Firefox)

  1. Open your computer's System Preferences, then click Notifications.
  2. Select Chrome/Firefox from the list.
  3. Set the alert style to either Banners or Alerts.
  4. If your device is running macOS 10.15, make sure to toggle on Allow Notifications from Chrome/Firefox before the last step.

Step 4: Check your Mac OS Do Not Disturb settings

  1. Click the three horizontal lines icon in the upper-right corner of your screen to open the Notification Center for Mac.
  2. Locate Do Not Disturb and make sure it’s toggled Off.

Follow in app guide:

  1. Click the gear icon on the top left of the app
  2. Click on Notifications
  3. Follow the guided prompts to enable notifications

No notification sounds

Not hearing your notification sound when you receive a notification? This may be a result of your preference settings.

Check Windows notification settings

  1. On Windows 10, click the Start menu.
  2. Select Settings, then System.
  3. From the right sidebar, choose Notifications & Actions.
  4. Locate Chrome/Firefox in the list and check if Play a sound is enabled.

Note: If notification sounds stop working on Windows 10, check the setting for Windows Quiet Hours. If active, notification sounds for apps are suppressed.

Chrome Issue

Important: A bug in Chrome prevents notifications from making a sound on macOS Catalina (10.15). Use Firefox if you want to receive notifications with a sound on macOS Catalina.

Step 1: Check if sounds are enabled

  1. On your desktop, open your System Preferences.
  2. Click on Notifications, then look for Chrome/Firefox in the list.
  3. Make sure that sounds enabled.

Step 2: Check your audio output settings

  1. On your desktop, open your System Preferences.
  2. Click on Sound, then select Sound Effects.
  3. Make sure the Alert Volume is turned up.
  4. Check what option is selected for Play sound effects through.

Note: External monitors can cause issues with notification sounds. Try disconnecting your monitor and see if the problem persists.