Customer mobile push notifications not playing sound

Verify mobile device notification settings

• Verify that the media volume on the mobile device is not muted.
• Verify that the mobile device does not have any Do Not Disturb settings enabled or select Do Not Disturb override options in the device's settings.
• Verify that the mobile device allows push notifications to both play sounds and wake the screen.
• Verify that the Alarm.com Alarm.com app has access to notifications sounds in the mobile device’s settings.

Verify the mobile device speaker function

• Test other applications on the mobile device for audio functionality.
• Listen for sound out of the mobile device’s speaker as well as with headphones to determine if the issue is related to one of these. 
   
  Note: Some mobile device cases can muffle sounds.

Verify the mobile device launcher settings

1. If the customer is using a launcher app on an Android phone, turn the launcher app off and see if notifications are affected in the same way.
2. Apps that manage notifications are known to affect both the sounds of notifications and are known to hide notifications in some cases.

Additional troubleshooting

For more information about how to configure mobile push notifications, see Configure mobile push notification devices. 

For more information about how to troubleshoot mobile push notifications, see Customer is not receiving mobile push notifications. 

Depending on the device the user has, the instructions to verify settings may vary. For device-specific instructions about how to verify these settings, refer to Apple Support or Android Help.