If a page came in silent, first confirm it was high-urgency. Only Audible notification rules (Critical Alerts and/or a phone call) are built to break through Do Not Disturb; Quiet rules don’t force sound. See On-Call Notifications for how the rules work.
Most common fixes
Send a test alert
In the mobile app, go to Settings → Troubleshooting and tap Send a test alert (it also checks your notification permissions and connection). From the web, go to Configuration → Notifications → On-Call Notifications and use Test Notifications. Either confirms delivery in seconds.
Confirm Critical Alerts and Do Not Disturb override are on
Critical Alerts must be enabled, and Rootly must be allowed to override Do Not Disturb. The exact path differs by platform, so see your device guide below.
Make sure battery optimization isn't sleeping the app
Critical Alerts are built to break through Do Not Disturb, silent, and vibrate, so you can keep your phone however you like. The usual culprit is battery optimization, so set Rootly’s battery usage to Unrestricted. (If your phone has a physical alert slider, like some OnePlus and Samsung models, also check it isn’t set to Silent. See the Android guide.)
Find your problem
Jump to the area that matches what you’re seeing:iOS / iPhone
Critical Alerts, Focus modes, and Apple Watch.
Android
Do Not Disturb, battery optimization, and Samsung, Pixel, OnePlus, and more.
Phone calls
Calls that don’t ring through Do Not Disturb, or audio that’s quiet or garbled.
Login & SSO
SSO loops, Okta/Google, and managed (Intune) devices.
| Symptom | Most likely cause | Where to fix |
|---|---|---|
| Pages arrive but make no sound | Critical Alerts or Bypass DnD not enabled, or a physical alert slider set to Silent | iOS · Android |
| Pages arrive late or batched | Battery optimization is sleeping the app | Android |
| A phone call doesn’t ring | Do Not Disturb only allows calls from saved contacts | Phone calls |
| Call audio is quiet or garbled | The alert tone is playing over the call | Phone calls |
| Can’t sign in / SSO loops | In-app browser handoff or a stale session | Login & SSO |
| No notifications at all | App notifications disabled, or the wrong device is registered | iOS · Android |
Test before you rely on it
After any change (new phone, new number, reinstalling the app, or editing notification rules), send yourself a test page before you go on-call. Test both an audible path (Critical Alerts or a call) and a quiet path (email or non-critical push). See On-Call Notifications for how rules and testing work.Still missing pages? See Contacting Support for exactly what to send us (including how to grab a device dump), or email support@rootly.com.