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Known Issue with SmartCollaboration messages in iOS15+
Answer ID 12083   |   Last Review Date 02/17/2022

Environment:

Oracle Field Service (OFS)

OFS Native App, device running iOS 15+

Issue:

There is a known situation within the OFS Native App for iOS. It is specifically for devices running on iOS 15+. The issue manifests when you see a SmartCollaboration push notification and your device is locked. When you unlock your device and open the OFS native app to read the message, you will see the counter indicating that you have a new message but the message will have no content. 

This behavior is caused by a change made by Apple which enables by default in iOS15+ an experimental feature called NSURLSession WebSocket. This change is restricting the web socket from reconnecting after a disconnection/idle time.

Resolution:

As an alternative solution, end users can disable NSURLSession WebSocket from iOS settings following the steps below:

  1. Open iOS Settings
  2. Scroll down searching for Safari and tap on Safari
  3. Scroll all the way down and tap on Advanced
  4. Tap on Experimental Features
  5. Scroll down until you see NSURLSession WebSocket (which will be enabled by default)
  6. Disable NSURLSession WebSocket
  7. Either close and reopen the OFS app or uninstall and reinstall it to reflect the changes.
 
As this problem is related to a third-party product (Apple's iOS 15) we have done a thorough analysis of what (if anything) could be done on our end to avoid this case caused by Apple. Unfortunately, the only way we can avoid it is by either using the previously described workaround that technicians can perform, or by having the field use the browser version instead of the installed iOS application. We understand that these workarounds can be frustrating and not easy to perform, however it is the only option technically possible, until Apple fixes the case.
 
If you feel this change made by Apple will affect your field negatively, it is highly suggested to avoid having your field updating their devices to iOS15+ until Apple fixes this change.