Troubleshooting issues with APNS (Apple Push Notification Service)

  • Article ID: 117650
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  • Updated: 22 Dec 2014


The communication to iOS devices using the Apple Push Notification Service (APNS) is not possible. What might be the reason for this?

First seen in
Sophos Mobile Control

Operating systems

What To Do

Possible issues on the server:

1. An Apple Push Notification Service keystore was not uploaded to the server.

To get such a certificate, please follow Knowledge Base Article 118086. Once you got your certificate, please upload it to the SMC Server (Settings | iOS APNS)

2. The server could not reach the Apple Push Notification Gateway at Apple.

Make sure that you can reach the whole 17.*.*.* network from your SMC server. This a requirement defined by Apple.

Possible issues on the client:

1. The device was set up without an Apple ID.

Make sure an Apple ID is defined on the device to be able to use the APNS service.

2. The device is connected to a W-LAN and can not connect to the Apple Push Notification Gateway.

Make sure that the port 5223 is opened for the W-LAN the iOS device is connected to.

If you need more information or guidance, then please contact technical support.

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