Question

Unable to Login to LF Mobile App

Mobile

Updated September 1, 2020

asked on August 19, 2020

I am working with a customer who fairly recently began using Laserfiche Mobile. She is using an iPhone 11 iOS 13.6. Initially she was able to login without any issue using the Mobile Server URL. However, when she logged out of the app and subsequently tried to login in, she couldn't do so. She has consulted with her tech team and no one can figure out the URL. She also tried uninstalling and reinstalling the app but nothing works.

I'm not sure what to do in this situation. I would think that her IT folks would be the one's setting the stage for the Mobile Server URL. Obviously it worked for her at the outset. Can anyone point me in a direction that will help her sooner than later?

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Replies

replied on August 27, 2020

I'm having a similar problem. We upgraded to LF 10.4.2 last week. I can access Forms/Repository from my app, or mobile web access(remotely), as can most users, but a few users have had issues. After emptying cache on the app(Android only), rebooting device, some issues went away, but still having problems with SSO through Windows Authentication. We've disabled that, and still get a few users saying their credentials aren't working. And then eventually it works. I think it's just issues caused by cached settings. iOS apps don't allow for you to empty cache specific to an app...and a reboot doesn't always fix it right away, but eventually it will. So I'm hoping that can be addressed...because the owner of the company I work for is getting pretty furious with his app, every day I get a call to go fix it, and I don't even know what I did most of the time and then it works.

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replied on August 28, 2020

We are in the same boat as we have been noticing a gradual decline in the stability of this app. One thing in particular I have noticed is that it is constantly changing the way users need to log in. One week it's with the domain name before the username and then the next week it's without it. Days in between those weeks however it just refuses to log in at all. One thing that has seem to have helped temporarily is to disable the forms integration all together as it was wanting users to log in twice.

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replied on August 28, 2020

Hello all, there are many variables in the setup and it is hard to troubleshoot through Answers. I would recommend that you reach out to your solution providers to open a case. That way we will be able to gain the necessary visibility into the data for trouble shooting.

Thank you!

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replied on August 30, 2020 • Show version history

Hello Kristen, Joe and Wes,

what version of the LF mobile app are you using ?

Thanks

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replied on August 30, 2020 • Show version history

Below is our version setup:

Application 2020.8.6.346837

Mobile Server 10.4.2.207450

Laserfiche Server 10.4.0.184

Also I would like to add that our variables have been the same for over a year.

Thanks!

Wesley Funderberg

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replied on August 31, 2020

Our development team is looking into a couple of login related issues, and fixes once identified will likely go into the next hotfix package. That said, it would still make sense for you to open a case to ensure the fix will address the problem you are specifically encountering. Thank you.

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replied on September 1, 2020

Hi Kristen, Joe, Wes, just wondered if you have opened a case for the login issue you were encountering? Please let us know the case numbers if you did.

If not, could you please provide the info on how you are set up to log in, meaning whether it is through Single Sign On (SSO), and SAML authentication? And if it was SAML, which SAML providers are you using?

Thanks in advance!

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Unable to Login to LF Mobile App

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