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Question

Question

Turn off Mobile Sign-in Error Message

asked on January 2

I'm wondering if there's a way, perhaps in the IIS console or somewhere else, to keep this error from displaying on the mobile app (I have attached a screenshot as well)

Error
The server could not be found. To view offline forms and documents, use the 'Offline mode" option from the Sign-in page or "Offline Copies" from the menu. Do you want to view offline forms and documents?

This error shows every time the app is signed into. The server is accessible, though! We can just click cancel on this error message every time and it lets us sign in just fine.

We can't seem to pinpoint any of our particular firewall rules or group policies to keep the error from displaying.

I'm thinking that the error is showing because the app just isn't giving it enough time to find the server. So if it doesn't find the server within a half a second, it thinks there's no server and displays the error.

So I'm at the point where I'd like to see if I can just turn the error off altogether, since we never actually have server connection issues.

 

Thanks in Advance!

Mobile Error Screenshot.jpeg
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Replies

replied on January 6

Hi Addison,

I'm not aware of any way to suppress this error message. It's almost certainly hardcoded into the Laserfiche App's error handling and not configurable. This isn't normal from anything like "if it doesn't find the server within a half a second, it thinks there's no server and displays the error", so we should try to find the root cause.

My first thought is that this may be a server-side error for Mobile Server's connections to Forms and Laserfiche Repository Server instances that's being surfaced in the client App. There may be multiple backend Forms servers/repositories defined in the Laserfiche Mobile Server configuration, and one (or more) of those is having the connection failure. Maybe an old entry from before a server move, etc. etc.

I would start by looking there for anything obvious. Reproduce the issue and check the Mobile Server event logs as well.

For further troubleshooting, to identify which endpoint is responsible for the error:

  1. Record/screenshot the currently registered repositories and Forms servers in Mobile Server config.
  2. Remove all Forms server registrations and Save
  3. Open the App, clear any saved URLs, re-enter the Mobile URL, attempt to connect, and see if you receive the "Server could not be found" error.
  4. If you don't receive the error, this indicates a Forms server endpoint is responsible. Re-add the Forms server(s) one by one and re-do step 3 to check each.
  5. If the error still occurs, remove all repository registrations in Mobile Server and Save.
  6. Open the App, clear any saved URLs, re-enter the Mobile URL, attempt to connect, and see if you receive the "Server could not be found" error.
  7. If you don't receive the error, this indicates a Laserfiche Repository Server endpoint is responsible. Re-add the repository registrations one by one and re-do step 6 to check each.

Give those steps a try and let us know what you find!

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replied on January 6

Thank you for the tips, Samuel!

 

I'll be trying this tonight after work hours (as I can't interrupt the service for folks using it)

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replied on January 10 Show version history

Alright so I tried these steps and what I found was that the error occurs with both. It occurs when I only have the Repository added, and it also occurs when I only have Forms added. I'm guessing the error is happening during the first initial reach out from the mobile device to the server that mobile is installed on.

We still haven't found any network related reasons why this error might be occurring. We've been using mobile since last summer and this just started happening maybe a month ago.

Some architecture context:

All our servers are in Microsoft Azure.

Mobile and Forms are both installed on the same server, which is configured as a DMZ

The LF Server (repository) is installed on its own dedicated server

LFDS is also installed on its own dedicated server

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replied on January 13

Thanks for running those tests. Two follow up questions/thoughts.

  1. Do you get any errors if you select the "Sign in to Laserfiche Cloud" option?
  2. Were the Laserfiche App instances experiencing the error deployed with any kind of Mobile Device Management (MDM) (Intune, etc.)?

In any event, I would open a support case for further assistance troubleshooting (link this Answers post so they can review it for background). This seems like the sort of thing we'll likely need logs to pin down.

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replied on January 15

Thanks again, Samuel.

I've attached a screen recording of the app when I open it.

I can't really even test your number 1 because the error happens immediately upon opening the app.

This happens regardless if we're on a company iPad or on a person device (the attached video is from my personal iPhone)

 

I did open a case with Laserfiche (Case 242687) and sent them all of the event logs from the server where Mobile is installed.

They basically concluded that this is a networking issue and not a LF issue, so they just closed the case and said they cannot help. We cannot find anything network or group policy related that would cause this error. I wasn't sure where to go next so I put this question on the LF Answers site.

Again, the app signs in just fine despite this error popping up all the time. It's like it pops up and the app signs us in fine anyways behind the error.

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replied on January 15

I'll also add that I only get this error when the mobile URL is filled in. If I clear it out, the app does not show any errors.

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replied on August 3

i am also facing same error message on my android device , but when i try to access repository & forms via browser it is accessible from the same device.

kindly advice  LF Mobile app version 2025.6.23.1797154

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