Troubleshoot the configuration issues in the mobile device

The following section covers errors that the mobile devices may encounter and, where appropriate,workarounds to avoid them.

• Verifying the Certificate Installation:

  Steps

  1. Connect to Identity Manager using the via the web browser in the mobile device.

     You must be able to connect to the Identity Manager and the certificate in the browser must appear as trusted.

  2. If you get a "certificate not trusted" message, then do the following checks:

     • Check if the certificate chain is showing on certificate. For more information, see the topic 'About Installing Certificates' depending on your mobile device.

     • Check if there are any firewall restrictions.

     • Check if the data server is correctly configured in the Configurator and is running.

• Troubleshooting Configuration Issues in the Mobile Device:

  Steps

  3. Enter the Authentication URL (AuthURL).

     You should be able to reach the URL via the web browser in the mobile device and the certificate in the browser must appear as trusted.

  4. If you are not able to connect to the Auth URL, then do the following:

     • Enter the port at the end of the Authentication URL (example: https://AuthURL:port).

     • In addition, check if there are any firewall restrictions.

  5. Enter the Sync Server name.

  6. If you are not able to connect the Sync Server, then do the following:

     • Check if there are any firewall restrictions.

     • In addition, try connecting to the server via the web browser (https://hostname:port).

• Resetting the app data:

  If there is any issue with the AVEVA Mobile Operator app, then you may want to reset the app data. Reset app data to delete data associated with the app. Clearing app data permanently deletes data stored by the app including your preferences and sign-in details. To know how to reset the app data, see the User Guide of the respective platform.

• Troubleshooting the authentication issues in:

  • Mobile app and Web app:

    If the token string becomes long and reaches the maximum allowed size for HTTP headers set by the Windows server, then the Active Directory Mobile Operator user might see an authentication issue in mobile and web app.

    Resolution: To fix this issue, increase the allowed size by performing the following steps to increase the request limits in the Windows server where the Mobile Operator Data Server service is installed.

    1. In the Registry Editor, add the following registry keys to the path HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\HTTP\Parameters:

       MaxFieldLength: DWORD, with decimal value of 65534

       MaxRequestBytes: DWORD, with decimal value of 16777216

    2. Reboot the server.

       For more information on registry keys, see the Microsoft documentation.