Troubleshooting Client Device Errors

When Troubleshooting Client Errors the best place to start is to rule out as many variables as possible. This will allow you to narrow down on what the issue is. Below are a list of tests and if applicable the benefits of performing the test:

1. Take the same URL used on the mobile app client to connect, and see if you can connect on the devices browser.

- If you are having connection issues or are getting a generic network error back this is a good test. If you take the URL in the connection Settings/Options and put it in your devices and browser and the same error returns (network or http error) then the issue is not with the Verivo Software. The mobile app simply leverages standard http calls to connect to the server just as your browser would.

2. See if you can connect to another app through the client/device that is hosted on the same AppServer.

-If you can connect to another app you would conclude that the issue is in the configuration (if hosted on the same DB). If you could not connect to another app it is likely the issue is with the server.

3. See if switching connection types on the client makes a difference.

-By changing connection types and attempting to connect it will allow you to rule out connection related issues. For example if you can connect using WIFI but can't using the BES then the issue is likely with your internal BES.

4. See if switching authentication types on the client makes a difference.

-By switching authentication types it will allow you to rule out whether an issue is caused by your authentication mechanism.  For example if you have proprietary authentication setup and are getting an error try disabling custom authentication and switching your client authentication type to none. If you are then able to login to the app you have isolated the issue to an authentication issue.

5. Try utilizing a different device to see if you experience the same issue.

- If you are having issues logging in, obtaining data, or connecting this is a useful test.. Try using the same credentials on another device. If they work and do not work on the original device you would conclude the issue is with the client file, that users device, or a proxy between the device and Appserver.

6. Does the same error/issue occur on another platform.

- If this doesn't work on Blackberry and does on iOS devices for example it is best to check to see if there is anything different between platforms on how requests and responses are treated.  Maybe a BES (Blackberry proxy) is interfering with the request and handling it incorrectly. Also there could be a difference with how are software handles a feature/function based on platform. 


7. Download or Install a simulator to see if you can connect using the same app and app settings as on the device.

-If you are not able to reproduce this issue on a simulator using the same client file then this would point to either a device issue or proxy issue(seeing the simulator doe snot have a proxy in the case of a BES).

8.Try removing a client side proxy if you are utilizing one.

-If the behavior is the same it is likely not the proxy. If the behavior is different and you are not able to reproduce the error or issue then the proxy is likely mishandling a request/response.

9. In AppStudio try Forcing Logout with New Config and Clear Cache for the User in question / Clear Cache on a device / or deleting the app and reinstalling it and retesting.

-If a bad configuration got cached on a users device then they could still be seeing an error message or issue that might have been resolved with a configuration change. The problem is a new configuration might not be making it's way down to the device. Try the above to confirm this or if only some users are seeing a particular error/issue.

10.Are you seeing the same results when using the Verivo Test Page.

-The Verivo Test Page is a great tool that will allow you to rule out variables. For more information on the Test Page and how to use it please see our using the Test Page Article on the Support Site.

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