APP error

[DCIM_Support]

This question was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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Hi.

Starting yesterday evening when I open devices on mobile APP I receive error "Could not retrieve ticket for your device".

All parameter is ok, I tried to reinstalla the app and resete the Struxureware server but I see that all are synconized but app dont work

(CID:132668237)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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Dear Davide Manassi,

Please, show a screenshot of your APP error.

With respect.

(CID:132668269)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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(CID:133368346)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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Dear Davide Manassi,

Please, tap on Incidents button. What yuo see? Then tap on Solved. Again, any error (500) is occured?

With respect.

(CID:133368392)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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Yes, I see error 500 on each pages

(CID:133368371)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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Ok, and the last check, click on the Auth button and show the screenshot, please.

With respect.

(CID:133368350)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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I see the same error on it

(CID:133368342)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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I reset the authenticator and now when i click con Auth I receive the code directly on the APP but no ticket error persist

(CID:133368338)

[DCIM_Support]

This answer was originally posted on DCIM Support by spezialist on 2018-07-24

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Auth button is very important: you must see there successful authorization as I have on the screenshot in topic :

If this is not the case for you, then you need to correctly authenticate in the mobile app, as it is written in the above mentioned topic.

With respect.

(CID:132668335)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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I reset the app and now I see the "Get One-time code" button and it work, but I receive "could not retrieve ticket" on all device controlled instead

(CID:133368386)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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From your comment:

...but I receive "could not retrieve ticket" on all device controlled instead

This is true absolutely for all your devices: for premium not upgraded and premium upgraded?

With respect.

(CID:133368334)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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Yes, for netboz (image that you can see on my first screenshot) I activate premium feature and for other device no, but I receive an all the same error

(CID:133368388)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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Another strange things, is that  I can see the alarms occoured, so I see if a devices have some problem.

(CID:133368379)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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Ok, then one more question: which gateway do you use (DCE-7.x software or EcoStruxure IT Gateway)?

And one more question: do you currently have active VPN connection on your smartphone?

Sorry for the many questions, but it will help to solve your problem 😀.

With respect.

(CID:133368330)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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Ok no problem. I use DCE-7.4.3.26 (sn. WV17XXXXXXXX) with 25 node license activated and I don't have any VPN active on my smartphone

(CID:133368375)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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Then in the DCE client software you see something like:

So, what is the Status of the connection to the digital service?

With respect.

(CID:133368366)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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(CID:133368360)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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I think that problem is not on my side but in cloud infrastructure, on the app on the smartphone I see correctly the alarm of devices controlled, I also just force syncronization from DCE and deactivate and reactivate the connections.

(CID:133368326)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24

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I try to create an incident (8875599) but I cannot see it on incident page app, I always see error 500

(CID:133368322)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-24

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Dear klaus jakobsen and Stine Hansen,

I confirm: in a EcoStruxure IT mobile app, as well as Davide Manassi, I get:

• again error 500, which I already reported in topic ;
• a new error "Could not retrieve a ticket for your device" for all devices (premium and non-premium).

I hope this bug will be fixed.

Very thanks for the support.

(CID:133368355)

[DCIM_Support · Accepted solution]

This answer was originally posted on DCIM Support by spezialist on 2018-07-26

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Dear Davide Manassi and Support team,

This problem was successfully fixed last night. I checked it today and can confirm that both of the above errors have been resolved 😀.

Very thanks for the support.

(CID:132669304)

[DCIM_Support]

This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-26

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Hi, good news.

Thanks for best work.

Davide

(CID:132669327)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-07-26

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Ok, thanks for the good feedback 😀.

(CID:132669334)

[DCIM_Support]

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