This question was originally posted on DCIM Support by Davide Manassi on 2018-07-24
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)
Solved! Go to Solution.
This answer was originally posted on DCIM Support by spezialist on 2018-07-26
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)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
Dear Davide Manassi,
Please, show a screenshot of your APP error.
With respect.
(CID:132668269)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
(CID:133368346)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
Yes, I see error 500 on each pages
(CID:133368371)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
Ok, and the last check, click on the Auth button and show the screenshot, please.
With respect.
(CID:133368350)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
I see the same error on it
(CID:133368342)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
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)
This answer was originally posted on DCIM Support by spezialist on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
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)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
Another strange things, is that I can see the alarms occoured, so I see if a devices have some problem.
(CID:133368379)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
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)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
(CID:133368360)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-24
I try to create an incident (8875599) but I cannot see it on incident page app, I always see error 500
(CID:133368322)
This comment was originally posted on DCIM Support by spezialist on 2018-07-24
Dear klaus jakobsen and Stine Hansen,
I confirm: in a EcoStruxure IT mobile app, as well as Davide Manassi, I get:
I hope this bug will be fixed.
Very thanks for the support.
(CID:133368355)
This answer was originally posted on DCIM Support by spezialist on 2018-07-26
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)
This comment was originally posted on DCIM Support by Davide Manassi on 2018-07-26
Hi, good news.
Thanks for best work.
Davide
(CID:132669327)
This comment was originally posted on DCIM Support by spezialist on 2018-07-26
Ok, thanks for the good feedback 😀.
(CID:132669334)
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