EcoStruxure IT mobile app: Could not retrieve user!

[DCIM_Support]

This question was originally posted on DCIM Support by spezialist on 2018-08-17

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Dear Support team,

Why today it became impossible to make login in the mobile app EcoStruxure IT (v.1.0.57):

What is the problem and how soon will it be fixed?

Very thanks for the support.

(CID:133372814)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-08-17

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Dear Davide Manassi,

Tell us, please, did you get such error or not? This error is inherent only in version 1.0.57. In version 1.0.56, everything looks good.

Dear Tashi Wangdi, Is this again due to significant changes in the digital service?

Very thanks for the support.

(CID:133372983)

[DCIM_Support]

This comment was originally posted on DCIM Support by Tashi Wangdi on 2018-08-22

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Hi spezialist

We have not yet heard of this issue. Are you still facing it?

If you are still unable to log in, please share your user details like login username to this email and I will take a look.

Regards

Tashi

(CID:133374374)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-08-22

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Dear Tashi Wangdi,

I sent you the necessary information, please confirm receipt.

Very thanks for the support.

(CID:133374383)

[DCIM_Support]

This comment was originally posted on DCIM Support by Tashi Wangdi on 2018-08-22

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Thank you for sharing the details spezialist.

Are you still facing it?

I can see from the logs that you logged in successfully 10-15 minutes ago in the app. Please confirm.

Regards

Tashi

(CID:133374611)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2018-08-22

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Dear Tashi Wangdi,

Unfortunately, the above problem still exists.

I about an hour ago updated the EcoStruxure IT mobile app to version 1.0.58 and the error was not resolved. Therefore, I uninstall the mobile app version 1.0.58, then install the old version 1.0.56 and only then was able to successfully execute the login.

Very thanks for the support.

(CID:133374633)

[DCIM_Support]

This comment was originally posted on DCIM Support by Tashi Wangdi on 2018-08-23

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Okay. We are looking into it.

(CID:133374746)

[DCIM_Support]

This comment was originally posted on DCIM Support by Tashi Wangdi on 2018-08-24

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Hi spezialist

We have fixed the login issue. The new version 1.0.59 should be available for upgrade in some time. Let us know if you still face issues after the upgrade.

Regards

Tashi 

(CID:133375607)

[DCIM_Support · Accepted solution]

This answer was originally posted on DCIM Support by spezialist on 2018-08-24

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Dear Tashi Wangdi,

It looks like this time in the version 1.0.59 of the mobile app the problem has finally been fixed 😀. I.e., I was able to execute normally login in the app.

One more question: it seems that since version 1.0.57 the mobile app has become a public one, regardless of the region? Since up to version 1.0.56 inclusive, the mobile app was available only in several countries. Is this really so?

Very thanks for the support.

(CID:133375789)

[DCIM_Support]

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