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Troubleshooting guide

The aim of this document is to help end-users overcome occasional challenges by themselves, reducing support needs. This page helps you to independently troubleshoot issues related to your Access App and mobile devices. Going through the following checks will assist your end-users in overcoming the most frequent hurdles during registration.

Access App not working

Does the mobile phone meet the minimum OS requirements?

The following operating system are required for the Access App:

  • Android devices: Android 6 or higher.
  • Apple devices: iOS 11 or higher.

Does the mobile phone have a trusted execution environment?

Your mobile phone must have a secure Trusted Execution Environment (TEE) for the Access App to work. TEE is required for cryptographic calculations and storage as part of a secure authentication process. Most modern smartphones come with a TEE.

Does the mobile phone have lock screen set up?

Without a lock on the device, security would be compromised. The device should require at least a PIN to unlock the home screen. Although the Access App also works with only a PIN code, for a safer and more convenient user experience, we recommend setting up facial pattern recognition or fingerprint scanning on the device. To set up biometric authentication, search settings for Face ID and Passcode on Apple devices, and fingerprint management on Android devices.

Are you connected to the internet?

Check if you can visit webpages. Loss of internet connection can prevent the Access App from working properly.

Registration failure

Have you recently removed the lock screen from your device?

If you removed the lock screen after the Access App was installed, it would make the device not secure, which prevents the app from working. You must set up a lock screen before you can proceed.

Is the latest version of the Access App installed?

Check your app store to see whether there is an update available for the Access App.

Does your iPhone have an unusual character in the device name?

Non-alphanumeric characters can interfere with account registration. On your phone, open Settings > General > About. If you have non-alphanumeric characters in the name field, remove them.

Is your Access App configured to work with your Nevis Authentication Cloud server URL?

During the pilot phase, you might be using our Muvonda demo app with your Authentication Cloud instance. The server URL in the app is set to the URL of your server during the first registration. This remains so even if all accounts are deleted.

To check and modify your Server URL in the app, do the following:

  1. Tap the settings icon.
  2. Tap the version number five times. This opens the advanced settings menu where you check your Server URL settings.
  3. Tap RESET ALL DATA AND SETTINGS at the bottom to reset the Server URL.

Push messages do not arrive

Have you recently upgraded your iOS device?

Software upgrades on iOS may temporarily disable push notifications on your Access App. To enable push again, manually force close the app, and open it again. Ensure that the app is closed and not running in the background.

Are notifications disabled?

Disabling notifications prevents push notifications from working properly. Ensure that notifications are enabled globally, and also that all notification options are enabled for the Access App. You can check on the Management Console if push notifications are enabled for the user's authenticator: either under a user's authenticator list or the authenticator details.

Is your device battery low?

Devices might optimize energy consumption by turning off notifications. As a result, it might impact the Access App. Ensure that your mobile device is properly charged and battery saver functions are not limiting push notifications.

Is your device set to some form of "Do not disturb" mode?

Flight mode, night mode, digital wellbeing, and similar functions mute notifications while the mode is active. Turn them off and verify that you get notifications for all your usual apps before you try the push functionality on your Access App.

Is Google Play Services installed?

On Android devices, the Google Play Services app must be installed for push notifications to arrive. The Google Play Services app is pre-installed on Android devices but might be missing on some models, for example, some Huawei devices.

You can check whether the Google Play Services app is installed as follows:

  1. Open the Settings app.
  2. Tap Apps & notifications, see all apps.
  3. Scroll down, and search for Google Play Services.

Install the Google Play Services app from the Google Play app if not present.

Account recovery

If a user loses a device, it is still possible to recover their account if they have another authenticator registered or if they have a set of recovery codes.

Is another authenticator registered?

If the user has an additional authenticator registered for authentication, they can use that to log in to your application and sign transactions.

Note that you must verify the identity of a user when they attempt to register an additional authenticator. For more information, see Security considerations.

Were recovery codes requested?

If the user does not have an additional authenticator registered but recovery codes are available, the user can authenticate themselves at login with a recovery code. After the user is logged in, we recommend registering a new authenticator. Using recovery codes as primary authentication method is not recommended.

Note that the user is responsible for storing the recovery codes. This can pose a security risk.