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Troubleshooting Guide

You can freely adapt this page to the needs of your teams and customers. 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.

If the app is not working

Does the mobile phone meet the minimum OS requirements?

For Android devices, it must be Android 6 or higher.

For Apple devices, it must be 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. Some smart devices do not have a TEE that is required for cryptographic calculations and storage as part of a secure authentication process. Our app is not supported on those devices. Such devices include Google Pixel 1, Nexus 5, Mate 9, Galaxy A5 and the iPod Touch.

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, facial pattern recognition or fingerprint scanning should also be set up on the device. To set up biometric authentication, on Apple devices, search settings for Face ID & Passcode; on Android devices, search settings for fingerprint management.

Do you have data connectivity on your device?

Check if you can visit webpages. Loss of data connectivity may prevent the app from working properly.

If registration fails

Have you recently removed the screen lock from your device?

If you removed the screen lock after the Access App was installed, it would make the device insecure, which prevents the app from working. You need to set up a screen lock before you can proceed.

Have you got the latest version of the mobile app installed?

Check your app store to see whether there is an update available for your authentication app.

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

At times non alphanumeric characters may 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 app configured to work with your Nevis Authentication Cloud server URL?

During the pilot phase, you may be using our Muvonda demo app with your Auth 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, tap the settings icon, and tap the version number five times. This opens the hidden advanced settings menu where you check your Server URL settings. Tap RESET ALL DATA AND SETTINGS at the bottom to reset the Server URL.

If push messages do not arrive

Have you recently upgraded your iOS device?

Software upgrades on iOS may temporarily disable push notifications on the your Access App. To enable push again, manually force close the app, and open it again. Make sure you do not just put the app in the background.

Are notifications disabled?

Disabling notifications prevents the push notifications from working properly. Make sure notifications are enabled globally, and also that all notification options are enabled for the Access App.

Is your device battery low?

Devices may optimize energy consumption by turning off notifications. As a result, it may impact the Access App. Make sure your app is properly charged 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 they are active. Turn them off and make sure 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 has to be installed for push notifications to arrive. The Google Play Services app is preinstalled on Android devices but may 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.