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Version: 3.0.x.x

Troubleshooting guide

If the app is not working

Does the mobile phone meet the minimum OS requirements?

For Android devices, Android 6 or higher is required.

For Apple devices, iOS 12 or higher is required.

Does the mobile phone have a trusted execution environment?

Your mobile phone needs a secure Trusted Execution Environment (TEE) for the Nevis Mobile Authentication SDK to work. Some smart devices do not have a TEE required for cryptographic calculations and storage as part of a secure authentication process, such as 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 is compromised. The device requires at least a PIN to unlock the home screen. Although the Nevis Mobile Authentication SDK also works with PIN code only, for a safer and more convenient user experience, facial pattern recognition or fingerprint scanning is needed to be set up on the device.