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PocketCRM gives "Authentication failed"

Hi!

We upgraded our own onsite enviroment on last week into SuperOffice 8.5 R01 and same time PocketCRM was updated into v9.0.4. After these updates we are not able to login PocketCRM anymore. We are receiving "Authentication failed" message on Android phones. PocketCRM has worked previously without any issues. There are no error messages in log files.

Do you have any ideas what has happend?

-Tatu

RE: PocketCRM gives "Authentication failed"

Hi,

Are you running a separate Netserver to handle Pocket CRM? (Remote installation of Netserver)

 

 

Von: Erik Eide 20. Mai 2019

RE: PocketCRM gives "Authentication failed"

No, it is not dedicated for Pocket. SuperOffice web uses it too. SuperOffice web is working fine.

Von: Tatu Tukiainen 20. Mai 2019

RE: PocketCRM gives "Authentication failed"

Hi,

could you please verify what authentication settings are enabled for the SuperOffice web site in IIS?

In earlier versions of SuperOffice web "Basic Authentication" used to be enabled.  This should now be disabled.

Von: Jomar Johansen 20. Mai 2019

RE: PocketCRM gives "Authentication failed"

Thanks! Basic authentication was enabled on application level. We disabled it and after that logins started to work.

Is this mentioned on documentation? I might have missed it.

Von: Tatu Tukiainen 20. Mai 2019

RE: PocketCRM gives "Authentication failed"

One additional question related to this.

We had one user who was not able to login PocketCRM eventhough we removed basic authentication from IIS. Then this user changed his SuperOffice password and after that he was able to login. He told me that he only changed one letter on his password. This letter was ä. I also tested this in our onsite enviroment and I was able reproduce the issue. If SuperOffice password contains finnish letters like ä,ö or å, PocketCRM says Authentication failed. Windows client and SuperOffice web are working correctly when finnish letter are used in password.

I also tested this with our online environment and it did worked correctly when password included these letters.

Is there some setting on our IIS which is causing this issue or is problem on PocketCRM side?

Von: Tatu Tukiainen 14. Jun 2019

RE: PocketCRM gives "Authentication failed"

We see same problem ‘Authentication failed’ when attempting logging into pocket. Now showing up on our installation, as well as a customer, is it so that we should expect a lot of complaints as most customers would have set autoupdate from playstore ?

This is after autoupdate as well as a new install from playstore, and with pocket 9.0.5. No changes to back end.  In both cases, using same netserver as web client. (and basic authentication was not set)

Have also noticed that an uninstall/reinstall of pocket does not remove connection string. It is only after an uninstall, restarting phone, and then installing, that option for where to connect, comes up.

Also, a colleague with a new phone just installed Pocket. After the installation is complete and he opens the program the first time, the connection address option does not come up at all and he receives a continuous error that says “Failed to connect to server”.

Von: Eirik Simonsen 2. Jul 2019

RE: PocketCRM gives "Authentication failed"

We see same problem ‘Authentication failed’ when attempting logging into pocket. Now showing up on our installation, as well as a customer, is it so that we should expect a lot of complaints as most customers would have set autoupdate from playstore?

This is after autoupdate as well as a new install from playstore, and with pocket 9.0.5. No changes to back end. In both cases, using same netserver as web client. (and basic authentication was not set)

We see some login issues in our logs, but not any more than the previous version 9.0.4. Less than 1% of logins fail, and are mostly related to connection issues like loss of signal.

 

Have also noticed that an uninstall/reinstall of pocket does not remove connection string. It is only after an uninstall, restarting phone, and then installing, that option for where to connect, comes up.

I'm unable to reproduce this on Android Pixel 2, Galaxy Tab and iPad. What device does this happen on? Did the uninstall finish before installing from the app store?

 

Also, a colleague with a new phone just installed Pocket. After the installation is complete and he opens the program the first time, the connection address option does not come up at all and he receives a continuous error that says “Failed to connect to server”.

Also unable to reproduce. Do you know what kind of device this happened on?

Von: Ola Østtveit 3. Jul 2019

RE: PocketCRM gives "Authentication failed"

@ Ola: I'm unable to reproduce this on Android Pixel 2, Galaxy Tab and iPad. What device does this happen on? Did the uninstall finish before installing from the app store?

  • Samsung Galaxy J7, Android 8.0.0 Samsung Experience version 9.0   Unistall completed according to interface.

Also, a colleague with a new phone just installed Pocket. After the installation is complete and he opens the program the first time, the connection address option does not come up at all and he receives a continuous error that says “Failed to connect to server”.

Also unable to reproduce. Do you know what kind of device this happened on?

  • Google Pixel 3A XL, Android 9

We have attempted this 6 times; result is the same: no 'chooser' for connection comes up (Phone interface says that it is uninstalled before we start new install.

Von: Eirik Simonsen 3. Jul 2019

RE: PocketCRM gives "Authentication failed"

Thanks for the information.One thing to try - try putting the phone in Offline/Flight mode before starting Pocket, and see if the connection 'chooser' will be shown.

What kind of network is the phone on? 3G/4G or wireless? Are there any VPN apps running on the phone?

Also, it would be great if you open a request for this issue in Customer Service.

Von: Ola Østtveit 4. Jul 2019

RE: PocketCRM gives "Authentication failed"

An observation that may be of some help:

Unistalling and then reinstalling the app will in most cases not do. The data (and connection strings) are kept on the phone for quite some time (how long seems to vary, but it seems to sometimes last for days).  

Doing a configuration/apps/force stop, and clear data, is needed. This will bring up the chooser consistently, and allow for a connection.

 

Von: Eirik Simonsen 9. Aug 2019