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Troubleshooting

If you get stuck or get a message you don't understand, have a look in this section!

Portal user authentication failed​

This error indicates that provided username either doesn't exist or password is wrong. Please make sure you type your credentials correctly, if the problem persists please contact us.

Session timeout during activation or authentication​

Expired session indicates that phone has been left idle for a couple of minutes and session that has been initiated has already expired.

Locked registration​

Whenever you type the wrong PIN 3 times in a row or perform 2 biometric authentications at the same time (app and web initiated), device will be locked. In that case, the only way to use the demo app again is to click (Android: “Log out” / iOS: “Got it!“) and perform a new activation as described in section onboard.

Authenticate with a locked registration​

When performing PIN authentication on already locked registration, application can display a below error code, in that case please uninstall and install the app or go to the app settings and clean the app data before starting the app again.

Demo user is removed​

Any time a demo user activated in the in-app demo is deleted using the web Remove demo user, the registration will be unusable.

iOS​

  1. You will first get an error message.
  2. After that you will see the splash screen with the option to logout. To recover and start over click logout, this will take you back to portal login page.

Android​

  1. When you get a wrong state error please press retry to check if you can recover. If not, then follow the instructions on in next bullet.
  2. serverErrorNotRegistered indicates that there is no registration on the server that is connected to the current user. In this case please uninstall and install the app again or go the app settings and clean the app data.
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