Data Not Loading in Mobile App

If a user logs in to the mobile app but their account information does not load, there may be an issue with the cryptographic authentication or type of key-based authentication.

Try the following steps to resolve this issue.

For Apple iOS:

1. Is the local system time on the device correct? If not, please have the user run through these iPhone troubleshooting steps to correct it. If the time is off by more than 5 minutes, it can prevent the connection from occurring.

2. If that does not work, instruct the user to go to How's My SSL? on their mobile device. Have the user take a screenshot of the page results and a screenshot of Settings > General > About. Send those to support@narmi.com. When you email us, please provide us with the affected username, the date and time this issue occurred, and confirm that the user is not using a VPN or Device Management (go to Settings > General > scroll to the bottom).

For Google Android:

1. Is the local system time on the device correct? If not, please advise the user to follow any device-specific instructions for setting the correct date and time. If the time is off by more than 5 minutes, it can prevent the connection from occurring.

2. If that does not work, instruct the user to go to How's My SSL? on their mobile device. Have the user take a screenshot of the page results and include that in your message to support@narmi.com. When you email us, please provide us with the affected username, the date and time this issue occurred, and confirm that the user is not using a VPN and that a corporation does not manage the device.