Hi Lawrence,

 I assume this is an Apple device.  If so, and as a process of elimination, can you verify the native version and iOS versions running on the device?

Regarding your comment...’installed on another device, but does not work anymore for this user’….Are you saying that the app does not work for him on another device either?

Working in Chrome, denotes that the issue does not lie with his logon credentials.

Have you also tried performing a ‘re-initialisation’? on the mobile device/app?

The screenshot is not that clear. Does the tech have a strong signal? Is he using wi-fi or mobile data?

Regards,

Ugo

hi Ugo : the tech is on a samsung android 10 with mobileedge 3.3.0 when he performs the login he has the network issue with chrome this is ok . when i test this on my mobile device (xiaomi) same android release same mobile app release with the technicien credential this is working. we have tested on an other samsung no error. The tech as tested with an other device too he has the issue - very strange problem

Just out of curiosity, on the Android device were there any recent Webkit updates?  If so, perhaps rolling that back might resolve the problem.

we have asked the tech to uninstall the latest android webview - same error message

We have had issues we tracked to the mobile data service from our phone company. We have changed our mobile provider for this region. I would test with a different SIM card just to be certain

We have here the same phone company so the issue is very strange as directly using Chrome on the mobile this is working but using the APP not i will open a case to support thanks all for you help