The steps sound correct to me so have them try flipping the Refresh Client Files toggle (then launch the application again, this should force the download of the files from the server without having to do a full reset or uninstall/reinstall in the meantime).  If you’re on Android this is done from within the Astea Mobile application itself…click on Settings in the main menu then click on General, then Open Settings and flip the Refresh Client Files toggle and then close/re-launch the Astea Mobile application again.  Do they have any custom mobile code (i.e. that was not done through the Mobile Customizer application)?  We did some major changes between 15.1 and 15.2 for ‘customization per profile’ support and you mention they went directly from 15.1 to 15.4 so maybe there’s an issue with jumping across these versions.  Once you get all of the techs on the latest 15.4 build you can try re-publishing the customization again (without actually making any changes) then have one of the previously impacted technicians put the app in the background and bring it to the foreground again (they should get the downloading bar at that time if everything is working properly).

Hi Reid,

Is there any way to force the upgrade on mobile ? Customer is not very happy with that solution. Tks

Reid,

Can you please detail where else this toggle can be set on Android ? Indeed, they can not enter in the ASTEA application. Please see the error message they have.

Translation is : Network error. Client version (15.1.3.6) doesn’t match the server’s one. Thank you to restart the application and ensure version is well uploaded.

They’ll have to go to Settings...Apps...Astea Mobile...Storage...then click on Clear Data and Clear Cache (which will take them to the Enter Server URL screen the next time the application is launched), we don’t have that option in the App Settings on Android.

Hello Laurence,

RE: Network error. Client version (15.1.3.6) doesn’t match the server’s one. Thank you to restart the application and ensure version is well uploaded.

To avoid this error coming up, please ensure that all technicians log off properly the night before the mobile upgrade. So, the initial logon  the next morning will download the latest server version. I’ve come across this issue before and is caused by a version mismatch between the server and the device, due to the technician not logging off properly and still having an active session.

To overcome this, one way is as per Reid’s explanation (clearing the data/cache) via Apps or you can delete the Native Astea app and download it again via Google Play. In either scenario, you will need to re-enter the URL.