Hello,

 Are you able to elaborate on the actual problems being experienced and/or provide screenshots ,etc?

 Are you using the latest Mobile Native version, 3.3.0 from Google Play? If not, please delete the Astea App on the mobile and download it from Google Play. 

Your Android version also is quite old - the current version is 11. Although your device is an earlier model and may not support V11.  I will discuss internally and come back to you whether this model can support a more recent and/or current version.

Another area to focus on is whether your device has been certified for use with the Astea Mobile App - the Samsung Galaxy Note 4 is.

Regards,

Ugo

Hi Ugo

The users have deleted the app and downloaded from Play, so they should have 3.3.0. After specifying the server address, the app stops responding. I have just received specifics, and having old versions of Android seems to be what is in common. These phones have been used for Astea Mobile for years and years. Users with newer Samsungs or iPhone do not have problems

Hi Bjørn,

To confirm the Samsung compatibility list, here is a snippet from the certification guide which confirms Ugo’s comment the Note 4 is supported by which OS.

It does not specifically list Android 6 (Marshmellow) and jumps from Android 5 to Android 7.  It is probably best to log a ticket in the Partner Portal for Alliance Mobile but please be sure to specify the exact version of Android to get a definitive answer.

Thank you Phil. 

These phones have been in the field for a long time. We’ll just be forward compatible and get them new phones. I see no reason to use your or our time trying to get this sorted

One other trick to try if these devices were working fine with Astea Mobile one day and then they stopped working the next day is to check the Android System Webview version and see if that was recently upgraded.  We’ve run into issues with that in the past and sometimes going to Settings/Application Manager/Android System Webview/Uninstall Updates to roll it back will resolve the issue.