ISP "blocking" sidebar instant app

Question

I had someone reach out to me because they were unable to run the new app I made with the Sidebar Instant App. I did the standard recommendations of clearing cache, rebooting, checking browser and versions, etc. after they were able to open it on their phone. We were unable to get anywhere with it and she said she would work with the service provider.

Now the service provider wants me to call/email them to help them figure out what's going on. It looks like a smaller provider.

I don't even know what question to ask or advice to get from here. I can't even begin to figure out what/how the Instant Apps work to help trouble shoot anything. Should I direct them to esri support? Should I open an esri support call? Is this a widespread problem? Is there anywhere I can direct them so they can figure out what's going on themselves? Is there something special about the Instant Apps that don't work with some aspect have how ISPs work? I just... what?!

I just asked her to try to use the Public Notification app so I can see if it's all the Instant Apps or just the sidebar. I did build app in ExB and she can get that one to work.

Update: The Public Notification App works. So what is different about the Public Notification App?

jlhansen · Answer

So, I may have misunderstood what app she was using. It's possible that the Esri apps are fine and it's an internal app that she can't get to.

I did have someone who couldn't get to the Sidebar App and could get into the ExB app, but it isn't the person who wants us to contact their ISP.

ryanuthoff · Answer

I highly doubt the ISP is blocking your app. To be honest, I'm surprised that the ISP is even trying to troubleshoot this problem. But if they're willing to help, it's worth having them try and opening the app and seeing if they can replicate the issue.

But, if you want to rule out the ISP blocking your app, here is what I would recommend. If the app is working fine on your computer, try to connect to the end user's network. Of course, I realize it might not be possible to connect to the same network as your end user as you would need to be physically at the same location. So an alternative would be to have your end user try to access your app from a different ISP. The easiest method would probably be through a cell connection. If it works, then the ISP might be blocking it. If it doesn't, it's probably just a problem isolated to their computer.

Unfortunately, the burden of troubleshooting app issues typically falls to the person who built the app, and not the end user. You would need to reach out to Esri support and work with the end user to troubleshoot the problem further, should you choose to go that route.