User isn't able to sign in to Field Maps

[G-Palmer]

One of our users is unable to log into Field Maps; she's using iPhone with the latest version of the iOS and has the most up-to-date version of the application.

The map is served through ArcGIS Online. When she selects the option to log in, the app comes back with the message 'Sign In Error - Not logged in' (see the image below).

She's already tried uninstalling and reinstalling the application, but is still getting the same message.

Is there anyway of getting around this issue?

[ColinLawrence]

Hi @G-Palmer , can you confirm the iOS version and Field Maps version this device is running and when this issue started occurring for them? Is the same user able to sign in to their ArcGIS Online account via the Browser on this same device? 

I suggest reaching out to esri tech support in the meantime who are aware of this issue and are gathering details. 

[G-Palmer]

Hi Colin

She is running iOS 17.6.1 with 24.2.0. I can check if she can sign into AGOL but the app doesn't allow her to enter her user details before presenting the message above. I've uploaded the video showing what's happening.

[Jennifer281]

Hi Colin, We are having a similar issue in our organization with field maps.  I have a field maps user who was trying to download a new field map data package we just deployed and somehow got logged out of ArcGIS.  He now is unable to log back in.  He gets the error message below  "Sign in Error Not logged in".

He is using an Apple device with iOS version 17.6.1 and the latest Field Maps.  He tried uninstalling Field Maps, restarting his phone, reinstalling Field Maps.  However, the error persists.  Has there been a resolution to this error documented?  We are using AGOL for Field Maps.  Not everyone is having this problem.  It did start for him today as he tried to delete the old data package and download the new offline area.

Thanks,

Jennifer

[MichaelaTuell]

I have the same issue starting today. So far we have not found a solution that works either

[ColinLawrence]

@MichaelaTuell has anything changed on the device between the last time it was used and today? i.e. did you update Field Maps or the OS version?

[MitchellGrafstein]

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@ColinLawrence wrote:

@MichaelaTuell has anything changed on the device between the last time it was used and today? i.e. did you update Field Maps or the OS version?

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We are having the same issue in iOS with ArcGIS Enterprise Portal.  User receives error upon opening Field Maps and cannot reach the login screen.  User can only skip sign-in successfully.  Attempts to re-enter the Portal URL yield the same results.

Passing along info for a colleague...

User can log in to the ArcGIS Enterprise Portal (11.1) on Safari on his iPad, no issue.
Uninstalled, reinstalled Field Maps, same issue.

User is on ArcGIS Field maps version 24.2.1, iPadOS 18.0 User was on 17.xy when he first started to have the issue, and updated to 18.0 to try and fix the issue.  Issue still occurs.

User tried clearing browser caches.  Issue still occurs.

Field Maps log entries continue to show:

9/20/24, 7:47:14 AM [AUTHENTICATION] Not logged in.

9/20/24, 7:47:13 AM [AUTHENTICATION] OAuth config - redirection: arcgis-fieldmaps://auth client: fieldmaps refreshExpiration: -1

[ColinLawrence]

If they havent reset the device already, or if there is another device showing the issue, are they able to tap Sign in to ArcGIS Online and get to the authentication screen? Or if you happen to have another portal you can attempt to connect to. We are trying to determine if the issue is tied to a specific portal being in a "stuck" on a device. 

[MitchellGrafstein]

For our user, the user was able to skip sign-in successfully, but unsure if they attempt to log into ArcGIS Online instead. 

We had reports that two other users faced this same issue, same Portal, and resetting their content and settings in iOS fixed the issue.  Not ideal, but at least it got them back up and running.  I am awaiting a response if this specific user has already done the reset or not. I inquired if the user attempted to use ArcGIS Online at all, but since I am passing messages along in both directions, there is a bit of lag here.  

Our Portal Admin did run a security patch recently (on ArcGIS Enterprise 11.1), but I am unsure of the timing of the issue for all three users - as in, it is possible it started after the patch for all three, but I do not have enough information to know for sure.

I hope this helps.

Also, I do not want to hijack the original post, so hopefully the reset is a quick option that can get their user back up and running.  (Emphasis added that resetting the device settings did resolve the issue even though this is not an ideal solution.)

[ColinLawrence]

No problem, I understand peoples main concern is getting back up and running as soon as possible. We are just trying to gather as much information as we can. We may potentially have a device in the same state but we can log in to other Portals and AGOL successfully, it is only stuck on this error message when hitting a specific Portal. Its likely most customers only ever hit one portal so just trying to determine if we are really in the same state. Thanks!