S123 Mobile Application - Sign in/out issues

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06-23-2021 09:08 AM
AndrewCampbell-Sutton
New Contributor II

Hi,

We have three users (out of 60) reporting issues signing in to the Survey123 (S123) mobile application.

It appears that they are being signed out of the application on exit and are having to sign back in when they reopen the application - problem is worse when they are in areas with a poor/non-existant mobile data connection. Occasionally they are unable to sign back in until they reacquire a good data connection.

One of them is reporting an occasional ‘net::ERR_NAME_NOT_RESOLVED’ error when trying to sign in too. Another is reporting that the exit form icon ('X') is disappearing whilst collecting data in an open form.

The same users experience the same signing out problem under the same conditions with Field Maps [similar to this post

They are all using v3.12 of the S123 application and signing in via ArcGIS Online. Android versions are different for each user, one each for version 7 (Samsung), 8 (Huawei) and 9 (OnePlus). I do not have device model information.

Has anyone else experienced any of these behaviours? Most of our users are fine, could it be device specific?

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Philip-Wilson
Esri Frequent Contributor

Hi @AndrewCampbell-Sutton,

The ‘net::ERR_NAME_NOT_RESOLVED’ error would indicate the device is in a state where there is no internet or network connection to be able to connect to valid network and hence ArcGIS Online. This can happen in areas of very poor cell phone reception, where the device has limited coverage, so may show it is connected to network but actually can't use mobile data.

In some cases this may cause a sign out issue if the issue occurs during sign in process or when refreshing the token from ArcGIS Online.

In these cases it is better to switch the phone to airplane mode (offline) and continue to work until back in good reception. If you sign in before going into field or areas of poor coverage, download survey and needed data, switch to offline, the user will remain signed in and everything will work as normal. Surveys can be completed and saved to Outbox. And tthen once back in good reception, you enable network again and send all the surveys. In this workflow the user should always remain signed in.

Regards,

Phil.

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2 Replies
Philip-Wilson
Esri Frequent Contributor

Hi @AndrewCampbell-Sutton,

The ‘net::ERR_NAME_NOT_RESOLVED’ error would indicate the device is in a state where there is no internet or network connection to be able to connect to valid network and hence ArcGIS Online. This can happen in areas of very poor cell phone reception, where the device has limited coverage, so may show it is connected to network but actually can't use mobile data.

In some cases this may cause a sign out issue if the issue occurs during sign in process or when refreshing the token from ArcGIS Online.

In these cases it is better to switch the phone to airplane mode (offline) and continue to work until back in good reception. If you sign in before going into field or areas of poor coverage, download survey and needed data, switch to offline, the user will remain signed in and everything will work as normal. Surveys can be completed and saved to Outbox. And tthen once back in good reception, you enable network again and send all the surveys. In this workflow the user should always remain signed in.

Regards,

Phil.

View solution in original post

AndrewCampbell-Sutton
New Contributor II

Thanks for the quick reply.

I'll ask a couple of them to try this workflow, makes sense.

- Andy.