Socket Timeout

[DonovanC]

Hello,

I was wondering if anyone has experienced this error, this occurs when a user tries to sign in or create a connection. I had a situation where two users at the same location one user signed in successfully, while the other user experienced the time out.

[ZacharySutherby]

Hello @DonovanC,

It looks like the connection between the device and the Portal may have been interrupted. A couple of questions: 

• For the colleague who authenticated successful did they need to log into a VPN? 
• Are the devices managed through a Mobile Device Management system?
• Can the colleague who experienced the issue access the Portal and authenticate through a web browser on the device? 

[DonovanC]

Hello @ZacharySutherby ,

All users go through the VPN to connect to our enterprise portal and we only use iPhone devices as well.

Devices are managed through AirWatch I believe and the user experiencing the issue can access the portal through a web browser on the device.

[ZacharySutherby]

Hello @DonovanC, 

Thank you for confirming! When the user see's the socket timeout error if they swipe down from the top right of the device to open the control center do they see the VPN icon next to the cellular signal? 

[DonovanC]

Hi @ZacharySutherby ,

The VPN logo is not appearing for him when he swipes down the control center. I tested and the VPN logo appears in the control center and I can successfully sign in or add a connection.