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Community Member
October 5, 2018
Solved

App problem - unable to establish a secure connection

  • October 5, 2018
  • 35 replies
  • 4098 views
I change my ISP yesterday and now I can't use my I'd app on my Android tablet. When I try to open the app I get a message saying unable to establish a secure connection. Please try later. My Android mobile using the same network opens fine. Any ideas??
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Best answer by Ryan D
Hi @Johnnyboy,

It is interesting that your tablet is effectively spoofing an Android version that is newer than it's actual version; I've never heard of that before. The app will not work with Android 4.4.2 which is why this issue is happening. Sorry about that!

Ryan

35 replies

October 8, 2018
Hi @Johnnyboy,

You may need to update the version of the app you are using on the tablet.
We'd recommend uninstalling and reinstalling the app.

If this doesn't help, let us know and we can try some more troubleshooting with you.


Jade
JohnnyboyAuthor
Community Member
October 17, 2018
Hi Jade have uninstalled and re installed but the problem is still there. The version I'm using is2.1.2.9365
Ryan D
iD Mobile Employee
iD Mobile Employee
October 18, 2018
Hi @Johnnyboy,

What Android version is your device? Unfortunately we have identified an issue with some older versions which will mean our app will no longer work.

Ryan
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JohnnyboyAuthor
Community Member
October 18, 2018
Hi Ryan my tablet is running Android 6.0 so not that old!!
Phil H
iD Mobile Employee
iD Mobile Employee
October 19, 2018
Thanks, you you provide us with some more details on the device, have you tried clearing the app cache/ data since re-installing?
-Phil
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JohnnyboyAuthor
Community Member
October 19, 2018
Hi Phil, have just tried that, cleared cache and data but problem is still there.
Mohammed H
iD Mobile Employee
iD Mobile Employee
October 22, 2018
Hi Phil, have just tried that, cleared cache and data but problem is still there.

Does the website work from your mobile browser here?

https://my.idmobile.co.uk/

Can you access the app when on Mobile data but just not on WiFi?

Mohammed
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JohnnyboyAuthor
Community Member
October 22, 2018
Hi Mohammed,
no I cant access the app on Mobile data or WiFi. Yes I can access the website from my device.
JohnnyboyAuthor
Community Member
November 4, 2018
Doesn't look like this problem is going to be fixed any time soon!!!
Ryan D
iD Mobile Employee
iD Mobile Employee
November 5, 2018
Hi @Johnnyboy,

Please can you confirm what the make and model of your tablet is, as well as the current Android version and current App version you're using?

We will have this escalated in order to find out what is happening.

Ryan
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