App problem - unable to establish a secure connection

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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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Ryan DAnswer

iD Mobile Employee

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

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A

Anonymous

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

J

JohnnyboyAuthor

Community Member

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

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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J

JohnnyboyAuthor

Community Member

Hi Ryan my tablet is running Android 6.0 so not that old!!

Phil H

iD Mobile Employee

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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J

JohnnyboyAuthor

Community Member

Hi Phil, have just tried that, cleared cache and data but problem is still there.

Mohammed H

iD Mobile Employee

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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J

JohnnyboyAuthor

Community Member

Hi Mohammed,
no I cant access the app on Mobile data or WiFi. Yes I can access the website from my device.

J

JohnnyboyAuthor

Community Member

Doesn't look like this problem is going to be fixed any time soon!!!

Ryan D

iD Mobile Employee

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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