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App problem - unable to establish a secure connection

  • 5 October 2018
  • 35 replies
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J
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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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Best answer by Ryan 9 November 2018, 16:48

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35 replies

Mohammed
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It would appear the problem was related to the emails and various other happenings that occurred in error a few days ago as I have just tried to log back in as normal on wifi at home and the app is now working- too much of a coincidence I would say.

Thank you for your suggestion though.

 

Hello @Ronson,

Thanks for confirming that and I’m glad to hear it’s now working.

 

Mohammed

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Ronson
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It would appear the problem was related to the emails and various other happenings that occurred in error a few days ago as I have just tried to log back in as normal on wifi at home and the app is now working- too much of a coincidence I would say.

Thank you for your suggestion though.

Will
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Have you tried logging in using data rather than WiFi @Ronson?

 

This will give us an idea where the problem lies you see.

 

Will

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Ronson
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I have a similar problem with an iPhone 11 on ios 14.4 I get the following message - seems to be after an update- can sign in online but not in on app.

 

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A
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Ryan
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Hi @Tricky,

Thank you for this information, we'll ensure that it is fed back to the team.

Ryan
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T
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I too have this error, on android 4.4. Your app information in Google store shows minimum android version 2.1! I think you need to update this information.
Ryan
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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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J
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Thanks terrywebbs for your interest and input but sometimes it's worth remembering we're only here for a short time and I've decided worrying about some trivial app that influence my life not one not ain't worth it.👷lol
terrywebbs
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Hi no your right it wont work with older OS. There is no update option in system>about tablet.
I'm starting to think that I might have to root my tablet to allow me to update the OS but this involves the risk of bricking the tablet. On balance I'm not convinced that it's worth the risk to get the app working when I can access my account from my phone or the iD website


Your right it's not worth the hassle ...
You could potentially brick your device yes but if you have a recovery rom you can go back!
All is not lost. I have done this many times with frustration testing software on devices.
J
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Hi no your right it wont work with older OS. There is no update option in system>about tablet.
I'm starting to think that I might have to root my tablet to allow me to update the OS but this involves the risk of bricking the tablet. On balance I'm not convinced that it's worth the risk to get the app working when I can access my account from my phone or the iD website
terrywebbs
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Hi

From what I have read on this forum the ID app wont work on older android software before version 6

Not to difficult to update the device if the manufacture still supports this
Under system>about>
you might find an update option to get the latest android
J
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Hi terrywebbs, no VPN enabled.
Something I have discovered is this. Tablet was a cheapy. In settings "about tablet" it says Android version 6.0 but if I go into apps "All" Android System the version is 4.4.2 and Android System UI version 4.4.2 so I'm wondering if in fact I only have version 4.4.2 installed which will mean the iD wont work. Thoughts??
terrywebbs
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Hi terrywebbs,
system time is ok, no firewalls or security programs are running and this app works fine on my android phone with the same ISP. I might have a look to see if Vodafone my ISP are blocking this app as I'm trying to log in from a third party Sim card. Dont know if that makes any sense??

Yes using a third party network other than the one intended for the ID app may possible cause an insecure connection issue but only if the sim card was vodaphone. ISP wont make any difference.


What will make a big difference is if you have a VPN running
Some apps can't run behind a VPN.

Check your mobile device hope you have't been running one?!
You will know if you have its something you have to setup manual or using an App service.
Your ISP wont be running this.
J
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Hi terrywebbs,
system time is ok, no firewalls or security programs are running and this app works fine on my android phone with the same ISP. I might have a look to see if Vodafone my ISP are blocking this app as I'm trying to log in from a third party Sim card. Dont know if that makes any sense??
J
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Hi the SIM plan includes Data, Calls and txt.
Ryan
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Hi @Johnnyboy,

Our App team want to know the details of the SIM plan that you're using for you tablet i.e is it Data Only. If you don't want to disclose this publicly then let me know and we'll find an alternative route.

Ryan
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terrywebbs
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Hi

Long-shot on this one... System time is not Real?
If your Android device’s system time is not the real one or not matching with the current time zone, apps that require a secure SSL connection will error.

To fix the issue, you need to set up the system time with the current time zone.
Not all devices time will adjust correctly when British summer time ends!!!

Alternatively check you do not have antivirus or a firewall app running that may be blocking the app from working.

If you are using virgin media they have an odd apps running on the backend of all customers dashboard that can cause issues, I turn websafe off on mine. You will have to log into your virgin media account not the router.
Might be an idea since you have changed ISP to check your provider hasn't got something running!
Ryan
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Thank you @Johnnyboy.

I have fed the issue back using those details and we'll see what we can find out for you.

Ryan
I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
J
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Hi Ryan,
My Tablet is made by Mediatek and the model number is KT107H and is operating with Android 6.0 The app version is 2.1.2.9365

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