Support Article
Mobile offline functionality is not working
SA-32151
Summary
Mobile offline functionality is not working in a recently upgraded environment.
The mobile app works fine online, but with no network (Offline), none of the functionality works, for example, not able to create new work, not able to view profile and not even able to log out.
Also "Settings" menu on the device displays only System Info and Log files, and does not display other two options Sync Queue and Local Storage.
Error Messages
Not Applicable
Steps to Reproduce
1. Create a Mobile app that is offline enabled.
2. Login the app once with the network one and create a case.
3. Switch to Offline mode and attempt to create a case.
Root Cause
The fact that the user does not see the "Sync Queue" and "Local Storage" option under "Settings" menu clearly indicates that the app is not offline enabled.
User is using LDAP authentication for the application and is also using a customized Web-login. While using such customizations, the user has to ensure that any offline related parameters are correctly passed.
Resolution
User's LDAP Authentication was not using the correct authentication fail stream.
Inspect the customizations done in the Web-Login one piece at a time, to ensure that the offline functionality is delivered and works correctly as expected.
Published January 24, 2017 - Updated October 8, 2020
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