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Lior11
September 21, 2021
Question

Zendesk mobile app keeps logging me out

  • September 21, 2021
  • 29 replies
  • 80 views

Hi,

Since the last Zendesk app mobile update to 2.15.0 and IOS 15 - the Zendesk app keeps logging me out .

I'm using SSO with my Azure, iPhone with IOS 15 and Zendesk app version 2.15.0.

The app don't disconnect me straight ... It takes indefinite time....After I log out I am required to re-enter the domain name , user name and password .

any idea ?is there other users who are experiencing the same problem as me?

Thanks!

    29 replies

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    Jeff46
    Jeff46Employee
    Employee
    September 23, 2021

    Hi Michael,

    I have created a ticket on your behalf so we can reach out to you directly once our Mobile team have provided insights about this issue.

    Best,

    Jeff Carpio | Technical Support Engineer

    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    I
    Isi
    September 26, 2021

    Hi, is there any update on this issue?

    Jeff46
    Jeff46Employee
    Employee
    September 27, 2021

    Hi Isi,

    Our Mobile teams have shared that they will be releasing a new update that could potentially resolve this but if not it will provide us more details such as logs on what is causing this. Hopefully this release will be available in the next day or two given that the Apple App Store review team usually takes <24 hours to approve app changes. I see that you have a ticket opened with us already and we will automatically notify once the said update is released already.

    Best,
    Jeff Carpio | Technical Support Engineer

    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    L
    Lior11Author
    October 1, 2021

    Hello Jeff,

    Did the new update is released? I do not see it in the App Store...

    Jeff46
    Jeff46Employee
    Employee
    October 1, 2021

    Hey Lior,

    We haven't released the update yet as there are further tests that needs to be made. I apologize if I said that we will hopefully release it this week however this looks to be delayed to ensure that everything goes smoothly. You will automatically be updated via email once the release is available.

    Thanks for your patience!

    Best,
    Jeff Carpio | Technical Support Engineer

    NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    L
    Lior11Author
    October 4, 2021

    Hello Jeff,

    Thanks for the reply.

    The problem got worse after I upgrade to IOS 15.0.1 ,  Now its logging me out Every two hours!

     

     

     

      Jeff46
      Jeff46Employee
      Employee
      October 8, 2021

      Hey Lior,

      Our Mobile Apps team have confirmed that v2.15.1 of the Support app for iOS has been released and is now available in the Apple App Store. Can you kindly update your app and see if it fixes the log out issues?

      Best,
      Jeff Carpio | Technical Support Engineer
      NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

      L
      Lior11Author
      October 8, 2021

      Hello Jeff,

      I installed the new App version 2.15.1 and after I enter my user name and password I can't see the  tickets I get an error message - "An error has occurred."

      Now the app does not work at all ....

      Regards,

      Jeff46
      Jeff46Employee
      Employee
      October 8, 2021

      Hi Lior,

      I have replied to the ticket that you have with us. Thank you so much for your report and we will keep you posted.

      Best,
      Jeff Carpio | Technical Support Engineer
      NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

      I
      Isi
      October 12, 2021

      Hi, there is still an issue with the latest release 2.15.1 and iOS 15.0.1 whereby the app is logging itself out after an indefinite time (I can frequently replicate it after opening the app the following day).

      The notifications are also not working which was the case in the 2.15.0 version whereby notifications still appear against the app icon even though I've checked all notifications within the mobile app (multiple times).

      Can this please be rectified asap so I can reliably utilise the app to support out of business hours incident response?

      Thanks

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