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"Connection error. Unable to load data" on Android App but fine on Apple Apps

Posted: October 17, 2018 at 6:08 pm


Dan Gall

October 17, 2018 at 6:08 pm

Some time in the past few weeks our Android App stopped working and started showing a “Connection error. Unable to load data” error when we attempt to log in. We haven’t had any trouble with it for years, and the weird thing is that it works fine on an iPad. We deactived plug-ins and used a default theme with no luck. Any ideas?


Josh

  • Support Staff

October 17, 2018 at 6:26 pm

Hi,

Can you check these troubleshooting items:

https://eventespresso.com/wiki/ee4-event-apps/#long-uri-strings

https://eventespresso.com/wiki/ee4-event-apps/#data_format


Dan Gall

October 18, 2018 at 9:34 am

Hi Josh,

I went through all the troubleshooting and no luck.

Permalinks are set as Post Name
Debug is False
I’ve deactivated all other Plugins and the theme was switched to default
iThemes is not installed

Everything still working fine on iPad and iPhone. It’s just the Android App. We Attempted with a Android Tablet and a Phone and get the same results.

Dan


Josh

  • Support Staff

October 18, 2018 at 9:39 am

Hi,

Can you install & activate this plugin on your site:
https://wordpress.org/plugins/wp-rest-api-log/
Then try to connect to the site using the Android app.

Then you check the REST API Log entries in WordPress > Tools > Rest API Log. Are there any error messages logged with the requests from the Android App?


Dan Gall

October 18, 2018 at 9:52 am

No logs from the Android app at all. There are entries from Apple products for a few users though.


Josh

  • Support Staff

October 18, 2018 at 10:11 am

OK that’s useful information. What could be happening is the server’s firewall settings (or other security settings) are not accepting the GET requests for the REST API endpoints. Can you check with your host to see if they’ve made any updates to the web server since the time when you could connect with the Android app?


Dan Gall

October 18, 2018 at 10:16 am

I checked with them earlier and the informed me that they had made no changes to the server. I did log into our Plesk and see that it has ModSecurity installed, but not turned on as we have a Cisco Firewall in front of the server. Nothing has changed on that either.


Josh

  • Support Staff

October 18, 2018 at 10:30 am

Nothing has changed with the REST API or the Android apps either. Do you have a staging/dev server where you can do further troubleshooting?


Dan Gall

October 18, 2018 at 10:35 am

I can set up a staging site. Yeah I saw that there were no updates to the Android app since June so knew it wasn’t the App or the website since it does work for Apple products. I assume it was the server as well. I’ll start hunting down if anyone here made server changes (which I am the only one who normally does and people know to let me know if they need a change made). I’ll also get a staging site set up.


Tony

  • Support Staff

October 24, 2018 at 8:38 am

Hi Dan,

Did you have any luck with the staging site?

I did some testing on your site and it looks like a certificate issue.

With Postman I can’t even get a response from your server unless I disable the ‘SSL Certificate Validation’ feature.

If I use cURL on one of my servers I get:

* Peer's certificate issuer is not recognized: 'CN=GlobalSign Extended Validatio                                                                                                                                                             n CA - SHA256 - G3,O=GlobalSign nv-sa,C=BE'
* NSS error -8179
* Closing connection #0
* Peer certificate cannot be authenticated with known CA certificates
curl: (60) Peer certificate cannot be authenticated with known CA certificates
More details here: http://curl.haxx.se/docs/sslcerts.html


Dan Gall

October 26, 2018 at 8:28 am

Ahh great. Thanks Tony. Will look at the certificate right away 🙂

Will let you know shortly.

Dan


Dan Gall

November 1, 2018 at 9:37 am

This reply has been marked as private.


Tony

  • Support Staff

November 1, 2018 at 9:40 am

Great, I’m glad you found the problem.

Just to confirm, I retested with Postman and the requests that previously failed now work.

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Updated by  Tony 1 month, 1 week ago ago

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