|
djgore
|
March 1, 2022 at 10:49 am
Hello.
We are trying to use the app on a new Android phone, and I am getting this error:
“Connection Error. Unable to load data.”
We have already tried the many different troubleshooting steps listed here (https://eventespresso.com/wiki/ee4-event-apps/).
It may be important to note that we can log in just fine with iOS devices. I also notice that the server’s error.log and access.log does not seem to enter any new information when we attempt to log in using Android.
We have also tried creating Application Password on the website backend. Increasing PHP memory nor deactivating Defender Pro plugin did not help either.
Where should we go from here? Please advise.
|
|
Tony
|
March 1, 2022 at 11:11 am
Hi there,
“Connection Error. Unable to load data.”
The app communicates with the site using the REST API and the above error is usually thrown when either a fatal error is being thrown on the request or the request simply didn’t return a response.
So the app has nothing to display, no data and basically has nothing to do.
I tested a quick connection to your site using Android and some dummy details just to see what happened on the connection and the app didn’t show the above error (it shows unknown username/password, which is expected) however, I use a proxy to capture the requests and it shows the REST API response code is 500, which is not expected (would normally be 403).
See here: https://monosnap.com/file/zGjPjrrKUVlu7KyD1zVgBl30k4NK0r
I’ve blurred your domain as you haven’t put it above but I’m testing on the site connected to your license key.
Can you send me temp login details so I can test a valid request and see what happens then? If so, use this form:
https://eventespresso.com/send-login-details/
|
|
djgore
|
March 1, 2022 at 11:17 am
Temp login has been sent. Thanks so much.
|
|
Tony
|
March 1, 2022 at 11:20 am
Ok, so I tested this credentials and could log into the site without issue.
So, just to confirm, it’s this app you are using, correct?
https://play.google.com/store/apps/details?id=com.eventespressohd.android
What value are you setting in the ‘Website URL’ field?
(you can mark your reply private so only EE staff can view it if preferred)
|
|
djgore
|
March 1, 2022 at 11:35 am
This reply has been marked as private.
|
|
Tony
|
March 1, 2022 at 11:42 am
Very odd, which device?
Just tested using the above in the field and again it’s all working fine. (I didn’t have https:// or the trailing slash at the end as I leave the app to figure out the protocol to use).
|
|
djgore
|
March 1, 2022 at 11:48 am
This reply has been marked as private.
|
|
djgore
|
March 1, 2022 at 5:48 pm
Hi Tony, we also tried just the domain name . com (without the https:// or trailing slash) and unfortunately we are getting the same error. Your help so far is very appreciated. We have a large event coming up by the end of this week, so I’m hoping to get this resolved very soon.
|
|
djgore
|
March 2, 2022 at 10:28 am
Hello,
Just following up on this issue. What should our next step be?
|
|
Tony
|
March 8, 2022 at 7:13 am
Hi there,
My apologies for the delayed reply but I’ve been digging into this.
It’s really difficult to troubleshoot this without the device in hand but is that device still running Android 5.1 (lollypop)?
If you open a browser on the device and navigate to the site, does it load?
Try navigating to {domain}/wp-json/, again does that load?
I’m wondering if the root certificates used within Lollypop are now expired and so the SSL certs in use on your site no longer validate, causing the connection to fail (which would explain why the logs show no additional info when testing that device).
Side note – Google officially dropped support for Lollipop a while ago now, the final release as 5.1.1 on April 21, 2015.
|
