Can't log in with Android app

[Collin Clark]

When the Android app first came out I downloaded to my Samsung GS2. I could never log in, I always received invalid login. I then downloaded it to my Motorola Xoom. Same problem. I thought that maybe the app was a little buggy. A few days ago I got a GS3, downloaded the app, tried logging in and I still get invalid login. My CCO account has an _ and my password has a couple of special characters (but common ones). Any ideas?

[David Dube]

Hi Collin,

When the app tries to authenticate, it check the Communities user database as well as entitlement - the later checks to see if you have a service contract so you can access the manage cases portion of the app.

For users that have been running into this issue, it's typically due to the user account table in Jive having two records (CCOIDs) that share the same email address which is not allowed, and results in an authentication error being sent back to the app.

For instance, if there are two records having the same characters, but one of them is capitalized, you'll get an authentication error within the app. The irony - when logging into Cisco.com or CSC, the CCOID at login is case insensitive, which is why people don't have issues logging into the respective portals.

Can you email me (djdube@cisco.com) your CCOID so I can get some folks to investigate?

Thanks!

Dave Dubé

Sr. Product Mgr, Cisco Services

[David Dube]

Hi Collin,

I just sent you an email directly, but also wanted to follow up here as well.

We found two accounts within the CSC User Account DB where one had your CCOID in all lower case; the other was identical except that it had a couple upper case characters. We deleted the one account that did not have any CSC content associated with it.

You should be able to log into the app now.

For anyone else reading this thread having login/authentication issues, please send me an email with your CCOID that you are using to log into the app, and we'll get everything squared away.

Regards,

Dave Dubé

djdube@cisco.com

Sr. Product Mgr, Cisco Services