EcoStruxure IT app requires continuous login on S22 Smartphone

[MarioBarolo]

Hello team,
I have a customer reporting that their on‑call smartphone, which has the EcoStruxure IT app installed, keeps requiring them to log in repeatedly. The session doesn’t stay active, and the user is forced to re-enter their credentials each time.
The smartphone is a Samsung S22 running Android 16. I’m attaching some screenshots the customer shared with me. The app’s version shown in the screenshots corresponds to the second‑latest release, but the customer has already tried installing the newest version available on the Play Store, with no improvement.
Do you have any suggestions?

[tashi.wangdi]

Hi Barolo

Could you share the details of the organization and the user that is facing the issue?
You can send the details to tashi.wangdi@se.com. 
I have a S23 Samsung device that I am trying to reproduce the issue. I had to login once a day ago and it has kept me logged in so far. When the app is killed or is in background and I open the app, it logs me in wihtout asking for credentials. 
Does the user's device have any kind of lock screen with pasword or pin protection?

Regards

Tashi

[tashi.wangdi]

The S23 Samsung device that I have has Android 16 and the Ecostruxure IT app as the version 4.5.0b3261.

[MarioBarolo]

Hi Tashi, and thank you for your feedback. I'm sharing the information via email, as you requested.
Of the various registered users, only one is experiencing the problem. I couldn't reproduce the problem on my Samsung A52.
The customer told me that the Samsung S22 has no security locks, neither PIN nor password, nor any patterns on the display for user access.

[tashi.wangdi · Accepted solution]

The device needs to have a some kind of security lock(PIN, Pattern or Password) for them to be able to silently login into the app. This needs to be added to our helpcenter documentation if its not there already.