Help
  • Explore Community
  • Get Started
  • Ask the Community
  • How-To & Best Practices
  • Contact Support
Notifications
Login / Register
Community
Community
Notifications
close
  • Forums
  • Knowledge Center
  • Events & Webinars
  • Ideas
  • Blogs
Help
Help
  • Explore Community
  • Get Started
  • Ask the Community
  • How-To & Best Practices
  • Contact Support
Login / Register
Sustainability
Sustainability

We Value Your Feedback!
Could you please spare a few minutes to share your thoughts on Cloud Connected vs On-Premise Services. Your feedback can help us shape the future of services.
Learn more about the survey or Click here to Launch the survey
Schneider Electric Services Innovation Team!

APP error

EcoStruxure IT forum

Schneider Electric support forum about installation and configuration for DCIM including EcoStruxure IT Expert, IT Advisor, Data Center Expert, and NetBotz

cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results forΒ 
ShowΒ Β onlyΒ  | Search instead forΒ 
Did you mean:Β 
  • Home
  • Schneider Electric Community
  • EcoStruxure IT
  • EcoStruxure IT forum
  • APP error
Options
  • Subscribe to RSS Feed
  • Mark Topic as New
  • Mark Topic as Read
  • Float this Topic for Current User
  • Bookmark
  • Subscribe
  • Mute
  • Printer Friendly Page
Invite a Co-worker
Send a co-worker an invite to the portal.Just enter their email address and we'll connect them to register. After joining, they will belong to the same company.
You have entered an invalid email address. Please re-enter the email address.
This co-worker has already been invited to the Exchange portal. Please invite another co-worker.
Please enter email address
Send Invite Cancel
Invitation Sent
Your invitation was sent.Thanks for sharing Exchange with your co-worker.
Send New Invite Close
Top Experts
User Count
Cory_McDonald
Admiral Cory_McDonald Admiral
124
Jef
Admiral Jef Admiral
109
gsterling
Captain gsterling Captain
71
APC_Steve
Captain APC_Steve Captain
62
View All

Invite a Colleague

Found this content useful? Share it with a Colleague!

Invite a Colleague Invite
Solved Go to Solution
Back to EcoStruxure IT forum
Solved
DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

0 Likes
23
2178
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

APP error

Hi.

 

Starting yesterday evening when I open devices on mobile APP I receive error "Could not retrieve ticket for your device".

All parameter is ok, I tried to reinstalla the app and resete the Struxureware server but I see that all are synconized but app dont work

(CID:132668237)

Labels
  • Labels:
  • IT Expert
Reply

Link copied. Please paste this link to share this article on your social media post.

  • All forum topics
  • Previous Topic
  • Next Topic

Accepted Solutions
DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
2
2178
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Dear Davide Manassi and Support team,

This problem was successfully fixed last night. I checked it today and can confirm that both of the above errors have been resolved πŸ˜€.

Very thanks for the support.

(CID:132669304)

See Answer In Context

Reply

Link copied. Please paste this link to share this article on your social media post.

Replies 23
DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

Dear Davide Manassi,

Please, show a screenshot of your APP error.

With respect.

(CID:132668269)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

 

 

(CID:133368346)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

Dear Davide Manassi,

Please, tap on Incidents button. What yuo see? Then tap on Solved. Again, any error (500) is occured?

With respect.

(CID:133368392)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:07 AM

Yes, I see error 500 on each pages

 

(CID:133368371)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Ok, and the last check, click on the Auth button and show the screenshot, please.

With respect.

(CID:133368350)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:06 AM

I see the same error on it

(CID:133368342)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:39 PM . Last Modified: β€Ž2024-04-04 04:06 AM

I reset the authenticator and now when i click con Auth I receive the code directly on the APP but no ticket error persist

(CID:133368338)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Auth button is very important: you must see there successful authorization as I have on the screenshot in topic :

If this is not the case for you, then you need to correctly authenticate in the mobile app, as it is written in the above mentioned topic.

With respect.

(CID:132668335)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

I reset the app and now I see the "Get One-time code" button and it work, but I receive "could not retrieve ticket" on all device controlled instead

(CID:133368386)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

From your comment:

...but I receive "could not retrieve ticket" on all device controlled instead

This is true absolutely for all your devices: for premium not upgraded and premium upgraded?

With respect.

(CID:133368334)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Yes, for netboz (image that you can see on my first screenshot) I activate premium feature and for other device no, but I receive an all the same error

(CID:133368388)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Another strange things, is that  I can see the alarms occoured, so I see if a devices have some problem.

(CID:133368379)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Ok, then one more question: which gateway do you use (DCE-7.x software or EcoStruxure IT Gateway)?

And one more question: do you currently have active VPN connection on your smartphone?

Sorry for the many questions, but it will help to solve your problem πŸ˜€.

With respect.

(CID:133368330)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Ok no problem. I use DCE-7.4.3.26 (sn. WV17XXXXXXXX) with 25 node license activated and I don't have any VPN active on my smartphone

(CID:133368375)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:40 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Then in the DCE client software you see something like:

So, what is the Status of the connection to the digital service?

With respect.

(CID:133368366)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

(CID:133368360)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

I think that problem is not on my side but in cloud infrastructure, on the app on the smartphone I see correctly the alarm of devices controlled, I also just force syncronization from DCE and deactivate and reactivate the connections.

(CID:133368326)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

I try to create an incident (8875599) but I cannot see it on incident page app, I always see error 500

(CID:133368322)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
0
2177
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Dear klaus jakobsen and Stine Hansen,

 

I confirm: in a EcoStruxure IT mobile app, as well as Davide Manassi, I get:

  • again error 500, which I already reported in topic ;
  • a new error "Could not retrieve a ticket for your device" for all devices (premium and non-premium).

I hope this bug will be fixed.

Very thanks for the support.

(CID:133368355)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

0 Likes
2
2179
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Dear Davide Manassi and Support team,

This problem was successfully fixed last night. I checked it today and can confirm that both of the above errors have been resolved πŸ˜€.

Very thanks for the support.

(CID:132669304)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

In response to DCIM_Support
0 Likes
0
2176
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Hi, good news.

Thanks for best work.

Davide

(CID:132669327)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

In response to DCIM_Support
0 Likes
0
2176
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2024-04-04 04:06 AM

Ok, thanks for the good feedback πŸ˜€.

(CID:132669334)

Reply

Link copied. Please paste this link to share this article on your social media post.

DCIM_Support
Picard DCIM_Support
Picard

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2023-10-20 04:57 AM

0 Likes
0
2176
  • Mark as New
  • Bookmark
  • Subscribe
  • Mute
  • Subscribe to RSS Feed
  • Permalink
  • Print
  • Email to a Friend
  • Report Inappropriate Content

Link copied. Please paste this link to share this article on your social media post.

Posted: β€Ž2020-07-04 08:41 PM . Last Modified: β€Ž2023-10-20 04:57 AM

superhero.png

This question is closed for comments. You're welcome to start a new topic if you have further comments on this issue.

Reply

Link copied. Please paste this link to share this article on your social media post.

To The Top!

Forums

  • APC UPS Data Center Backup Solutions
  • EcoStruxure IT
  • EcoStruxure Geo SCADA Expert
  • Metering & Power Quality
  • Schneider Electric Wiser

Knowledge Center

Events & webinars

Ideas

Blogs

Get Started

  • Ask the Community
  • Community Guidelines
  • Community User Guide
  • How-To & Best Practice
  • Experts Leaderboard
  • Contact Support
Brand-Logo
Subscribing is a smart move!
You can subscribe to this board after you log in or create your free account.
Forum-Icon

Create your free account or log in to subscribe to the board - and gain access to more than 10,000+ support articles along with insights from experts and peers.

Register today for FREE

Register Now

Already have an account? Login

Terms & Conditions Privacy Notice Change your Cookie Settings Β© 2025 Schneider Electric

This is a heading

With achievable small steps, users progress and continually feel satisfaction in task accomplishment.

Usetiful Onboarding Checklist remembers the progress of every user, allowing them to take bite-sized journeys and continue where they left.

of