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Unable to Log In to Platform or Mobile App

Users may suddenly be logged out of the platform or mobile application and may be unable to log in again. This can occur when there is an issue with the SSL configuration affecting secure communication between the application and server.

Example Questions

    • Why are all users being logged out of the platform?
    • Why can't users log in to the mobile application?
    • Users were logged out suddenly. What should we check?
    • Why are multiple client accounts unable to log in at the same time?
    • The app is not allowing users to log in. Is there a server-side issue?
    • Why are existing users unable to authenticate?

Symptoms

  • Multiple users are automatically logged out.
  • Users are unable to log in again.
  • The issue affects multiple client accounts or applications.
  • Users may repeatedly encounter login/authentication failures.
  • The mobile application may stop allowing users to access their accounts.

Information Required

Collect the following information before investigation:

  1. Affected company/account name.
  2. Username(s) affected.
  3. Whether the issue is occurring on the web platform, mobile application, or both.
  4. Approximate time when the issue started.
  5. Screenshot or error message, if available.
  6. Whether the issue is affecting multiple users.

Troubleshooting Steps

  1. Check whether the issue is affecting a single user or multiple users.
  2. Try logging in using another user account to determine the scope of the issue.
  3. Check whether the issue is occurring on both the web platform and mobile application.
  4. If multiple users are affected simultaneously, verify the server-side configuration.
  5. Check the SSL configuration and its validity.
  6. If an SSL-related issue is identified, coordinate with the concerned technical team to correct the configuration.
  7. Once the SSL configuration is fixed, ask the affected users to try logging in again.

Possible Cause

The issue may occur due to an SSL configuration problem, which can affect secure communication between the application and the server and prevent users from logging in.

Resolution

If the issue is confirmed to be related to SSL configuration, the concerned technical team should correct the SSL configuration on the server.

After the configuration is fixed:

  • Ask users to reopen the application/platform.
  • Request them to log in again.
  • Verify that login is working correctly for multiple affected accounts.

Resolution Confirmation

Once the SSL configuration has been corrected, confirm with the client that users are able to log in successfully and that the platform/mobile application is functioning normally.