Broadcast Resolution: Agentry iOS version 6.0.38.2 user transmit again it hangs "Logging user into server"

[mark_pe]

All Agentry iOS users,

As a proactive effort by SAP to make it known to our beloved customers, we are adding important notes on an issue and the available fix for Agentry users/designers for one of the fastest growing mobility tools in SAP (Agentry). We thank all customers who have forwarded this issue to us for us to take action on it.

There was an identified bug that was experienced by multiple users who downloaded or upgraded their Agentry iOS/iPAD client to Agentry 6.0.38.2 (From Apple iTunes).

This is a known issue and it is fixed in the next release that will be given to Apple iTunes to be made available to all in a few weeks however there are known work around as well.

The symptoms and resolution as documented are available under the KBA article # 1970432 - After Logging out of the Agentry Client then the user transmit again it hangs "Logging user into server" - Agentry 6.0.38 (iOS, iPAD and Android).

http://service.sap.com/sap/support/notes/1970432 

The contents of the article is also pasted herein for review.

~~~~~~ KBA 1970432~~~~~~~

Symptom

• Users share the devices in a multi-shift environment and during hand off, the other users cannot log in and make a connection to the server
• Logging out using the Agentry client (iOS - iPAD) and the user subsequently log back in, the transmit hangs and does not make any connection to the server - "Logging user into server"

Environment

• Agentry Server 6.0.22
• Agentry Client 6.0.38.2
• SAP Work Manager for Maximo 7.5.2 (may exist in other application)

Reproducing the Issue

Reproduction # 1:

1. Login to an Agentry Application server (ex: Work Manager) and perform some updates to download work orders.
2. Return to the Module screen and select Log Out.
3. Start The Agentry client again (iOS or Android).
4. Enter the same user credentials to log back in.
5. Click Transmit Button from any screen.
6. The transmit screen hangs on "Logging user into server" and never connects to the server.
7. The server logs indicate that the request never gets to the server.
8. This happens every time a user logs out and is independent of network.

Reproduction # 2:

1. Same 8 steps as listed in Reproduction #1.
2. Turn off the Agentry Server.
3. This should expect an Error 14 (no connectivity - KBA # 1814081) but it shows "Logging user into server" and never connect to the server.

Reproduction # 3:

1. Same 8 steps as listed in Reproduction #1.
2. Upgraded the Agentry server from 6.0.22 to 6.0.38.
3. Same issue "Logging user into server".

Cause

This is an identified Agentry core defect on security wherein when the users are logging with the wrong password twice, it does not work. The problem as described are the following (AGS-1211 and AG-27325):

1. When the user try for the first time to login with a wrong password the application gives an error - this is correct.

2. The second time the user connects with the server it is stuck at "Loggin user into server..".

3. After resetting application, it connects to server.

The test above shows a failure in the core Agentry code. This means that the Agentry 6.0.38 release has an open bug that needs to be fixed (Core code related to this issue).

Resolution

There are 3 known workarounds or fixes:

1. Restart the iPAD/Android client - workaround # 1.
2. For iOS/iPAD client, use the Multitask bar and select and remove Agentry and relogin - workaround # 2.
3. For iOS/Android client, download from the iTunes/Appstore the Agentry version 6.0.38.3/6.0.38.4 that has the fix (target iTunes general availability mid February 2014).

Extra notes on Multitask bar for iOS:

Read this external article (referenced herein):

Multi-tasking on your IPAD a quick guide

~~~Selected snippet from the article/link above that will help explain the workaround #2:~~~~~~

The iOS keeps a running tally of recently-used apps for you and displays them in the Multitask Bar. To bring it up, just double-tap the iPad's home button as you do on the iPhone..

Quitting Apps

First, call up the Multitask Bar. Next, press-and-hold on an icon to enter "jiggle mode." Each icon presents a small, white "-" on a red field on its upper left-hand corner. Press it to remove that app from the list and terminate it (if it was running). Note that when you do this, you won't find that app in its previous state the next time it's launched. Why would you want to do this? I've found that it sometimes fixes misbehaving apps.

Otherwise, apps pick up where you left off the last time you used them. While waiting for you to return, those apps are suspended, living in a saved state for immediate return to the screen you were on when you switched to another app. If your iOS device runs out of memory, suspended apps that haven't been used in a while are purged from their suspended state.

~~~~~~end selected snippet from the link above~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Keywords

• Agentry 6.0.38
• iOS iPAD Agentry Client
• "Logging user into server"

~~~~~~~~End KBA~~~~~~~~~~~~~

Regards,

Mark Pe

Senior Support Engineer

Please pass on to people who are in production or development using Agentry iOS as this could significantly impact them during deployment or demoing to customers especially if they have a newer Agentry client that they have downloaded from the iTunes store (pre-Agentry 6.0.38.3).

[Former Member]

Hi Mark,

Thank you very much. This is great news. Wonderful, my customer would be more than happy to know this, especially for the end users.

By the way was this fix a part of 6.0.38.2 or 6.0.38.4, I tried this morning on .2 and it did not work and again .4 was released, it worked.

Regards,

Syed Kazim

[Former Member]

Yes the fix Mark talked about is in 6.0.38.4.  The version that is on the App Store.

[mark_pe]

Syed,

The fix was created in 6.0.38.3. We in SAP internally use a numbering convention for Agentry and the products. The last number ex: 6.0.38.X where X is even is a general availability release while if X is odd it is an engineering release. The Apple general release is 6.0.38.4 but sometimes some customer can get an engineering release and this is normally indicated by an odd number.

In essence, you always want the even number because it is the general release (extra items merged in it) versus the odd release. If a customer has an odd release this means that a particular fix was given to them for their custom environment or it is a hot patch.

Hope this helps.

Regards,

Mark Pe

Senior Product Support Engineer