We have a self-hosted instance where I am trying to install our app on mobile, but I keep getting an error. I can get the QR code or app code, scan/enter it on the phone, but then clicking to install results in “Unknown failure during app install” every time.
Initially the app code was failing to populate, but our admin fixed the Bitly token to resolve that (the app code displays properly now). I have tried clearing user data, clearing app data, uninstall/reinstall, and restarting the device. Our HQ-hosted apps are installing and working normally on this phone.
I tried an offline installation too. At first it didn't want to create the .ccz file because of missing multimedia references, so I fixed those. After that, it actually completed the install...but when I try to log in it tells me there was an error due to bad network connectivity (the network is otherwise working fine).
Following up here to say that we noticed it works when the mobile device is connected to a hotspot, but not when it's connected to wifi (confirmed via testing by 3 different team members all on different networks and devices). Does anyone know what the distinction could be behind the scenes?
we noticed it works when the mobile device is connected to a hotspot, but not when it's connected to wifi
That's a useful data point - I wonder if something on your network might be blocking the traffic as suspicious. Can the phones access your local instance from their browser? What about laptops on the same network? Both would be useful diagnostic steps. Does your self-hosted instance have a proper SSL certificate? Assuming this is an office WiFi network, is there maybe some kind of firewall that could be catching it? If so, there might be logs with more details. Is there a network administrator who might be able to help debug? Another thing to check is the server logs - that could tell you whether the request ever makes it to the server.
