Knowledge Base

Support Policies

SecureAuth Authenticate Mobile App Blank Screen or SSL Error on Android Devices Only

SecureAuth IdP Version Affected:  All

SecureAuth Authenticate App Version Affected: All

Description:  Authenticate App shows blank gray/white screen after inputting the URL for Enrollment or an SSL connection error . For this specific resolution, the error should only occur on Android devices and not iOS devices.

   or  

 

Cause: The Authenticate App does not allow for sites that are not fully trusted to be used, which results in a blank screen and SSL error. Android devices have different certificate stores than iOS devices, and this issue only seems to occur when there is a load balancer in front of SecureAuth.

Resolution: Add the full certificate chain of your publicly trusted binding certificate in IIS to your Load Balancer's certificate store or certificate manager.

 

Special Considerations:  Please note that SecureAuth would not be able to assist with the actual part of uploading the certificates on your load balancer. This should be done by the team in charge of your load balancer. Also, if you have not already looked double checked that the correct ciphers and TLS settings are in place please take a look at the following document:

https://support.secureauth.com/hc/en-us/articles/115000292492-SSL-Error-on-SecureAuth-Authenticate-Mobile-App-v5-0

If you are still having issues after following the article, feel free to contact us by submitting a ticket or calling our support number.

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.
Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.