Troubleshooting: 'Device Appears to Be Rooted and Security Compromised by a Potential Attack' in the Arculix Mobile App

Version Affected: All versions of the Arculix - It's Me mobile app
 
 

Overview

Users may see an error in the Arculix - It's Me mobile app reading "Device appears to be rooted and security is compromised to potential attacks."

Cause

On Android, this warning appears when the root detection security model cannot find the Android Attestation API or any other root detection library. On iOS, the equivalent tests check for jailbreak rather than root -- the tests are the same across devices, with no device-specific rules other than limiting supported OS versions, which may indirectly reflect hardware differences.

Resolution:

Try the following basic troubleshooting steps:

• Confirm the mobile device has internet access.
• Confirm the time on the mobile device is correct.
• Confirm the Arculix - It's Me app installed successfully; if you find an error, try re-installing it from the app store.

If the issue persists, gather the following information and send it to support@secureauth.com to open a ticket:

1. What is the mobile device model?
2. How is the app being installed? (Installing the APK directly? An app store? Which app store?)
3. Can the app be installed, but presents an error when run? If so, what is the error?
4. Can the app run, but certain functions fail?

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.