Archer IRM Mobile Troubleshooting

 

Problem

Solution

On Archer versions prior to 6.9, in the Archer Control Panel, you do not see the Feature toggle section to enable mobile.

Enable the following feature flag in ArcherTech.ControlPanel.exe.config:

<add key="showFeatureFlaggingFunctionality" value="true" />

You do not see the mobile ready flag in the Application Builder.

Check both of the following in the Archer Control Panel:

  • Ensure that the mobile feature is selected.
  • If it is a multihost environment, restart config service and IIS in all web servers.

When logging in, you see the message "Mobile feature is not enabled for your instance. Please contact your administrator."

Check both of the following in the Archer Control Panel:

  • Ensure that the mobile feature is selected.
  • If it is a multihost environment, restart config service and IIS in all web servers.

You do not see the Mobile Layout Builder in Archer.

In the Application Builder, ensure that the Mobile Ready flag is selected.

For more information, see Configuring Archer for the Archer IRM Mobile App.

You receive the error message "An unexpected error occurred. Contact your administrator."

The mobile layout may not have been configured for that record.

For more information, see Configuring Archer for the Archer IRM Mobile App.

You are unable to log back into Archer IRM Mobile.

Your password may have expired. Passwords cannot be reset using Archer IRM Mobile. Reset your password in Archer.

You are unable to move onto the next workflow stage.

For example, you want to reassign stakeholders, but are taken back to the Task List page.

In Archer IRM Mobile 1.3, workflow actions can only be done once. The user is redirected to the Task List page once that action has been completed. For the next workflow stage, the task should be enabled by the Administrator in the Advanced Workflow builder.

DDEs are triggered for various fields on Archer, but not on Archer IRM Mobile.

If a DDE condition contains any field as a rule or condition that is not supported on Archer IRM Mobile, the DDE action does not trigger in Archer IRM Mobile.

You cannot find a field that is supported on Archer IRM Mobile.

The field may not have been added to the mobile layout.

You are receiving errors on mandatory fields, but cannot find the field in Archer IRM Mobile.

1 or both of the following may be applicable:

  • The field may not be supported in Archer IRM Mobile.
  • The field may not have been added to the mobile layout.

You selected "Remember Platform Details", but the details were not saved.

You may have logged out of the app. When logging out of Archer IRM Mobile, all saved details are cleared.

You completed an action using Archer IRM Mobile, but are unsure if the action was successful.

In Archer IRM Mobile 1.3, you cannot view the current status of a running workflow action. If the task fails, it reappears in your task list. To check the status of an action, use Archer.

You cannot find the QR code under your user profile page.

Check both of the following in the Archer Control Panel:

  • Ensure that the mobile feature is selected.
  • If it is a multihost environment, restart config service and IIS in all web servers.

When scanning the QR code, you see a black box and nothing happens.

Archer IRM Mobile may not have access to the camera.