End User issue Uploading Photos

[breeivermo]

End users are having issues with taking a photo within the Service Now Agent app. It is not every user, we have 3 so far, all are on different iOS devices. I have an iOS device myself and I am able to successfully take a photo when logged in as the users having issues.

They are able to upload photos from their library, but when they attempt to take a photo to attach to their survey, they get the error below. We have done basic troubleshooting as well as mirrored exactly to accounts that are functioning properly. 

Has anyone encountered this issue before and successfully found a fix? 

-Uninstall/Reinstall

-Tried from other devices and it works 

-Used via both WiFi/Cellular

-Device and App is most up to date version

-Mirrored accounts that actively allow taking photos with no error

[lsth]

We're having the same issue. A quick fix was reinstalling the app again, however not an ideal fix and obviously hard to reach all the affected users.

[J_r_my1]

We have the same issue, but it's limited it to user that have iPhone did you find a way to fix it ?

[lsth]

Unfortunately no. We have a case open with ServiceNow and this was the response:

Upon further troubleshooting, we were able to validate and reproduce the issue in our out-of-the-box (OOB) environment. Our investigation confirmed that this behavior is reproducible only on iOS devices.

We also identified an existing known defect for the same use case. Accordingly, a Problem (PRB2054264) has been logged, and it is currently under investigation by our internal team. This PRB record is now attached to this ticket for your reference.