Cannot log into Now Agent App after upgrading to Orlando from New York. Error message: "the instance you are trying to connect to does not support this mobile app"
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07-02-2020 11:17 AM
I have installed ServiceNow Agent on my Android mobile. Getting the following error message when I gave instance address and clicked on Save and Login.
Error message: " The instance you are trying to connect to does not support this mobile app. Contact your administrator ".
I have installed the plugin "com.sn_itsm_mobile" on the instance I'm going to configure before I install the ServiceNow Agent on my mobile.
Somebody help me to resolve this issue.
Thank you..
Babu
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Agent Mobile App
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07-02-2020 11:31 AM
Did you also upgrade the mobile app? There are certain releases that must be matched. If you are using an older mobile app, it may not work with a newer instance. Try upgrading the mobile app to the latest version and try again.
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07-02-2020 11:52 AM
Hi Chuck, I am not sure that we can upgrade the mobile app also. But I have configured the same instance successfully on Now Mobile App but I'm getting the issue while configuring the same instance on Agent app.
Please suggest me to resolve this issue.
Thanks
Babu Chokka
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07-02-2020 12:00 PM
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07-28-2020 09:19 AM
Hi Babu,
Were you able to resolve this issue? I would recommend opening up a ticket/case so a technical support agent can take a closer look at your instance.
Possible issues:
1. Make sure you are using the latest and correct app from the app store 'ServiceNow Agent'
2. Make sure the device you are using is supported on prod docs
3. The technical support agent can help you double check to make sure all the basic mobile plugins successfully migrated
4. If you used mobile in Madrid previously, there are additional migration steps you need to take. Read more about it here if this applies to you:
https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/concept/sg-mobile...
Best,
David
