I'm getting an error message when trying to access NOW Mobile on an Android Device

[Mary Perez]

I am getting the following error message when entering my instance address in Now Mobile on an Android device:   "The instance you are trying to connect to does not support this mobile app.  Contact your administrator."

My instance version was upgraded to Orlando about a month ago and I have installed/enabled all the appropriate plugins for Now Mobile.

[MrMuhammad · Accepted solution]

Hi @Mary Perez,

There could be different possible issues.

1. Make sure you are using the latest and correct app from the app store 'Now Mobile'

2. Make sure the devices you tried to login from supported on prod docs - Supported Devices 

3.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...

4. Raise Hi Ticket and the technical support agent can help you double check to make sure all the basic mobile plugins successfully migrated.

I hope this helps!

Thanks & Regards,

Sharjeel 

[Mary Perez]

Thank you Sharjeel!  The issue is the model of my Android phone not being supported.

Mary

[MrMuhammad]

Hi @Mary,

Ah okay. If this answered your question then please mark my response as correct and helpful so that this thread can be closed and added to answered list for others to reference.

Have a great day 🙂 

Thanks & Regards,

Sharjeel