SN Agent Mobile Not Loading for Single User

[ColK]

We have a custom application set up with Agent Mobile, and only 1 specific role is needed to access the custom application. I have confirmed that other users are able to access the app, and they see the applet launchers properly, but 1 user is unable to see the applet launchers from the custom application, and can only see the notification and settings launchers. The user definitely has the specific role needed to access the application, and he is able to view the launchers in our development instance, but not in our production instance. We've also tried using a different phone, but he is unable to see the applet launchers in the custom app (in prod). Has anyone else had this issue?

[Logan Poynter · Accepted solution]

Hello ColK,

There has to exist a difference between environments for the user's profile if Dev works and Prod does not because what you're describing is an ACL issue. Remember that user/groups/roles are not carried over in update sets, so I would double-check there is a 1:1 match between environments for the user in question. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[ColK]

I'm still trying to figure out what exactly went wrong, but the good news is the user is no longer affected. The only difference was the company field was empty in dev, and filled in prod. Setting it to empty in prod resolved the issue.

[Logan Poynter]

Hello ColK,

Glad to hear you were able to resolve it! I'd investigate any ACLs surrounding the company field if that was the only difference. Also cross-reference any users who have a filled-in value and not experiencing the same issue if they exist and work back from there (e.g. One user has Company A and can't view but another has Company B and can view, see what specifically relates to Company A)

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Rachel55]

I am seeing this same issue when signing in as any user, including a user with admin role.  The launcher tabs are visible in sandbox instance, but not in test instance.  They are showing in mobile app builder on the navagation bar, but not when actually signing into Mobile Agent.  Only notification and settings show up.