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Problem

Logging in to a Confluence instance with Linchpin Mobile is not possible and results in an error.


Cause

There are several causes for this of which many are targeted in a separate Knowledge Base article. If the checklist below does not resolve the issue please see the collection of related articles on the right.

  • Is the Linchpin Mobile App on your mobile device up to date?
  • Is your mobile device connected to the internet?
  • Have you double-checked your input for typos?
  • Are you able to reach the Confluence instance with an ordinary browser (e.g. Safari, Google Chrome, Firefox) with your mobile device by entering the instance's URL?
  • Instead of entering the URL, you can log in to your Confluence instance using a self-generated QR code: Open your user profile in Confluence and navigate to the "Configure mobile access" tab. Generate a new QR code and scan it with the Linchpin Mobile App. Were you able to successfully log in?
  • Is your Confluence running the latest version of the Linchpin Mobile Confluence App with a valid license key?
  • Is your Confluence operated behind a firewall and access is therefore limited (e.g. from the internal company network or via VPN tunnel only)?


Resolution

Depending on the potential cause of this issue try the following options:

  • Update the Linchpin Mobile App on your mobile device to the latest version.
  • Update the Linchpin Mobile Confluence App to the latest version using the Universal Plugin Manager by Atlassian. If you do not have administrator privileges for your Confluence ask your administrator to do so.
  • Connect your mobile device to the internet.
  • Activate the VPN tunnel on your mobile device necessary to reach your Confluence behind the firewall. Alternatively connect your Confluence instance behind the firewall to the Linchpin Mobile Gateway and log in by generating a QR code.






This content was last updated on 05/28/2020.

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