Troubleshooting Connection Issues

Having trouble connecting to SAP Analytics Cloud or your live data sources from the mobile app? As an administrator, learn how to troubleshoot common connection issues.

This topic is for administrators supporting mobile app users on SAP Analytics Cloud. A number of factors can prevent logging onto SAP Analytics Cloud or your live data sources from the mobile app. Common issues include:
  • Accessing an untrusted (insecure) server URL.
  • The user session expired.
  • The version of the mobile app on the device is out-of-date.
Depending on the error, there are different steps you can take to resolve your user's connection issue:
Error What to Check
Failed to connect to SAP Analytics Cloud
  1. It could be that the app is not Authorized with tenant. To remedy this you will need to add OAuth client configuration in the SAC tenant.
An SSL error has occurred and a a secure connection to the server cannot be made.
  • Can occur when logging on to SAP Analytics Cloud.
  • Can occur when accessing a live data source.
  1. Is the user using cellular data or Wi-Fi on their device?
    • Check that user's cellular connection works for other apps on the device and the SAP Analytics Cloud app.
    • Check that user's Wi-Fi connection works for other apps on the device and the SAP Analytics Cloud app.
    • If the cellular connection works for but Wi-Fi does not, check if your IT Wi-Fi infrastructure has restrictions or is blocking app usage.
  2. Are you using a reverse proxy server or VPN to relay requests from the mobile app to SAP Analytics Cloud?

    • Both the iOS and Android mobile apps can only connect to URLs that are trusted connections. A trusted SSL certificate must be installed on the server (such as the reverse proxy server). Self-signed or untrusted SSL certificates are not supported.

    • To diagnose the iOS app, on a Mac terminal, run the command nscurl --ats-diagnostics <server url>. Confirm that the ATS Default Connection result is PASS.
The server only supports a secure connection

  • Ensure that the server URL confirms to the https protocol.
It seems your profile is not configured to use this system. This message is displayed when a user’s account has not been created on the SAP Analytics cloud.
The resource could not be loaded because the App Transport Security policy requires the use of a secure connection.
  • Can occur when logging on to SAP Analytics Cloud.
  • Can occur when accessing a live data source.
  1. Are you using a reverse proxy server or VPN to relay requests from the mobile app to SAP Analytics Cloud?
User session expired.
  • Can occur when logging on to SAP Analytics Cloud.
Note
You are given the option to login again.
  1. The SAP Analytics Cloud system your mobile app connects to may not be running, or may be getting updated.

    • Try opening SAP Analytics Cloud in a web browser and check that the user can log on to the web application successfully.

  2. For Android, go to Chrome Settings on the Android device and tap Clear History and Website Data. Try to log on again to the mobile app.
  3. Has the user changed their user name or password recently? If so they may need to re-logon to the mobile app.

    • Try opening SAP Analytics Cloud in a web browser and check that the user can log on to the web application successfully.

    • (For iOS) Go to Start of the navigation pathSettings Next navigation step SafariEnd of the navigation path on the users's iOS device and tap Clear History and Website Data. Have the user try logging on again to the mobile app.
Authorization Rejected
  • Can occur when logging on to SAP Analytics Cloud.
  1. Has the user account been disabled or deleted from the SAP Analytics Cloud system?
    • Re-enable or re-create the user account on SAP Analytics Cloud.
  2. Has the user's access or refresh token from your IdP expired?
    • Have the user logon again.
  3. Has the user's access or refresh tokens from your IdP been revoked?
    • Check with your IdP administrator.
This version of SAC server is not supported by Android application. Please update the server. The Android app will only work with SAP Analytics Cloud server version 2020.3 or newer.
When logging in to the Android app, the Authorize page is displayed.
  1. User can manually logout from the IDP page.
  2. Clear the chrome browser cache explicitly to login with a different user account.
App not authorized
  • Can occur when logging on to SAP Analytics Cloud.

The mobile app version is out-of-date and not supported with your current version of the SAP Analytics Cloud web application.

Update the mobile app to the latest version and have the user try logging on again.
When trying to connect to SAP Analytics Cloud via a reverse proxy server URL, your user ends up at a different website or IdP. Check that both the following URLs on your reverse proxy server are mapped to your SAP Analytics Cloud system:
  • https://<reverseproxyserver>/ (default reverse proxy URL)
  • https://<reverseproxyserver>/oauth