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Kudo Kingpin
Kudo Kingpin

Unknown error persists indefinitely after dropped connection is restored

I have a mobile app used by a team to receive tasks from a dispatcher on iPhone 7 devices. If the cellular/wifi connection is interrupted during any data operation, once the connection is restored, every subsequent attempt to do any operation (i.e. refresh) results in the helpful "An unknown error occurred" message. There is nothing the user can do to correct this once in this state except to close the app and reopen it. This state is permanent and the app is broken until closed and reopened.


If the connection is lost while the app is idle (not performing a refresh or other data operation) the interrupted connection does not put the app into this state... only if the connection is lost during a data operation. This can be easily repeated on a variety of apps by hitting refresh and then turning on airplane mode before the refresh completes.


With an auto refresh occurring and team members moving about a large building with varying degrees of connectivity, this happens frequently enough to be extremely disruptive and problematic. I understand that the data operation cannot complete if the connection is interrupted but the expectation is that once the connection is available again, the app would resume behaving normally. I also already have my data operations checking for connectivity before executing so this is occurring when the connection is lost during an operation (like a patch, refresh, etc.).


Tested and reproduced on iPhone 7 and Android Pixel devices using multiple apps.


Can anyone help... Is there anything that can be done to allow an app to gracefully restore connectivity if lost in this way?


Accepted Solutions

I can confirm that the fix is effective on our fleet of iPhone 7 devices. We now see the "No Internet" and "Reconnected" messages at the bottom of the screen and the app no longer freezes up when connection is restored.



View solution in original post


Hi @PhilD,


I work in the Product Group, and we are looking into why you may be experiencing these issues. Could you please provide us with a session Id (on the home page of the app, click on the 3 horizontal lines to pull up the left panel > click on "Session details") for when this scenario occurs? This will allow us to take a look at the telemetry to see what may be going on.




Kudo Kingpin
Kudo Kingpin

Thank you. Here is the session ID from the mobile app after this occurred. I had to close the app to get back to the page to get the session ID so I hope this is what you need. I appreciate your help.

Session ID: 00d74e63-fc1a-4569-b2c3-a23947ecadce

Hi Phil,



Apologies for the delay in response and the difficulties you've been experiencing. We have identified the root cause of this issue and will roll out a fix for it as soon as possible. I will update you as soon as I know exactly when this fix will be out (update will likely come out late tomorrow morning or early afternoon). Again, I apologize for the inconvenience you've experienced, and we are working quickly to fix this.




This is fantastic news, thanks!

Any update on this situation? We can't really move forward with larger-scale testing until this is resolved somehow.

Thanks for your help.

Hi Phil,

We are working hard to deploy the fix out to all mobile platforms. I will update when the fix is out. Thank you for your patience! 

Okay, thank you for the update!

This should be completely rolled out in Android now. However, it is not rolled out in iOS yet.



Is the expectation that this is fixed in iOS as well now? I haven't heard any updates after the Android related update your provided.

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