If you are getting the error mentioned in this article, when you attempt to log in to the Access Evo Mobile App (for FocalPoint) then please follow the below troubleshooting steps:
Log in to your main FocalPoint (Desktop) app and ensure you have all the correct access to modules you would expect to be using in the Access Evo Mobile Application
Try logging on to the FocalPoint Mobile web harness and see if you can successfully log in without error. In a web browser you need to enter your normal FocalPoint website address, followed by /fpmobile
When you browse to the website address it will launch you into the FocalPoint Mobile web harness, emulating the login from the Access Evo App.
Simply remove the bit after FocalPointApplication and replace with /fpmobile
For example if your website address for FocalPoint was https://FocalPointWebsite/FocalPointApplication/Logon/Logon.aspx?
If you can log in successfully via this web harness test, then the problem may be related to your Access Evo Account or further more it may be related to some bespoke or other unique setting on your FocalPoint Database. To resolve this please raise a new case online and reference the title of this article and please include what you have tried so far.
Can you log in via the Access Evo App without error from another mobile device?
If Yes; then from your mobile device try the following:
If an Android:
Delete the Google Chrome Cache (or your default browser on the device)
Clear the App data from the Access Evo App from the Settings on the device
If an iPhone:
Delete the Safari Cache (or your default browser on the device)
Uninstall and Reinstall the Access Evo App from the Apple iStore
If this does not resolve your problem on the device please raise a new case online and reference the title of this article and please include what you have tried so far.
If you are unable to log in from another device, again please raise a new case online and reference the title of this article and please include what you have tried so far.
For the next troubleshooting steps you will need:
FocalPoint Administrator
An Administrator account in order to access certain menus in FocalPoint Administrator
Log on to the Database in FocalPoint Administrator
Click System Control, Security Profiles, select the Profile the person having the problem is in and click Members
On the Members list (the left hand side) select the user having the problem and click the Contact tab
The Email Address here should be the same as the Access Evo User Email Address
Next, click the Details tab
Look for a value in the Menu Template drop-down. If this is not equal to <None> then it means the individual has a custom Menu Template assigned to their record.
Amend the Menu Template from the other value to <None>, click OK
Retry logging on via the workspace app.
If successfully logged in then the problem was something to do with the Menu Template assignment. It is most likely caused by a discrepancy between what the Menu Template allows the user to see in the main desktop app vs what the Security Profile Security Permissions grant within the FocalPoint application.
If you are still having issues logging in or the Menu Template and Email Address is either <None> (Menu Template) or the Email Address is the same as the Access Evo user, then please raise a new case online and reference the title of this article and please include what you have tried so far.
As well as the Email Address being the same as the Access Evo User, the user must also be linked as an aCloud user within the FocalPoint Database. Again to check this you will need FocalPoint Administrator:
Check the user in question has the aCloud tick and if not Edit and tick them.
Here you will see all your FocalPoint Users, those who are enabled and not enabled.
Click System Control, Users
Log on to the Database in FocalPoint Administrator
If the user is aCloud ticked, has an Email same as Access Evo, has no Menu Template and is still getting the error on logging on to the App, then please raise a new case online and reference the title of this article and please include what you have tried so far.