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Connection issues are often a matter symptoms of network problem, either it's the transport layer (and thus the mobile operator's data configuration) or the application layer (meaning some misconfiguration of the account or some error in the server's network). So we start examining the User's network. First we have to check if the device can connect to the Internet: we open the device's browser and visit a popular web site (your choice, but let's say "google.com"). If the site is not reachable, then you can close the incident as "Not an issue" and tell the user to solve the issue with his(her) provider. If instead the internet connection is available, then check the client connection status.
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In case of Self-Registration (Professional Edition) or Automatic Activation (Enterprise Edition) the customer can't read the application settings and they must be checked on the server side. Plus in these in the file "settings.xml" that is sent along with the encrypted logs. Please note that in the mentioned cases the configuration error unlikely occursis unlike to occur. |
If the Configuration of the Application is somehow wrong, we can try to fix it and test if the User can connect to the PrivateServer correctly. If the connection works fine, then we close the Incident, else we need to check that the PrivateGSM configurations are correct and that the User's account is actually present on the PrivateServer if it seems to be something wrong, try to fix the configurations and eventually close the incident.
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