Hi Mike,

Firstly, its has "login" text twice when opening the app

Regarding this issue seems like you edited the description for login page, you can see the attachment below where you could revert back the the text. But you will need to rebuild you app

Secondly some users report that when trying to sign in that it says "Unable to connect to server" but they can access the website normally

Hmm that is odd, I've tested your latest build from Titan Package, Saturn Packager and the link you've provided.

I am able to login to all the apps with the credentials you've provided with no issue.

Is the issue consistent for specific users?
For example does the user in your attachment hit the same error every-time they try to login or just occasionally?
Because the issue could have been user specific rather than an issue with the site it self.

regards,
Hasif

Hi Hasif,

the specific user uses a Huawei P40 and its every time she tries to login. Other users seem to be though.

Hi Mike,

Huawei P40 should have no issue logging into the native app since it is using android 10.
Unless the device itself have something that running under the hood that causing this issue,

As the admin of the site could you temporarily login to the native app using her account with your device?

OR

does she have any other android devices she could test the login on?

This is just to confirm if this issue is hardware related or if it is account related.

I could also help with the testing but the user will have to disclose her credentials.

Before proceeding I suggest for her to change to a dummy password first and change it ASAP after we tested it.


I'll also have a look at your Joomla backend to see if something is off for the user, just to confirm is cindy.ann.ogden@gmail.com the user that having the issue?

regards,
Hasif

Hi Hasif, ok it seems to be a Huawei problem, another person with a Nova 9SE also says cant connect to server.

with a different account, also tried on my account and same problem. Its definitely Huawei related.

Hi Mike,

It seems like these two models of Huawei devices doesn't support google services very well, since they have their very own service provider.

ES Native utilizes several google services such as google ads and login.
This explains why they are unable to login to the site via the Native App.

ES Native is not alone in this issue, seems like there are other app that faces similar issue your may have a look at the listed app from this article

https://www.whistleout.com.au/MobilePhones/Guides/Which-apps-work-on-Huawei-smartphones

In addition we haven't properly tested ES Native with Huawei (non-google) phone, since generally we usually tested the app whether it can run on Android and iOS instead.

For us to ensure the app can also run Huawei (non-google) devices will requires quite some time, as we need to look into the necessary changes that is required to adhere to their device's requirement.

Hope this helps,

regards,
Hasif