1. Mobile
  2. OpenAir Mobile References
  3. OpenAir Mobile Troubleshooting

OpenAir Mobile Troubleshooting

This section describes common problems and their solutions. If the solutions below or your account administrator cannot resolve the problem, contact OpenAir Customer Support. See Contacting OpenAir Customer Support.

OpenAir Mobile is installed on my iPhone but the “Go to Store and install OpenAir Mobile” screen keeps showing

OpenAir Mobile should launch automatically after you sign in and launch the OpenAir web application using identity provider initiated single sign-on if OpenAir Mobile 3.0 or later is installed and OpenAir Mobile is your preferred application. See Setting Your Preferred Application.

A known limitation on iOS devices takes into account your previous interactions with the web application and prevents the native application from launching in some cases. OpenAir Mobile fails to launch and the Go to Store and install OpenAir Mobile appears instead after you sign in to the OpenAir web application using IdP-initiated single sign-on. You can force OpenAir Mobile to open.

Sign in with IdPSSO

To open OpenAir Mobile when it fails to open automatically after sign in:

  1. In the Go to Store and install OpenAir Mobile screen, tap the troubleshooting page link. The troubleshooting page appears.

  2. Tap Renew SSO session token. This will renew the single sign-on session token and give you 5 minutes to open OpenAir Mobile.

    Troubleshooting sign-in with IdPSSO

  3. Press-and-hold the Press-and-hold button on the troubleshooting page. A context menu appears.

    Contextual menu for sign-in to OpenAir Mobile with IdPSSO

  4. Tap Open in “OpenAir”. OpenAir Mobile should open.

  5. If OpenAir Mobile does not open, follow the additional steps described on the troubleshooting page.

  6. If you are still having difficulties opening OpenAir Mobile, contact OpenAir Customer Support. See Contacting OpenAir Customer Support

Contacting OpenAir Customer Support

If you are having trouble exchanging data using OpenAir Mobile, ensure your administrator has enabled the relevant OpenAir Mobile access for your account. If problems persist or you would like additional information, please create a support case and submit it through your OpenAir account.

To create a support case:

  1. Sign in to your OpenAir account and select Support from the User Center menu.

  2. Click on the Go to SuiteAnswers button.

  3. From the SuiteAnswers site home page, click Contact Support Online.

  4. Enter your question keywords and click Search.

    Note:

    If you do not have a question (if you want to contact OpenAir Customer Support to enable a feature, for example), click Search.

  5. The search results often include an answer to your question. If you still want to create a support case click Continue to Create Case.

  6. Fill out the Create Case form and then click the Submit. You will receive an email confirmation with Your OpenAir Customer Care #.

    Note:

    An asterisk * appears after required fields.

Our Support staff and engineers will work with you to find a solution to your problem.

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