Zendesk mobile app keeps logging me out

Hi Lior, 

Will from the mobile apps team here. We have tested the mobile app extensively with iOS 15 but did not encounter the same behaviour that you've experienced. We're going to keep an eye on this and do some more testing to make sure that the app is behaving as expected. 

If anyone else has encountered this issue, please post a comment as it will help us to understand if this is an isolated incident or more widespread. 

Thanks! 

Hi Will,

I did another test with my iPad, operating system iPad OS 15 and Zendesk app version is 2.12.1 - and here too I am required to sign in after an unspecified time ...

As I mentioned we uses Azure Active Directory single sign-on (SSO) integration with Zendesk (use MFA)
Do you know of anything that could be related to AZURE?

Thanks!

Hi Lior, 

Could you update your iPad Zendesk Support app version to 2.15 and try again? 

We have no other reports of issues with SSO at present. Could you reach out to your Azure provider as well to make sure there is no issues on their side? 

Thanks and keep us updated.

Will

Hi, I'm experiencing the same problem after updating to iOS15 on iPhone 12 pro. Zendesk app version 2.15.0. 

Not sure how long it needs to be idle but when it signs out you're then prompted to re-enter the domain and credentials again. 

I missed the notification for a critical incident due to this as I heavily rely on the mobile app when working outside of standard business hours.

FYI our authentication is not setup with SSO.

Thanks,

Isi

Hey @Isi Kioa,

I hope you are doing well and taking care of yourself! Thank you for bringing this to our attention. I just wanted to let you know that I will be raising a ticket on your behalf and working with you on it. Please keep an eye out for my email as I have some questions I'm hoping you can help answer to better isolate this issue. Thanks mate! 

Hello Will,

Hello Russell Chee,

It seems that the problem is not only with me and there are other users with the same Issue.

Please your urgent help! I missed the notification for a critical incident due this issue.

Thanks

Hey Lior,
Thanks for reaching out on this community post, it's much appreciated.
I can see that you have created a chat/ticket with one of our Advocates in Zendesk. Could I please ask you reach out on the ticket for continuity purposes so we can easily keep track of things? Let us know if you need anything else for the time being and we'll do our best to help!

Hi Russell Chee,

for sure. Awaiting for your response in ticket,

Thanks.

Hi, same problem here.  Support version 2.15.0.  Repeatedly logs out automatically since upgrading to iOS 15.  Thanks.

Hi, is there any update on this issue?

Hello Jeff,

Did the new update is released? I do not see it in the App Store...

Hello Jeff,

Thanks for the reply.

The problem got worse after I upgrade to IOS 15.0.1 ,  Now its logging me out Every two hours!

Hey Lior,

Our Mobile Apps team have confirmed that v2.15.1 of the Support app for iOS has been released and is now available in the Apple App Store. Can you kindly update your app and see if it fixes the log out issues?

Best,
Jeff Carpio | Technical Support Engineer
NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

Hello Jeff,

I installed the new App version 2.15.1 and after I enter my user name and password I can't see the  tickets I get an error message - "An error has occurred."

Now the app does not work at all ....

Regards,

Hi Lior,

I have replied to the ticket that you have with us. Thank you so much for your report and we will keep you posted.

Best,
Jeff Carpio | Technical Support Engineer
NEW! - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

Hi, there is still an issue with the latest release 2.15.1 and iOS 15.0.1 whereby the app is logging itself out after an indefinite time (I can frequently replicate it after opening the app the following day).

The notifications are also not working which was the case in the 2.15.0 version whereby notifications still appear against the app icon even though I've checked all notifications within the mobile app (multiple times).

Can this please be rectified asap so I can reliably utilise the app to support out of business hours incident response?

Thanks

Same thing has been happening to be recently. Sometimes I get logged out multiple times in the same day. This is not limited to SSO. I have tried logging on with my regular username/password as well and it still does thing same thing.

Using 2.15.1 on iOS 15.0.1

Hi Isi and Nate,

Our Mobile apps team are actively working to solve this issue. We are now waiting for an update regarding a fix. We will keep you posted and we appreciate your patience on this matter.

Any update? This is a serious issue for many of our support techs.

Hi Jonathan, thank you for your message. Our team have been testing a fix over the weekend and have submitted it to the app store for approval. 

We are expecting the approval to be granted by end of day Tuesday the 19th October and the release will then be made available for all users from the app store. 

We will let you know if that changes in this thread.

Thanks,

Will 

Thanks for the info Will. I am having the same problem, getting logged very often.