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Reported PTT App issues and Work-arounds

Number of views : 3241
Article Number : KB0018345
Published on : 2020-10-09
Last modified : 2020-10-09 18:20:54
Knowledge Base : IT Public Self Help

Protect Texas Together app (current version) 2.0.7

Using UT’s Enterprise Single Sign On authentication requires interaction between some complex systems and there are a few issues that we have not been able to resolve in the code. But we have found a few workarounds that will allow you to access the app while we work on fixing the problems. If we are experiencing login problems, please make sure to let us know about it, and whether or not any of the following fixes work for you at ptt-bugs@utlists.utexas.edu. Please attach a video of your problem if available. You can find instructions for recording your screen below:

 

1. White screen after authenticating with DUO

Solution: After selecting ‘send me a push’ from the DUO page, wait until the corresponding push notification appears at the top of the screen. Touch the notification and pull it downward, buttons will appear allowing you to approve or deny the request. Approving the request from here should allow you to log in as expected.

2. 401 error

Solution: Only current students, faculty, staff, and University affiliates are allowed to log in to the app. In most cases, receiving this error means that your EID is not associated with one of these categories. If this is in error, please contact us at ptt-bugs@utlists.utexas.edu for more information.

3. DUO fails to load after signing in with your UT EID

Solution: DUO is listed as adult software and is blocked by parental settings. You can fix this problem by disabling parental settings or adding DUO to the list of allowable websites. More information can be found here: https://help.duo.com/s/article/3710?language=en_US

 

 

For Protect Texas Together versions older than 2.0.7:

Using UT’s Enterprise Single Sign On authentication requires interaction between some complex systems and there are a few issues that we have not been able to resolve in the code. But we have found a few work arounds that will allow you to access the app while we work on fixing the problems. If we are experiencing login problems, please make sure to let us know about it, and whether or not any of the following fixes work for you at pttbugs@utlists.utexas.edu. Please attach a video of your problem if available. You can find instructions for recording your screen below:

Apple (https://support.apple.com/en-us/HT207935)

Android (https://www.digitaltrends.com/mobile/how-to-screen-record-in-android/)


1. App returns to the login page after authenticating with DUO

This problem appears only on iPhones when a user returns to the PTT app after approving a login using the DUO app. Instead of being logged into the app, as the user expects, they are returned to the app home screen instead. Some users have found that they can fix this problem by approving the login request directly from the push notification message, rather than switching to the DUO app. After selecting ‘send me a push’ from the DUO page, wait until the corresponding push notification appears at the top of the screen. Touch the notification and pull it downward, buttons will appear allowing you to approve or deny the request. Approving the request from here should allow you to login as expected.

2. Stale Request Error

This error most commonly occurs on iPhones. When the user selects ‘Sign In with UT EID’ they are given a ‘Stale Request’ error message rather than the expected login page. We believe that this error is related to the cookies that are used to communicate with the login service and have found the following work arounds.

  1. Make sure that your Safari app (or default web browser) is not blocking cookies. More information can be found here: https://support.apple.com/en-us/HT201265
  2. Clear all cookies from your Safari app, more information is found here: https://support.apple.com/en-us/HT201265.
  3. Using a different browser (something other than Safari, or your default browser on Android) directly open the authentication link: https://protecttexastogether.auth.useast-2.amazoncognito.com/oauth2/authorize?identity_provider=utshibboleth&redirect_uri=ptt://auth_callback&response_type=code&client_id=78ep3vn 6r9orn3l414c0qp7uqj. Once you have logged in, you should be redirected the PTT app.

3. “Invariant Violation: InAppBrowser.openAuth…”

We believe that this is another manifestation of the stale request error and the solutions listed for that problem should work. Just make sure that when you directly open the link provided, that you use something other than Safari or your default browser.

4. 401 error

Only current students, faculty, staff, and University affiliates are allowed to login to the app. In most cases, receiving this error means that your EID is not associated with one of these categories. If this is in error, please contact us at ptt-bugs@utlists.utexas.edu for more information.

5. DUO fails to load after signing in with your UT EID

DUO is listed as adult software and is blocked by parental settings. You can fix this problem by disabling parental settings or adding DUO to the list of allowable websites. More information can be found here: https://help.duo.com/s/article/3710?language=en_US

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Reported Issue Symptoms

  1. Jumbled formatting, incomplete display of text/ fonts
  2. Rooms cannot be deleted
  3. Only a white screen is displayed after interacting with the app
  4. Survey outcome is erroneous or a symptom was mistakenly selected and cannot go back

 


 

Cause

  1. Jumbled formatting in the app can be caused by enabling phone accessibility settings that use very large fonts
  2. The ability to delete rooms is a feature that was not included with early app versions
  3. Under investigation
  4. Incorrect symptom(s) selected  

 

Work-around or Resolution

  1. Try adjusting font size settings on the phone to balance any poor layout issues with the app. This issue will be corrected in an upcoming app update  
  2. The delete room feature is available in the most recent app versions, if you cannot delete rooms please try updating your app
  3. Unknown at this time; updates will be posted as the investigation progresses
  4. Take a new survey by selecting the ‘Survey’ button in the center right of the screen (top button in the right column in the set of buttons labeled ‘Symptoms and tests’). This will reset your status to the outcome of the second survey. Delete the erroneous survey from your ‘Symptom Diary’ 
      

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