Android ISA App Connection Error "Could not download user configuration"
This Article highlights the steps to be taken in case users are unable to connect the ISA App on Android devices post installation and the error message is "Could not download user configuration".
Issue
Post installation, on attempting to connect the ISA App on Android devices, an error message is received "Could not download user configuration".
The above error message indicates that the authentication request has been rejected, due to which the ISA App is unable to connect.
Solution
In order to connect the ISA App, ensure that the details are correctly entered:
- Username: same as the username used to login to the ISA Portal
- Password: same as the password used to login to the ISA Portal
'Username' is case sensitive.
In case you are unable to login to the ISA Portal of your organization, please refer this KB Article for guidance: https://support.instasafe.com/portal/en/kb/isa/troubleshooting/isa-portal-login-issues
In case the issue persists after following the above mentioned steps, please contact your organization's IT Team.
If you are an Admin of the organization's ISA Account and need assistance, contact InstaSafe Support.
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