InstaSafe | Android ISA App Connection Error: Unable to connect. Check Internet Connectivity

Android ISA App Connection Error "Unable to connect. Check Internet Connectivity"

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 "Unable to connect. Check Internet Connectivity".

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 is typically seen when the ISA App is unable to reach the ISA Portal (*.instasafe.com) or a secure connection cannot be established. The communication to the web server (ISA Portal) takes place over HTTPS.. 

Solution

Step 1: Ensure the device has access to the internet.

At times, the above error may crop up due to an intermittent internet issue. Simply attempt to reconnect the ISA App after some time. You could also try making use of an alternate available reliable internet connection.
Step 2: If connecting from a corporate network, do ensure that the Firewall or any other similar network device is configured to allow HTTPS traffic to *.instasafe.com


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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