Android ISA App Installation Error "Could not download user configuration"

This Article highlights the steps to be taken in case users are unable to successfully configure the ISA App on Android devices post installation and the error message is "Could not download user configuration".

Issue

Post installation, on attempting to configure 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 profile could not be successfully configured. 

Solution

In order to configure the ISA App post installation, ensure that the details are correctly entered:

1. Company: <company> which is part of the ISA Portal URL for you organization: https://<company>.instasafe.com
2. Username: same as the username used to login to the ISA Portal
   
3. Password: same as the password used to login to the ISA Portal
   

'Comapany' and 'Username' fields are 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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