[KBA-79068] Unable to connect to the Genetec™ Mobile app when using IP on LTE with S20 and Note20 phones - Genetec™ Mobile

series
Genetec™ Mobile
revised_modified
2021-03-05
TFSnum
2695312

[KBA-79068] Unable to connect to the Genetec™ Mobile app when using IP on LTE with S20 and Note20 phones

This article explains why a user might have issues logging in to the Genetec™ Mobile app using IP on LTE with Samsung Galaxy S20 and Note20 phones.

Symptoms

When using an Internet Protocol Address (IP) on a cellular network (LTE) to login to the Genetec™ Mobile app, the user gets a "collecting login information" message. The Genetec™ Mobile app then shows an error stating that the host is unreachable.

Cause

Unknown. It is under investigation.

Workaround

The current workaround is to use the Domain name (DNS) instead of IP when on LTE.