The following information was provided to resolve issues Android users were experiencing with the iSolved GO mobile app.
note: version 13.9 • Android users that have their phone configured to save app data cache to google can experience the MFA issues even after uninstalling and clearing local cache as the phone will bring that cached app data back down from google.
!!! The employee must clear App Data and or Cache via their devices app settings page before completing the steps below !!!
1. Verify that the user is fully logged out, try logging back in, if this doesn't work move to step 2. (do not use the back button, verify that they use the actual logout button within the app.) Note. If they have already gone through MFA (multi factor authentication) they may need to again.
2. If this is a partner, have them set the partner id to defaults, verify that the login screen shows no user name, then set the partner ID back to what it was. This should clear the user session in the phone.
2b. If this is not a partner have them set the partner ID to something valid like RCQA or Your Partner Code. Then verify that the login screen has been cleared, go back and set it to defaults.
3. Have the user login. they may have to do MFA again if they have already done it.
For android follow the below instructions if on iSolved GO 13.9
Disable Auto Restore
Go to Settings
Select ‘Accounts & Backup’
Select Backup & Reset’
Tap ‘Automatic Restore’ to disable settings
Cleared iSolved GO App data and cache
Go to Settings
Select ‘iSolved Go’
Select ‘Clear Data’ (this will clear both Data and Cache)
Select the settings button on the login page
Select ‘Reset to Default’ under Network Partner
i. Ensure there is no login information saved
Select the settings button again and enter in ‘ balancepoint ’ under Network Partner
Enter in login credentials
Select Remember Me box
Enter in MFA code when prompted