Many users including myself experience the following issue per login: "Cannot connected to server" upon login

Hey!

Many users including myself experience the following issue per login:
"Cannot connected to server" upon login
OR "Unable to reconnect" when trying to enter any room.
Currently 3 users affected with different phones (HTC, Xiomi, Samsung)
Tried to:
- deactivate / reactivate user + assign to rooms again
- remove / reassign permissions
- reinstall the app on mobile
- try different version of the app
More data:
- The same user connects well in Web desktop version
- Same user is ABLE to connect from Mobile from browser.

1 answer

0 votes
David Maye Atlassian Team Sep 22, 2016

Hi Anna,

Are you on HipChat Server or HipChat Cloud? If it's HipChat Server, I would check to make sure that the SSL certificate installed is compliant with what we have listed here: https://confluence.atlassian.com/hc/creating-or-obtaining-an-ssl-key-and-certificate-608731891.html

Otherwise, it may be beneficial to file a support ticket at support.atlassian.com and have one of the SE's take a look.

Cheers,
-David
HipChat Server Support Engineer | Atlassian

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