SAP Business One Notes

1924930 - SAP Business One mobile app for Android - Troubleshooting and compatibility information
Component: SBO-MOB-APP (SAP Business One mobile app for Android and iOS), Version: 67, Released On: 07.06.2023

Symptom
You followed the documentation SAP Business One mobile app for Android, and the Enablement Guide, however, the mobile application does not work properly and you require
troubleshooting information.

For Troubleshooting and compatibility information on SAP Business One mobile app for iOS please see SAP Note 1602674.

Solution
This document contains frequently asked questions and troubleshooting tips for the SAP Business One mobile app for Android:

1. SAP Business One mobile app for Android - Version Information

2. SAP Business One mobile app for Android - Compatibility Concept
3. Troubleshooting Tool
4. Mobile Solution Setup
5. Errors on test connection
6. Error: “Permission Denied”
7. Error: "Connection Failed - The request timed out. (-1001)", “Processing Failed - Internal server error; contact your system administrator”
8. Runtime issues
9. SAP HANA feature troubleshooting
10. SSL certificate issues
11. If you cannot resolve the issue using the troubleshooting steps, provide the following information to SAP via an Incident

1. SAP Business One mobile app for Android - Version Information
The following table shows relevant mobile app versions and their major features. It also shows which backend version is required to enable all the latest app functions. Note that the
app version and the backend version are not mandatorily coupled, however the version combination has an impact on a specific function. For information about the compatibility
concept, see SAP Business One mobile app for Android - Compatibility Concept.

App Version What’s New Main new features only supported in

conjunction with backend version (or higher)

1.2.14   Technical improvement (SAP Note: 2836311) N/A

1.2.13  Technical improvements (SAP Notes: 2170661, 2755306, and 2718585) N/A

1.2.12  Technical improvements (SAP Notes: 2691042, 2592004, 2641161, and 2663464) SAP Business One 9.3 PL06 versions

1.2.10  Technical improvements (SAP Notes: 2591855, 2614303, 2615580, 2170661, and 2618444) N/A

1.2.9  Technical improvements (SAP Notes 2528257, 2513358, 2489661, 2459487, and 2457421) N/A

1.2.7  Technical improvements (SAP Notes 2170661, 2379788, and 2415501) N/A

1.2.5  Technical improvements (SAP Notes 2342477, 2317128, and 2306297) SAP Business One 9.2 PL04 versions

1.2.3  Validity of self-signed certificates that are generated based on IP address (SAP Note 2298620) SAP Business One 9.1 PL05 versions

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2. SAP Business One mobile app for Android - Compatibility Concept

SAP regularly ships minor releases or patches for the app containing new functions as well as improvements and bug fixes. To benefit from this, the latest version of the app and the
backend software must be run. As updates on mobile devices are not typically managed by a central IT department, it is the responsibility of end users to update the app to the latest
version. Because the mobile app is both backward and forward compatible, it is always safe to upgrade the app on the mobile device; the back-end server can remain on
the current release of SAP Business One. However, if the backend is installed on an older version of SAP Business One that does not support the latest functions of the most
recent mobile app, some new functions will not work. When the user accesses such a function a pop-up window appears, informing the user that the backend must be upgraded to
enable the selected function. All mobile app functions that were supported by the older version of SAP Business One still work. In the reverse case, if the backend is installed on a
later version of SAP Business One than the mobile app, the functionality of the mobile app is fully maintained and works as designed.

To view the Android compatibility information with mobile application, go to Google Play downloading page → Additional Information → Required Android.
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3. Troubleshooting Tool

The troubleshooting tool checks:

a. Whether the user is authenticated

b. Whether the mobile settings are correct. Refer to SAP Note 1840117 for details and instructions.

This tool is built in to the Integration Component (Tools -> Trouble Shooting -> Select [B1 Mobile] in Functional Group -> Click Submit) in the supported versions.

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4. Mobile Solution Setup

1. Make sure that the B1 User and license settings are in accordance with documentation. Correctness of settings can be verified by the Troubleshooting tool in step 3.
 
2. Integration Framework settings: Log on to the Integration Framework:
a. Select the SLD tab:
Ensure you use exclusively either the [hostname] or the [ip-address] in all the following configuration settings:
Integration Framework → SLD → B1i Server → [company database] → B1DI → b1Server
Integration Framework → SLD → B1i Server → [company database] → JDBC → url
Integration Framework → SLD → B1i Server → WSforMobile → WSAR → associatedSrvIP
EventSender Setup → Step 1 → DB Server Name
License Manager → Configure Security → DB Server

If you are using a SQL Server-named instance, please check SAP Note 1621563 and ensure that the instance name is applied as required.
Test connection results for Company DB (defined in mobile app setting) in Integration Framework → SLD → <Company DB> should be successful. In
case of a B1DI error message please check SAP Note 2029714.
 
b. Choose IF → Scenarios → Control tab:
Make sure the mobile scenario package is activated.
 
3. Mobile troubleshooting check:
Make sure mobile settings are correct. Refer to SAP Note 1840117 for details and instructions.
 
4. Deploy or create a certificate for the mobile app:
To deploy a purchased certificate, refer to SAP Note 2019275 section A.
To create a self-signed certificate, refer to SAP Note 2019275 section B.
 
5. Mobile app setting:
Open the mobile app from the mobile device and select Settings. Complete the settings as shown below and install the certificate.

 Server/IP address – use same value as in certificate

 Port 8080 with SSL OFF should only be used for testing purposes
 Use 8443 with SSL ON

 
  

 Phone Num - use same value as in SAP Business One User settings

 Device ID – use same value as in SAP Business One User settings

5. Errors on test connection(Integration Explorer -> SLD)

 Please refer to SAP Note 2029714.

6. Error: “Permission Denied” 

This error type shows that the server is accessed properly and returns an answer to the mobile. The
error message on mobile contains relevant information which helps troubleshooting, such as:
company DB, user ID, phone number, and Device ID. The most common root causes are:

Root Cause 1: SAP Business One user settings (Administration->Setup->User) is incorrect

Solution 1:
The user is not configured for mobile user. Make sure the mobile checkbox is selected.
The phone number entered in the mobile device settings (Settings->Business One) does not match
the definition in SAP Business One. If using a Tablet device, use a dummy number such as 1234 for
validation.
The user name or password is incorrect. The user name is currently case-sensitive for mobile. Refer
SAP Note 1553639.
Make sure that the license server works properly. Ensure that the correct license is assigned to the
user. B1i technical user should have B1i license and all the mobile users should have B1i license
together with one of the following licenses: Professional, Limited Financial, Limited Logistics,
Limited CRM, Starter Package, CRM Sales User (legacy) and CRM Service user (legacy).
Root Cause 2: The company is not listed in the SLD (Integration Explorer -> SLD) or there are old or inconsistent entries in SBO-COMMON->SLSP or SLSPP tables
Solution 2: Follow the solution provided in SAP Note 2032666.
Root Cause 3: [hostname] is used in some configuration settings, and [ip-address] is used in others.
Solution 3: Ensure you use exclusively either the [hostname] or the [ip-address] in all the following configuration settings:
Integration Framework > SLD > B1i Server > [company database] > B1DI > b1Server
Integration Framework > SLD > B1i Server > [company database] > JDBC > url
Integration Framework > SLD > B1i Server > WSforMobile > WSAR > associatedSrvIP
EventSender Setup > Step 1 > DB Server Name
License Manager > Configure Security > DB Server
Root cause 4: DI proxy service is not started with administrator user
Solution 4: Open Services panel → right click [SAP Business One DI Proxy Service] → Properties → Log On tab → choose "This account" → type windows logon
administrator user → click [OK] → Restart the service.
Root Cause 5: In cloud environment, the environment variable Path variable has to be added or removed.
Solution 5: Try adding or removing the variable by following these steps:
Go to Control Panel\System and Security\System → Advanced system settings → Environment Variable → System variables
If Path variable variable exists, remove it. If Path variable variable does not exist, add the variable with value C:\Program Files (x86)\SAP\SAP Business One DI
API\DI API 90. If using 64 bit DI API use value C:\Program Files\SAP\SAP Business One DI API\DI API 90.

Root Cause 6: A security fix in the Integration Framework of 10.0 FP 2202.
Solution 6: Follow the solution provided in SAP Note 3234936.
Root Cause 7: For cloud installation of SAP Business One Integration Framework, user name is not enetered correctly in mobile
Solution 7: In SAP Business One Mobile app settings, "user Code" field format should be like : domain name\user name

If none of the listed root causes can be identified, go to Integration Framework -> Monitoring -> Process Control ->Framework Processes-> B1AuthCheck ->IPO log, and check its
relevant IPO logs and ExecDetails. For example, whether the correct DB is called, or reasons for failed authentication check.

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7.Error: Connection Failed - The request timed out. (-1001), or Processing Failed - Internal server error; contact your system administrator
For troubleshooting, please first:

a. Verify the connection between the mobile device and the B1i server, see SAP Note 1776825 for instructions.
b. Check if B1i tasks/messages are blocked in the queue. Go to Monitoring->Queue Monitor. If yes, please check whether there are any IPO steps deactivated. (Control Center
-> Monitoring -> IPO-Step Status -> Select “Deactivated Steps only “ -> Press submit -> If there are any IPO steps listed, press (Re)activate button).This will allow the queue
to start moving forward.

Other common root causes are:

Root Cause 1: Inconsistent SSL configuration.

Solution 1:B1i uses port 8443 as the default for SSL connections of the mobile solution. The Web Service in the mobile app setting needs to be <server_ip_address>:8443
and have SSL ON, as the default.
Root Cause 2: Connection is not working.
Solution 2: Make sure that test connection is successful for the following settings:
Integration Framework > SLD > B1i Server > [company database] > B1DI
Integration Framework > SLD > B1i Server > [company database] > JDBC
 Root Cause 3: Some or all mobile scenarios are not activated correctly.
Solution 3:Open Integration Framework -> Scenarios -> Setup -> Scenario steps -> Check that all steps are enabled (For example, it should be 94 of 94, which means there
are totally 94 steps and all of them are activated. If it looks like something like 76 of 94, it means that there are inactive steps.)
Choose the Deactivate button to deactivate the mobile package. After this, the button changes to Activate.
Choose the Steps button, a Web page pops up.
Choose all Activate and then click the Save button. After that, close this popup.
After a few seconds, all scenario steps should become something like 94 of 94.
Choose the Activate button to activate the mobile package. It should pop up with a confirmation dialog box, choose the OK button.
Root Cause 4: The B1i DI Proxy services (SAP Business One DI Proxy Service and SAP Business One DI Proxy Service Monitor) are not started (The symptom is that the
mobile app does not respond and there is no pop-up).
Solution 4: Start B1i DI Proxy related services.
Root Cause 5: [hostname] is used in some configuration settings, and [ip-address] is used in others.
Solution 5: Ensure that you exclusively use either the [hostname] or the [ip-address] in all of the following configuration settings:
Integration Framework > SLD > B1i Server > [company database] > B1DI > b1Server
Integration Framework > SLD > B1i Server > [company database] > JDBC > url
Integration Framework > SLD > B1i Server > WSforMobile > WSAR > associatedSrvIP
EventSender Setup > Step 1 > DB Server Name
License Manager > Configure Security > DB Server
Root Cause 6: The password has unsupported characters such as &, < and >
Solution 6: avoid using such characters for mobile users currently.
Root Cause 7: The default port 1433 is not used by the selected database instance.
Solution 7: The TCP IP port of the SQL database instance should be changed to 1433.
Root cause 8: Some IPO steps are deactivated due to incorrect IFSERV database connection credentials specified in Integration Framework > SLD > B1i Server > JDBC
username and password.
Solution 8: Reset the IFDBUSR_IFSERV user password in the SQL server, and update the password in Integration Framework > SLD > B1i Server > JDBC password.
Reactivate deactivated IPO steps from Integration Framework > Tools > Control Center > Monitoring > IPO-Step Status > Select "Deactivated step only" > Submit > Click
[Re-Activate] button for deactivated IPO-Steps (except for Audit Control).
Root cause 9: Android 6.0.1 and above requires a higher security standard which in turn requires JDK 8.0 and above. 
Solution 9: Refer to SAP Note 2315171.
Root cause 10: Database user IFDBUSR is deactivated and the Company SLD JDBC test returns an error like: SAP DBTech JDBC: [416]: user is locked; try again later.
Solution 10: Open the HANA studio and connect to the HANA instance. Choose Security->Users and double click on the IFDBUSR user. Choose the Activate button.
Root cause 11: Customer is trying to use HTTP connection instead of HTTPS connection and "Enforce Secure Transport" setting inside "sap.B1Mobile" scenario is setted to
"True".
Solution 11: Go to Integration Framework → Scenarios → Authentication → Select "sap.B1Mobile" → change "Enforce Secure Transport" to "False", deactivate and activate
the mobile scenario, restart Integration Framework service.

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8. Runtime issues

Cannot view the BP or Item Master Data list in the mobile app.

Root Cause 1: The SQL language setting for the sa user was set to another language other than English.
Solution 1: Set the SQL user (normally the sa user) language to English.

User can view all objects even he is not authorized.

Root Cause 1: Disable DI API Permission Check was introduced in 9.1 PL02 needs to be correctly set.
Solution 1: Refer to SAP Note 2174813.

Mobile approval module only shows one approval request in the list

Root Cause 1: Refer to SAP Note 2267029.

Solution 1: Refer to SAP Note 2267029.

When opening a dashboard, a web login to the SAP Business One SLD page is requested
Root Cause 1: The Analytics server cannot communicate with the B1i server.
Solution 1: Add an entry to the hosts file on the Analytics server with the B1i server name, as found in B1i > Maintenance > Cfg Runtime > Integration Framework Server.

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9. SAP HANA feature troubleshooting

If SAP HANA feature doesn't work properly in SAP Business One mobile app, please refer to SAP Notes 2048889.

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10. SSL certificate issues  

The certificate for this server was not issued by a trusted certificate authority. The connection to the server is disabled

Root Cause 1: An SSL certificate has not been configured on the system

Solution 1: Follow the steps in SAP Note 2019275

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11. If you cannot resolve the issue using the troubleshooting steps, provide the following information to SAP via an Incident: 
1. Screenshot of error on the mobile device
2. Screenshot from the mobile device showing the settings of the Business One mobile app.
3. Version of SAP Business One and Integration Framework if different from RSP SSR.
4. Screenshot of SAP Business One System Landscape Directory: License Manager  → Configure Security  → DB Server (SAP Business One SLD usually accessed by
https://<B1Server>:30010/ControlCenter/)
5. Export and attach the results of the B1 Setup troubleshooting tool (Integration Framework → Tools → Troubleshooting → Select "B1 Setup" → Export results as zip file)
6. Export and attach the results of the B1 Mobile troubleshooting tool (Integration Framework → Tools → Troubleshooting → Select B1 Mobile (Android) → Enter the
manual data → Run all tests → Export results as zip file).
7. Screenshot from SAP Business One Main Menu → Administration → Setup → General → Users → %affected user%. Please make sure that all the fields are visible.
In case of error Connection Failed or Processing Failed provide also:

8. Test Result of connection between mobile device and the Integration Framework server, according to SAP Note 1776825.
9. Screenshot from Integration Framework → Scenario → Setup → Scenario Package Identifier → sap.B1Mobile. 
10. Any messages in queue or deactivated IPO steps? Follow SAP Note 2173439.

In case of error Failed to connect due to certificate provide also:

11. What is the certificate type? Self-signed certificate from Certificate Tool or Purchase from vendor?
12. Attach the .keystore file of Integration Framework (default location: "C:\Program Files (x86)\SAP\SAP Business One
Integration\IntegrationServer\Tomcat\webapps\B1iXcellerator\.keystore").

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Attributes
Key Value

Other Components SBO-INT-B1IF (SAP Business One integration framework)

Products
Products

SAP B1 ANALYTICS ON SAP HANA all versions

SAP B1 ANDROID APPLICATIONS all versions

SAP B1 VERSION FOR SAP HANA all versions

SAP BUSINESS ONE all versions

This document refers to

SAP Note/KBA Title

2298665 HANA features cannot be displayed on Android device due to certificate error

2298620 Failed to connect due to certificate error

2296772 Pervasive Dashboard not displayed on Android phone

2048889 SAP HANA Features do not Work in SAP Business One Mobile App for iOS or Android

2040070 Mobile Setting URL Cannot Be Clicked on Android Device

2036595

2033182 User Code with a Whitespace Cannot Connect to the SAP Business One Mobile App

2032932 The Mobile app for Android crashes during approval of a Purchase Request

2032704 Unable to add sales opportunity document if the sales employee is inactive

2032666 SAP Business One company database entries not available in integration framework SLD

2029714 Troubleshooting Integration Framework SLD DI Connection

2029666 Business partners cannot be selected directly if you do search for them

2019275 KBA3104120_SAP Business One Mobile App for iOS/iPadOS or Android Requires a Valid SSL Certificate

2012800 Dashboards and Enterprise Search Not Working in mobile app on SAP Business One 9.0 PL09 HotFix 1, version for SAP HANA

2003702

1995395 User without Authorization can view sales documents in the Mobile App

1960279

1951641

1776825 Verifying the Connection Between Mobile Device and the B1i Server

1602674 SAP Business One mobile app for iOS - Troubleshooting and Compatibility Information

This document is referenced by

SAP Note/KBA Title