Service Management Mobile Application does not allow the login when using Android OS

Products

• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When attempting to log in the mobile application using the Android OS is not working, it prompts an error indicating that the server is unavailable, with iOS works just fine.

Environment

Release :17.1 or higher

Component : MOBILE APS FOR SERVICE DESK MANAGER

Cause

 The certificate chain is incomplete and Android does not recognize the certificate.

Resolution

Use the site bellow in order to verify if the certificate is valid or incomplete or if there is anything wrong with it:

https://www.sslshopper.com/ssl-checker.html

If the certificate is incomplete or not valid speak with your vendor about it so they can provide you with the correct certificates.