M-Files Mobile Troubleshooting: FAQ and Common Scenarios

Overview

This article contains common issues with M-Files Mobile and further guidance for the User and Customer Support. See M-Files Mobile Troubleshooting: Initial Checklist and Necessary Informationfor the initial checkup.

Common issues

There are several common issues that can be categorized into:

• Application error
• Server error
• Metadata configuration error
• Login issue
• UI issue

The questions listed below help us identify the issue type. Note that the issue types are not necessarily mutually exclusive.

Does the application crash?

See Application error .

Do you see an error message?

See Application error and/or Server error .

Are you editing object properties or creating new objects?

See Metadata configuration error .

Can you login to the vault?

See Login issue .

Are UI elements missing or malfunctioning? 

E.g., Save button is not visible on a screen X, see UI issue .

Application error

If the application crashes:

• Provide detailed steps on how to recreate the issue, and, if possible, record a video of the issue.
• Collect the app version, device model, device OS version information, see M-Files Mobile Troubleshooting: Initial Checklist and Necessary Information, and the date and time of the crash.

If there is an error message:

• What does the error message say exactly?
  • If there is a Details button in the error message, continue to Server error.

Server error

Provide detailed steps on how to recreate the issue, and, if possible, record a video of the issue.

If there is an error message on the screen:

• What does the error message say exactly?
• If there is a Details button in the error message, click the button and check the following:
  • If there is the Error reference ID:
    • Find the error ID in the M-Files server's Windows event log and send the log message to us.

Android and iOS:

To get the error reference ID, press the arrow on the Exceptions and navigate to the Stack trace. To copy the trace, press the share button on the top right of the screen.

• If there is no Error reference ID:
  • Share the error stack trace.

Android:

Press the arrow button on the Error message details list. To copy the trace, press the share button on the top right of the screen.

iOS:

Press the share button on the top right of the screen to share the trace.

Metadata configuration error

If possible,

• Provide test credentials to your vault (server address and test user login credentials).
• Alternatively, provide a metadata copy of your vault.
• Provide the metadata card configuration for the affected object type.

Login issue

• What type of authentication are you using? (E.g., Azure, M-Files login, OAuth, or Microsoft Authentication.)
• If you cannot login to the vault:
  • Provide test credentials to your vault (server address and test user login credentials).
  • (Android only) Alternatively, provide the app logs. See Enabling Logging in M-Files Mobile Android.

Other possible login issues: 

• Missing server certificates /article/Trust-Anchor-for-certification-path-not-found
• Incorrect server configurations (DNS name resolution, routing):  https://help.salesforce.com/s/articleView?id=001122936&type=1
• /article/Entra-ID-login-issue-with-M-Files-Mobile-for-Android

UI issue

Provide detailed steps on how to recreate the issue, and, if possible, record the video of the issue.

Further actions

• Provide detailed steps on how to recreate the issue.
• If possible, record a video of the issue.
• Collect the Mobile user data, see M-Files Mobile Troubleshooting: Initial Checklist and Necessary Information.
• Based on the issue type, collect the necessary information about the issue as instructed above.
• If possible, provide test credentials to the vault (server address and the test user login credentials). Usually the most efficient way to accelerate the incident resolution is for our developers to log in to the vault from their own mobile devices.