Investigating: Users using Android mobile devices or tablets may encounter Push notification failures.
User Impact: Users using Android mobile devices or tablets may be unable to log on using Push2Accept or Symbol2Accept due to push notification failures. The issue may manifest itself in a number of ways: 1. In some cases, the push notification may not be received 2. In some cases, pressing “accept” or pressing the symbol, the user will not be logged in, no error will be displayed on the mobile device 3. In some cases, pressing “accept” or pressing the symbol, the user will not be logged in, an error may be displayed on the mobile device
Preliminary RCA: This issue is caused by the Android OS app update process. For some devices, when the app is updated, the unique identifier used to validate the device to our cloud is modified by the Android OS, resulting in push notifications failing. The SecureAuth development team is currently investigating this issue with the Google Android team.
Remediation: Users must reenroll the impacted devices
Posted Nov 16, 2021 - 18:52 UTC
This incident affects: SecureAuth Titan Services (Push-to-Accept Service, Symbol-to-Accept Service).