An error occurs and I cannot access kintone from an Android device

Article Number:040362

This section describes solutions to mobile access errors.

For errors in Chrome for Android

Error examples: Screenshot: An error message indicating that a client certificate is required for access

If you see the error message "A valid client certificate is required to access this site."

This message appears if you try to access a URL that requires Client Certificate Authentication (https://subdomain.s.cybozu.com/) from a web browser that does not have a client certificate installed. To resolve the issue, install a client certificate in Chrome for Android.

If you see the error message "You do not have permissions to access this page."

The full error message is as follows:

Authentication is required for access.
If you have a client certificate, go to the following URL: https://Subdomain.s.cybozu.com
Select this check box to be redirected automatically from next time.

This message appears when your kintone access is denied due to IP address restrictions.
Try accessing kintone from an IP address that your IP address restrictions have allowed.
You can check which IP addresses are allowed from Users & System Administration.

If you see the error message "Client certificate is not valid."

This message appears when you try to log in to kintone using another user's client certificate.
Each client certificate is associated with a single user. When a single client PC is used by multiple users, the client certificate for each of these users must be installed on the client PC.

Errors on the mobile app

Error example: Screenshot: An error message indicating that a client certificate is required for access

If you see the error message "Your access is denied by IP Address Restrictions."

The full error message is as follows:

Your access is denied by IP Address Restrictions.
Access with a permitted IP address or use Client Certificate Authentication.

Try the following troubleshooting tips to see if the issue can be resolved.

Check your IP address restrictions

This message appears when your kintone access is denied due to IP address restrictions.
Try accessing kintone from an IP address that your IP address restrictions have allowed.
You can check which IP addresses are allowed from Users & System Administration.

Access kintone using client certificate authentication

You can access kintone by using client certificate authentication if it is enabled for your environment.
Send a client certificate via e-mail to your device, tap the client certificate attached to the e-mail, then set up your access.

If you see the error message "An unexpected error occurred. Error code: BS99999"

You may be using the mobile app on an unsupported operating system. Check the version of the operating system running on your device.

For details on which operating systems and versions are supported, refer to the following page.
System Requirements (Only available in Japanese)

If you see the error message "Invalid login name or password."

Try the following troubleshooting tips to see if the issue can be resolved.

Check if the login name and password are correctly entered

Login names and passwords are case-sensitive and must be entered correctly.
Your login name or password may be entered incorrectly due to one of the following reasons.

  • There are unnecessary spaces before or after characters that you copied and pasted.
  • Caps Lock is enabled.

Change your temporary password from a web browser

The error message above also appears if you have not yet changed the temporary password that was set when a Users & System Administrator added your account or changed your password.
Access kintone using a web browser on your PC or mobile device, and then change the temporary password.

If you see the error message "You do not have permissions to access this page."

This message appears when a Users & System Administrator has changed your user name or password for Basic Authentication.
Uninstall the mobile app and then reinstall it. After doing so, enter your correct Basic Authentication user name and password.

If you see the error message "Your client certificate has expired or has been disabled."

This message appears when your client certificate has expired or has been disabled.
Uninstall the mobile app and then reinstall it. After doing so, send a new client certificate via e-mail to your device, tap the client certificate attached to the e-mail, and set up your access.

If you see the error message: "Login Failed. Log in to kintone Mobile again."

Your password may have been changed.
Enter your subdomain name on the subdomain input screen, tap Next, and then enter your correct login name and password.

If your environment uses Client Certificate Authentication, re-install the client certificate from the e-mail you received when you first installed your client certificate. After doing so, enter your subdomain on the subdomain input screen, and then enter your login name and password.