Troubleshooting for Access from Android Devices

This section describes solutions to mobile access errors.

Troubleshooting Chrome for Android Access Errors

Error examples: Error: A client certificate is required for access

Symptom Solution
The following error message is displayed:
A client certificate is required for access.
This message appears because no client certificate has been imported to the Web browser but you accessed an URL that requires client certificate authentication (https://subdomain name.s.cybozu.com/).
Import a client certificate to Chrome for Android.
See Using Client Certificate Authentication on Mobile Devices (for Android).
For details on client certificate authentication, see Configuring Client Certificate Authentication.
The following error message is displayed:
Authentication is required for access.
If you have a client certificate, go to the following URL: https://subdomain name.s.cybozu.com
Select this check box to be redirected automatically from next time.
This message appears because IP address restrictions are enabled and access was attempted from an unapproved IP address.
Go to cybozu.com and check IP address restrictions.
See Configuring IP Address Restrictions.
The following error message is displayed:
The certificate is invalid.
This message appears because you attempted to log into kintone by using another user's certificate. Every client certificate is associated with a specific user. When multiple users share a single PC, a unique client certificate for each individual user must be imported to the PC.
See How to Add a Client Certificate for Chrome for Android.

Troubleshooting Kintone Mobile Access Errors

Error examples: Mobile access error

Symptom Solution
The following error message is displayed:
The environment restricts access from outside sources.
This message appears when client certificate authentication is required for accessing kintone.
You need to receive an e-mail with a client certificate attached from cybozu.com. Tap the attached client certificate to complete the connection settings.
See Using Client Certificate Authentication with Kintone Mobile.
The following error message is displayed:
An unexpected error occurred. Error code: BS99999
You may be using Kintone Mobile on an unsupported operating system. Check the version of the operating system running on your device. For details on operating systems supported for Kintone Mobile, see System information (Japanese only).
The following error message is displayed:
Invalid login name or password.
Solution 1:
Enter your correct login name and password. Check that Caps Lock is off for correct capitalization. We recommend typing into Notepad or a similar application, to check if it is on or not.

Solution 2:
This message appears because you have not yet changed the temporary password that was set when cybozu.com Administrators added your account or changed your password. Use a Web browser on a PC or smartphone to access kintone and change the temporary password.
The following error message is displayed:
Authentication is required for access.
This message appears when cybozu.com Administrators changed your basic authentication account or password.
Uninstall and reinstall kintone Mobile, then enter the new user name and password used for the basic authentication.
The following error message is displayed:
Your client certificate has expired or has been disabled.
The message appears when your client certificate has expired or has been disabled.
Uninstall and reinstall kintone Mobile. Then, send a new client certificate from cybozu.com and tap the attached client certificate to complete the connection settings.
See Using Client Certificate Authentication with Kintone Mobile.
The following error message is displayed:
Login Failed. Log in to Kintone Mobile again.
Your password may be changed.
Enter your subdomain name in the subdomain input screen, then tap Next to enter your correct login name and password.
If client certificate authentication is being used, reimport the client certificate from the e-mail you received before. After the reimport, enter your subdomain, then enter the login name and password.