Android client show and error after press "Continue" button: "An error ocurred while connecting to the server"

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David ABELLA

• January 29, 2020 12:56

Hi,

I have Android v5.0.2 and Rainbow v1.66.3.

I have installed the application for the first time. After pressing the "Continue" button, the message "An error occurred while connecting to the server" is displayed at the bottom and does not allow me to enter my account password.

What could be the cause of the error? In the mobile I have no firewall or anything similar.

Thank you.

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• Official comment

  

  Claire DECHRISTE

  • February 03, 2020 16:05

  Hi David,

  The root certificate of these old samsung devices is not valid anymore. That's  why it is not possible to connect to Rainbow servers.

  You must install a new root certificate manually on the smartphone by downloading it here:
  https://www.tbs-certificats.com/FAQ/fr/racine-USERTrustRSACertificationAuthority.html

   

  BEst regards,

  Claire

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  Claire DECHRISTE

  • January 31, 2020 13:41

  Hello,

  I can see that you have an android mobile connected since one day on Rainbow.

  Do you still have the problem?

  Best regards,
  Claire Dechristé

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  David ABELLA

  • January 31, 2020 23:00

  Hello, the same day that I could not connect with my mobile, I did a test with another mobile from my same network and with my user. The other mobile, with Android 6.0, connected without problems right away. This "correct" connection is what you should have seen, but with Android 5.0.2 I still can't connect.
  
  Anyway, do not worry, seeing that the problem seems to be that you indicate that you need Android 5.0 minimum and actually it seems that you need 6.0, I will buy a new mobile with a higher version of Android and problem solved.
  
  Thank you very much for checking and interested in my problem.
  
  Regards,
  
  David

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  David ABELLA

  • February 03, 2020 16:46

  Indeed the problem has been solved and now the program allows me to access with my account with an "old" (4 years) Samsung.
  
  Thank you very much for helping me.
  
  Best regards,
  

  David

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  Diogo LIMA

  • May 28, 2020 19:46

  Hi guys,

  I have the same problem.
  I have a Samsung Win Duos running Android 5.0 and I get the same error message when I enter my email.

  I would really like to know if the minimum version of Android needs to be 5.0 or 6.0?

  Can installing this certificate cause any collateral damage to the device?

   

  Thanks in advance,

  Diogo

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  David ABELLA

  • May 28, 2020 20:52

  Hello Diogo,
  
  The minimum version is 5.0. As Claire says, the problem only occurs on older Samsung phones that don't receive root certificate updates.
  
  By accepting an external root certificate the Android security system forces you to have to define a pattern or lock system to access the mobile, you can not just slide to unlock. I already had a blocking pattern defined and it did not represent a problem for me.
  
  In the end I bought a new phone and I no longer have this problem, but I managed to get my old phone to work for a while with Claire's instructions.
  
  Regards.

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  Diogo LIMA

  • May 29, 2020 11:29

  Hi David,

  Thank you very much for the information.
  Do I need to install both ".CRT" and ".CRL" files?
  Or just the ".CRT" file?

  Regards,

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  David ABELLA

  • May 29, 2020 13:22

  Hi again Diogo, I just installed the ".CRT" in the USER trust certificate store. I copied it to the phone through bluetooth.
  

  Have a nice day.

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  Diogo LIMA

  • May 29, 2020 13:39

  
  Ok! I'll do it.
  Thanks again for answering my questions. :)

  Have a nice day too, David.

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