Hello Support,

I have a problem with login to our PRTG server from Android phone. Android phone OS is version 5.1.1 (Lollipop). PRTG for Android is version 16.1.3, dated 04FEB2016, with size of 6.72MB (per Google Play) PRTG Network Monitor server is running version 16.1.22.2657, installed on Windows 2012R2.

All parameters are believed to be entered correctly into the "New Account" menu, and after clicking "Save" I receive the following error message: "Error I could not retrieve the passhash. Perhaps your password is wrong?"

The username + password entered are 100% correct. Not using the passhash as password.

Article Comments

Hello Spikesforu,

  • Are you using the default port to access the PRTG server, or is there a redirect?
  • Does the password of the user contain any special characters? If so, please try to create a test user with a simple password
  • Can you log into PRTG from your smartphone using a web browser and the public IP address?

Best regards, Felix


Apr, 2016 - Permalink

Hello,

I have the same problem. I'm using mobile app on Android v16.1.3 with PRTG server v16.2.23.3269+. I connected to my server before but suddenly I can't. I tried: - remove the connection and create it again - reset application data and setup again - change the password to simple one - create a new user with simple password

No step worked. I can connect to different server. I also can connect to the problematic server with both accounts using the mobile browser. I'll be happy to assist with finding the cause of the problem.

Tomas Odehnal


Apr, 2016 - Permalink

Hi,

Can you create a user account for us so that we can test the connection? Please forward the external IP address as well as the name to support@paessler.com. Thanks.

Best regards, Felix


Apr, 2016 - Permalink

Thanks to the support I found the cause - PRTG was published by ISA server which didn't offer the SSL cyphre the app needs. Browsers were able to fall back to an unsupported TLS 1. If anyone comes to this, check your proxies. Tomas


May, 2016 - Permalink