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a_barbera
Dynatrace Contributor
Dynatrace Contributor

This article will review the most common problems and questions related to the Dynatrace Mobile App that customers can download to check the problems their environment reports.

Frequent issues

 

Can’t connect to the Dynatrace Mobile Application?

 

  • For SaaS customer:
     Make sure the device has access to the internet.
     Double-check which Operative System version is used to know if it is supported.

 

a_barbera_2-1736417216605.png

 


  • For Managed customer:
    Check the same two steps as explained before.
    To receive external traffic, it would be needed to set up a Cluster ActiveGate with a public IP Address configured to be accessible from the internet. Cluster will recognize the Cluster ActiveGate, which can be configured through the Cluster Management Console.

 

a_barbera_5-1736419884667.png

 


If a firewall is being used, it must allow incoming traffic to the Cluster ActiveGate through the designated port. Double-check that the domain name has a valid SSL certificate. Use the Digicert Checker page to verify that.

 

a_barbera_6-1736420017749.png

 


Also, it is essential to consider that when executing a curl -v command to https://<Your_domain>:9999/rest/health it would be needed to see the following header:

 

a_barbera_7-1736420093315.png

 

 

Using a Managed Offline Cluster, and the Dynatrace Mobile App is not working. What is happening?

The app will need to access data from the cluster in some manner for it to work correctly. This will require, at a minimum, cluster communication with Mission Control and an accessible ActiveGate. Without Mission Control access, the cluster can’t send notification information to the app through Mission Control.

 

One Cluster ActiveGate is installed, but it is not possible to configure a public IP address; what is happening?

In this case, ensure to have one Cluster ActiveGate, whose purpose is to route traffic. If there is already one, and it looks like the following picture, it would be the wrong one.

 

a_barbera_3-1736418780793.png

 

When installing a Cluster ActiveGate, it would be needed to select the following option:

 

a_barbera_4-1736418968069.png

 

Can't see any dashboards in the Dynatrace Mobile Application?

It is not possible to see the dashboard via Dynatrace Mobile App. It is meant only for problem notifications.

Can't see all of the management zones in the Dynatrace Mobile App?

It is possible to see those MZs sticking to the problems the app is fetching. If there is only one problem in the last two hours, and the problem belongs to MZ: A but the environment has 150 MZs overall, then the filter will only offer MZ: A and not 150 MZs.

 

Other related questions


What authentication mechanism is the application using? Is it only by API key or OAuth2.0?

The authentication mechanism can be API key or OAuth2.0, depending on the specific requirements and configuration.

How does the App communicate with Dynatrace?

This is via the Public REST API through HTTPS and oAuth ( for SaaS customers ) or API token auth ( for Managed customers ).

How is the Mobile App updated?

The update is performed via the app store.

Does Dynatrace Mobile Application support SSO Authentication?

The Dynatrace Mobile Application does not support OTP.


Documentation links:

For Saas
https://docs.dynatrace.com/docs/analyze-explore-automate/notifications-and-alerting/push-notificatio...
For Managed
https://docs.dynatrace.com/managed/analyze-explore-automate/notifications-and-alerting/push-notifica...

 

What's next?

If there are still issues with your Dynatrace Mobile Application after reading these frequently asked questions, please open a support case and share as much information as possible, explaining all the detailed steps you have already performed.

If, after reading this article, the Dynatrace Mobile App is still dealing with some issues, please open a support ticket explaining all the troubleshooting steps that have been done already, like:

  • Checking OS version.
  • Device connectivity.
  • Checking Cluster ActiveGate Public IP address.
  • Cluster ActiveGate with routing traffic purposes.
  • Checking the validity of the certificate.

 

Version history
Last update:
‎10 Feb 2025 08:38 AM
Updated by:
Comments
Flo_rin
Dynatrace Enthusiast
Dynatrace Enthusiast

Thank you so much for this. I've seen this issue in the past, and this really clarifies it!!!

michalrogal
Dynatrace Enthusiast
Dynatrace Enthusiast

That is some very helpful content, thank you!