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Troubleshooting the Mobile App

Let Support Request a Log File

If a user has an issue with the mobile app, Support engineers can request a log file to help with troubleshooting.

The mobile user enables debugging through their iPhone or iPad. Once debugging is enabled, the mobile user can use the mobile app to send the log to an email address for Support.

To enable the mobile app to generate a log, the mobile user completes the following steps.

  1. On the phone or iPad, navigate to Settings, Identity Manager, Debug.
  2. Tap Enabled.
  3. Restart the application and perform the actions that you want to appear in the log.
  4. On the Settings tab of the CA Identity Manager mobile app, tap Email Log.

    The mobile app creates an email with the attached log file. The email can be sent to the email address configured for Support in the User Console.

QnA as "Reset password behavior" fails using the default Question and Answer Configuration setting, under the environment administrator of Identity Manager Tasks.


Upon selecting the QnA as "Reset password behavior" with the default Question and Answer configuration settings, the reset password fails to with the following error message:

"ERROR [im.webservices.QuestionAndAnswerResource] (http-/ Failed to process get user credential questions. Message:java.lang.NullPointerException in the server log file"


Perform the following steps to make reset password work with the QnA as Reset password behavior:

Follow these steps:

  1. Login to CA Identity Manager as SuperAdmin.
  2. Navigate to Tasks, Environment Administrator, and then select 'Question and Answer Configuration'.
  3. Click the Submit button.

    Note: Even the default values of 'Enable' option and 'Number of Authentication questions' apply only after performing this step.