Problems with Sugar Connect on mobile device

Hi!

One of our customers is experiencing problems related to the use of Sugar Connect in their mobile phone. They all use the iPhone as a mobile device and have safari as their default browser.

The problem they experience is that Sugar Connect only works on the cell phone when they are connected to the office network. As soon as they leave the office network, Sugar Connect stops working. Has anyone experienced similar problems and found a solution to it?

0 Andrew Blue over 3 years ago

When Sugar Connect stops working, do you mean that the sidebar no longer loads? Are there any issues accessing their Sugar instance from outside their office network?

Andrew Blue

Sr. Manager, Product Management
0 Frida Yngve over 3 years ago in reply to Andrew Blue

They only get a blank page (see picture). Yes their Sugar instance works fine outside of their office network.
0 Andrew Blue over 3 years ago in reply to Frida Yngve

Hi Frida,

I don't believe that Office 365 add-ins are available in the mobile version of web Outlook. And I don't believe that Chrome extensions are available in the mobile Chrome app.

These are the mechanisms that deliver the Sugar Connect sidebar into those email clients. I'm unsure how they are accessing the sidebar while viewing email on a web browser on their phone.

Could you describe how the user that received the blank page above got to that page?

Andrew Blue

Sr. Manager, Product Management