Troubleshoot Configuration Issues in the Skyhigh Mobile Client iOS App

1. Free up device storage.
2. Ensure the device is running ios 15 or ipadOS and above
3. Reinstall the application.

1. Verify the internet connection (Wi-Fi or mobile data).
2. Switch networks (for example, from Wi-Fi to mobile data).
3. Reconnect to the VPN.

1.  Manually enable trust of root CA for BYOD devices.
2. Navigate to Settings > General > About > certificate trust settings and enable the customer tenant CA certificate.

1. When creating a custom profile, iOS sometimes injects empty array formatting under the DNS keys that cause certificate validation failures
2. Open the configuration file in a text editor and ensure the <key>DNS</key> dict matches Skyhigh specs.

Unable to Proceed with Connection

1. Make sure you uploaded the correct user identity(.p12) file in BYOD devices.
2. For MDM devices, make sure vpn profile pushed from MDM in device settings -> VPN and switch on the vpn 
3. Kill and Relaunch the app

1. Ensure the app has storage permissions to save files to your device.
2. Verify that the Debug Log switch is enabled in the Settings screen of the app.

1. Verify if the VPN is connected. Look for the key icon in the status bar at the top right. If it is missing, reconnect the VPN.
2. Confirm there is an active internet connection.
3. If the issue persists, capture a screenshot of the browser and collect relevant logs and information, and share with Skyhigh Support.

1. Verify that both the Root CA certificate and the Sectigo certificate are installed on the device.

• Download the Root CA certificate: Go to Policy > Web Policy > Feature Configuration > HTTPS Connection > Customer CA, to export and download the certificate.

• Download the Sectigo certificate.

2. Share the Certificate Viewer details from the browser. Click the icon on the left side of the browser’s URL bar, open the Certificate Viewer, and share all the details as a screenshot.

1. If you encounter the specific error message Verifying server authentication failed, it is recommended to reinstall the intermediate certificate
2. Download the Sectigo intermediate certificate.
3. Install the certificate on the affected device and check if the connection issue is resolved.

1. Ensure the device is supervised as always ON works only in supervised devices.
2. Ensure the MDM always on vpn configuration is added in Intune, and check the device is added to the group having the configuration
3. Check the success status of the configuration in Intune If error, then reconfigure in MDM with the new configuration.

1. Go to Configuration under Apps in MDM and check the properties.
2. Remove the existing value and add it again with the true boolean.
3. Sync the device and verify.
4. If the issue still persists, share the log file.

• If the app connects and loads the home page, open Settings and select Change Profile.

• If the app does not connect or load the home page, clear the app data from the phone’s settings.