KB311937: "Connectivity Error" when trying to connect to the MicroStrategy Mobile app 10.x and upper on iOS 10 devices

• Strategy

This technical note documents a connectivity issue that occurs in MicroStrategy Mobile app version 10.x and upper for iOS, after upgrading to iOS 10.

SUMMARY:
This technical note documents a connectivity issue that occurs in Strategy Mobile app version 10.x and upper for iOS, after upgrading to iOS 10.

SYMPTOM:
After upgrading a mobile device to iOS version 10, users notice that a connectivity error appears when launching or navigating through the Strategy Mobile app version 10.5 and upper app, as shown below:


Connectivity Error
Could not connect to <server>

The above error might occur sporadically, and it might come up while performing varying actions within the app. Additionally, note that this has been observed when using IIS or Apache Tomcat mobile server.
CAUSE:
This is an issue with Apple iOS 10 software and the keep alive feature.
ACTION:
This issue has been logged with Apple Support.

WORKAROUND:
As a workaround, the keep alive feature can be disabled on the mobile server:

IIS 7:

1. Open IIS GUI.
2. Click on IIS>Sites>Default Web Site>StrategyMobile as below:

3. Double click on "HTTP Response Headers" as below:

4. Click on "Set Common Headers..." as shown below:

5. Uncheck "Enable HTTP keep-alive" option as shown below:

6. Restart IIS.
Notes: Refer to the following which describes this feature and steps to check whether this is enabled:
https://technet.microsoft.com/en-us/library/cc772183(v=ws.10).aspx

Apache Server:

HTTPS: The file that has to be edited is %APACHE_HOME%/conf/extra/httpd-ssl.conf and the following entry should be added:
```
BrowserMatch "MSTRMobile/IPhone" nokeepalive
```
HTTP: The file that has to be edited is %APACHE_HOME%/conf/httpd.conf and the following entry should be added:
```
BrowserMatch "MSTRMobile/IPhone" nokeepalive
```

The following two images show how the responses captured by Fiddler look like when Keep alive is enabled or disabled:
Keep alive enabled: Keep alive disabled:

Notes:
If the keep alive option is disabled, a new connection will have to be created for every request to the server. Therefore, there could be a small impact on the performance.
For a similar issue seen in iOS 8, refer to the following Community article:
KB216122: "The session has expired. Go back and run the report again to interact with it" error occurs when running reports in Strategy Mobile 9.4.1 on iOS 8.x

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Knowledge Article

Published:

March 29, 2017

Last Updated:

August 9, 2017