This error happens when the Gateway is unable to receive a response from the customers on-premise server.
Overview of how the Mobile App talks to On-Prem
- Mobile app talks to the Gateway
- Gateway lives on the Internet
- Gateway talks to the On-Premise server
Common Solutions
- Open the firewall up to trust https://maximizergateway.maximizer.com
- Ensure that geolocation blocking is disabled for USA, as this is the location for the Gateway server.
OR
- Open "myserver.onprem.com" site up to the internet
Example: Our office (MSI) is on-premise; and can be reached at team.maximizer.com. If you were outside the office and typed team.maximizer.com into a browser; you would hit the login screen. This is what you want.
Customers that have this issue; most likely cannot hit their server from the outside. Typing in "myserver.onprem.com" from outside their office will most likely produce a cannot connect page