Overview

When logging into the Natterbox Mobile App, users may occasionally encounter a scenario where the application appears stuck on the "Welcome to Natterbox" loading screen or experiences authentication loops during sign-in.

This guide outlines recommended troubleshooting steps to resolve session authentication conflicts and loading screen delays, as well as instructions on capturing app logs for escalation.

Symptoms

• The Natterbox Mobile App remains on the "Welcome to Natterbox" loading screen without progressing.

• The app loops or fails to complete the authentication handshake after logging into Salesforce.

• Unresponsive dialler or call availability states upon opening the app.

Recommended Troubleshooting Steps

Step 1: Reset Salesforce Authentication & Mobile Sessions

Because the Natterbox Mobile App relies on Salesforce for single sign-on (SSO) and OAuth authentication, active or cached sessions on your device can sometimes cause authentication token conflicts.

1. Log out of active Salesforce sessions:

   • Open the default web browser on your mobile device (e.g., Safari or Chrome) and log out of any active Salesforce sessions.

   • If you use the Salesforce Authenticator app or the Salesforce Mobile App, log out of your session within those apps.

   • Log out of active Salesforce sessions on your desktop browser as well.

2. Clear Mobile Browser Cache:

   • Clear the browsing history and cookies in your default mobile browser to clear outdated OAuth tokens.

3. Re-authenticate:

   • Launch the Natterbox Mobile App.

   • Log back in with your Salesforce credentials and complete any MFA prompts.

Step 2: Allow Time for Initial Background Sync

During the initial login or after permission updates, the app performs a full sync of user settings, CTI configuration, and call routing policies from Salesforce.

1. Launch the Natterbox Mobile App.

2. Leave the app open on the "Welcome to Natterbox" loading screen for 5 to 10 minutes without closing or switching away from the app.

3. In most instances, the background sync will finish and automatically navigate to the main app dashboard.

Step 3: Check for Account Lockout

If multiple login attempts fail in short succession:

• Security policies may temporarily lock the login session for up to 30 minutes.

• Action: Wait 30 minutes without attempting to log in, then re-attempt using Step 1 above.

Step 4: Reinstall the Natterbox Mobile App

If the issue persists after clearing sessions and waiting for sync:

1. Uninstall the Natterbox Mobile App from your mobile device.

2. Restart your device.

3. Reinstall the latest version of the Natterbox Mobile App from the App Store (iOS) or Google Play Store (Android).

4. Launch the app and authenticate again.

Escalation & Log Capture

If the issue remains unresolved after completing the steps above, please collect diagnostic logs before contacting support so our engineers can investigate the root cause promptly.

Capturing Mobile App Logs

Before submitting a support ticket, capture and attach the app's diagnostic logs:

1. In the Natterbox Mobile App, navigate to Settings > Diagnostics / Support Logs.

2. Tap Send Logs / Export Logs to share or copy the diagnostic log file.

3. For detailed step-by-step instructions on capturing logs across iOS and Android devices, refer to this guide.

Submitting a Support Ticket

When escalating to Natterbox Customer Support, please provide:

• Device details: Device model and OS version (e.g., iPhone 15, iOS 17 / Samsung S24, Android 14).

• App details: Natterbox Mobile App version.

• Diagnostic Logs: Attached log file or log bundle ID captured using the guide above.

• Screenshots: Visual details of any error messages or the stuck loading screen state.

• User details: Affected user name and email, and exact timestamp of the failed login attempt.