We use VIP Access for MFA of prescribing controlled substances in our medical clinic. I have one user who has the app locks up after each usage. He has to close the app and relaunch for each controlled medication he prescribes. Any suggestions on troubleshooting? We have already uninstalled the app and reloaded to get a fresh copy, but it immediately locked up after the first usage.
At what point does it lock up?
It may be security software on the machine preventing execution. Ensure that "C:\Program Files (x86)\Symantec\VIP Access Client\VIPUIManager.exe" application is whitelisted by any security software.
Does this happen to VIP access Mobile App only or any other app as well? What is the version of the Android and make and model? Is there any passcode or lock after use settings in Android for apps which is coming into play here? This looks like device specific setting and some configuration on the device is making the behavior like that should be looked at that way, Do you have FaceID or Fingerprint sensor setup to unlock the device? For testing could you just download the Google Authenticator app and see the behavior for that if this can be done.
-Namish
Hi Deborah,
Do you know the exact version and make and model of the device where this issue is happening? Internally VIP team has found an issue for Android 13 version in Samsung Device where screen freezes after few attempts and they are working with Android team to address this.
Per the physician: Just the Symantec VIP App, my Google Authenticator works fine and my other apps work fine.
@Namish Tiwari He has a Samsung Galaxy S21 and updates the software as soon as a new release comes out.