Created By: Manuel Clavero
Reporter Details: Manuel Clavero 07561040729 manuel.clavero@uk.webhelp.com
Selected Incident Type: Device
Selected Impacted Service: Now TV - Android
User Experience: Several customers who use Android devices have reported that the App doesn't recognize either their password or their email. However, they are able to log in the Sky Spain website or the App on iOS devices. We checked with them that they were entering the right password and email and they still face the same error message. The error message they use is CWUS-028.

They have changed their passwords following the rules we gave them and they are still not able to access the App.

I can not give you a time window of all the customers because this is an ongoing issue and happens at every attempt.

- Carles Farrando (cfarrando@mediadata.tv)  - Samsung Galaxy S6 - SM-G920F - Android 7
- Ricardo Gonzalez Nieto (ricardogonzaleznieto@gmail.com)
- Liam Bernal (liambernal@mail.com) - Huawei Mate 8 - Android 7 - He tried to log into the App at 16:40 Spanish time on the 11th of September
- Felix Santamaría Rambaud (rambaud@wanadoo.es) - Android 7


Number of customers reporting the issue: 51 - 100 (P3)
Impact: 3 - Medium
Urgency: 3 - Medium
First Occurrence: 14/09/2017 12:15:17
Connection Type: Wifi
Example Customer IP address: 90.216.134.194
Example Now TV Customer ID or Email: cfarrando@mediadata.tv
Channels Impacted: N/A

Simone ARENA wrote:
Hi,

it seems that android client are not able to set correctly the MRHSession cookie (SSO communication) making customer unable to access to the platforms. An error of wrong username or password is endless showed, web, and ios are working fine for the same users facing this issue.

Some of the devices:

Samsung Galaxy S6 - SM-G920F - Android 7
Huawei Mate 8 - Android 7
Android 7.0/samsung SM-G955F-AM

in logs:

2017/09/12 19:37:40 [error] 4273#0: *4718993 [lua] exception_handler.lua:53: not_authorized(): Auth-Srv: 83.47.20.181||Atlas1.0.0-prod/Android 7.0/samsung SM-G955F-AM|MRHSession cookie not present or empty, client: 83.47.20.181, server: sso.atlasottint.sky.com, request: "GET /es/login_ext?username=avenrodriguez@gmail.com×tamp=1505245060&checkHash=44e97636fd210cb1eb8b3ec5962edd827f540fdd89eebfad96b4be7a20b9866a HTTP/1.1", host: "sso.atlasottint.sky.com"


could you please have a look and let me know if you need further support on logs and troubleshooting ?