> For the complete documentation index, see [llms.txt](https://docs.theconfigteam.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.theconfigteam.com/prebilt-for-im-wm-strm/support/troubleshooting.md).

# Troubleshooting

<details>

<summary>Uncaught SyntaxError: Unexpected token</summary>

The Android device can make a connection to the SAP system, but you receive an error prompt before the device's main menu appears. If you attempt a second login you will see that the previous session was created and you are asked to deactivate It, but then receive the same error once again and can go no further.

<figure><img src="https://3149936122-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2CkvzIq48sLzTY4bfcWl%2Fuploads%2FbjuzFGpfPiB0DYuzQRw6%2Fimage.png?alt=media&amp;token=9f2accad-5f2c-4205-a276-3e3e48a2adcb" alt=""><figcaption></figcaption></figure>

(This issue may affect SAP and may be prevalent on all platforms.)

This affects (but is unlikely limited to) the stock Honeywell CT50, CT60 & CK75 devices which ship with old versions of the following apps:

* Google Chrome
* Android System WebView

&#x20;Updating these apps should resolve this issue.

</details>

<details>

<summary>Not possible to login using Android Release version</summary>

When using a release version of the Android Mobile client, it is not possible to login.

However, when building a debug version of the .APK file, the authentication works. Another symptom is that when using the HTTP connection instead of HTTPS, then the authentication works or that it is only possible to login using Android versions 6 and older.

The cause of the issue is that the default network security changes have undergone some changes for the different Android versions.

For Android 6 this was the default:

<figure><img src="https://3149936122-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2CkvzIq48sLzTY4bfcWl%2Fuploads%2Fj4108q9DFrk1zLeDTBPo%2Fimage.png?alt=media&amp;token=58dd3f80-5efc-476c-96f6-b7acbaee56aa" alt=""><figcaption></figcaption></figure>

If you are using the Neptune platform the following option is avialble:

**Use the built in Android security option in the Neptune Cockpit** (available from DXP 21).

![](https://3149936122-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2CkvzIq48sLzTY4bfcWl%2Fuploads%2FOA6Hfj2Zo0qZMyQX6Qk1%2Fimage.png?alt=media\&token=21e5a18e-7682-46c9-867a-80c36c48c0d5)

These options will allow you to use the company’s CA/self-signed certificates for the network connection. There are 2 checkboxes, and you may need to check on the User certificate, as the System certificate is defaulted.

If the customer is using an external identity provider such as AZURE AD or OKTA, which has an SSL certificate issued by a public CA then  the System Certificate should also be checked on.

If necessary you may also make changes to the generated network\_security\_config.xml before uploading the ZIP file to Neptune MBS.

One example may be to add the domain and sub-domains.

`<domain include subdomains = [”true” | “false”]>example.com </domain>`<br>

Alternatively, for non-Neptune users, you may need to **configure a custom certificate** or **use a public CA**.

</details>

<details>

<summary>Unable to login PreBilt</summary>

Review the following:

#### Connectivity

* SAP system available
* Network connectivity confirmed
* Hostname resolves correctly

#### HTTPS

Ensure the application is being accessed via HTTPS where required.

#### SAPUI5 Version

An incompatible SAPUI5 version can result in login failures, loading issues or blank screens.

#### Browser Developer Tools

Open browser developer tools and check for:

* JavaScript errors
* Failed network calls
* Missing frontend resources

#### Recent Frontend Changes

If the issue appeared after:

* An upgrade
* A frontend deployment
* An APK rebuild

review those changes first.

</details>