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    Contact OneSpan Support
    • 26 Nov 2024
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    Contents

    Contact OneSpan Support

    • Updated on 26 Nov 2024
    • 1 Minute to read
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    Article summary

    When you contact OneSpan Support, collect as much information from Data required by OneSpan Support as possible and send it to support@onespan.com.

    Data required by OneSpan Support

    Data to provide

    Where to find it/source of information

    Example

    Contract ID

    OneSpan Customer Portal / OneSpan Mobile Portal

    • VDSB-3087-124720

    • TEST-1705-30554

    You can take a screenshot of the portal with this information.

    App Shielding configuration name

    OneSpan Customer Portal / OneSpan Mobile Portal

    • iOS-TEST

    • ANDROID-DEEP_SCAN

    You can take a screenshot of the portal with this information.

    Shielding number (if applicable)

    On the OneSpan Customer Portal or OneSpan Mobile Portal, go to All Shieldings.

    #105721

    You can take a screenshot of the portal with this information.

    Description of the issue

    From the team experiencing the issue

    • The app cannot be shielded.

    • The app is crashing.

    • The app does not detect anything.

    Device model and OS (if applicable)

    In the device settings

    • Samsung Galaxy S10 SM-G973F Android 10

    • iPHONE X iOS 14

    App specifics and recent changes

    From your PM/dev team

    • Using cross-platform IDE – CORDOVA / XAMARIN

    • Bitcode is enabled

    • Code obfuscation with DexGuard / ixGUARD

    • Used to work with App Shielding 3.5

    • Mobile Security Suite SDK updated from 4.20.0 to 4.25.1

    • Upgraded Xcode from 11 to 12.

    • Upgraded MacOS from Mojave to Catalina

    Metadata

    From the shield %MTDT% tags

    • REASON = 05

    • ROOT = B58A71

    Deobfuscated crash log

    From the device or from Play Store/Apple Store

    APK/AAB/IPA

    Export from the relevant app store, the OneSpan Customer Portal, or from the OneSpan Mobile Portal.

    OneSpan Support will provide an SFTP for the shielded and/or unshielded app (if needed).

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