P3 - Cloud NOS: PT worten.cloudcc.nos.pt - Unable to login mobile app

Update timeline

1. investigating Jan 05, 2026, 12:43 PM UTC

   We are currently investigating this issue.

2. identified Jan 05, 2026, 12:56 PM UTC

   Issue is only happening with the mobile APP. There were no interventions scheduled. We have identified via the LOGs that some users can login, so it is not affecting all of the customers. We are able to login with the Support team account login.

3. identified Jan 05, 2026, 01:18 PM UTC

   Support team is able to replicate but DEV team is not able to replicate with the same user. We see successful login from several users. Requesting tests to the customer. DEV team login requests are reaching NGINX. Support team requests are not reaching NGINX. Support team gets the same error when trying with the 5G network. DEV team will try to replicate the domain to see live LOGs in the screen and share the results with the team once this is done.

4. identified Jan 05, 2026, 02:12 PM UTC

   We are still waiting for DEV team to replicate the domain to see the live LOGs in the screen and share the results so that we can continue troubleshooting.

5. identified Jan 05, 2026, 03:16 PM UTC

   DEV team continues to have difficulties to understand the root cause, changing the app to have more details about the error. New tests have started to try to reproduce the error while DEV team is trying to compile another APP version.

6. identified Jan 05, 2026, 04:31 PM UTC

   DEV teams continues to try and determine the root cause of the issue. It could be related to NOS certificates, there is already one intervention scheduled for tonight to update some certificates in order to have fix the certificates missing in the trusted chain. Still it is not clear that the tonight's intervention will solve this current issue.

7. identified Jan 05, 2026, 05:55 PM UTC

   We have just updated Android mobile phone to version 16 and we are now able to login using the Mobile APP in a device that was not able to access previously. We have narrowed the error... now it is only happening with Android devices with version 15 or lower. We are taking this approach as a work around, the tonight's intervention should be able to fix the error in all other devices otherwise we will need to continue the troubleshooting.

8. identified Jan 05, 2026, 07:47 PM UTC

   Waiting for tonight's intervention (NOS Certificates Updates) to see if this is solving the problem for old Android devices with version 15 or lower.

9. monitoring Jan 06, 2026, 09:45 AM UTC

   A fix has been implemented and we are monitoring the results.

10. resolved Jan 06, 2026, 10:46 AM UTC

    This incident has been resolved. The intervention that took place to update the NOS Certificates solved the issue in all devices.