T-Mobile USA App for Android 6.7.1.5 not working

sfware

    Since upgrading to the T-Mobile USA App for Android 6.7.1.5, it no longer works on an unlocked non-rooted Motorola G3 (Motorola G 3rd generation) with 2GB RAM and 16GB ROM. The prior version of the app (maybe 6.0.1.40?) worked most of the time. I have tried every known researched and suggested resolution options, including, but not limited to, deleting and reinstalling the app (probably at least a dozen times), rebooting the phone, changing T-Mobile password, clearing cache and data, force stop and restart, booting into recovery mode and clearing the phone system cache, deleting other apps, etc., etc., etc.

     

    I have called T-Mobile support (very nice and trying to be very helpful), have engaged Executive Response (very nice and trying to be very helpful) and tried all known T-Mobile support options. So getting support is "an issue" when the T-Mobile app is not working, the my.t-mobile.com "Message Us" always says "Session expired" (will start a new discussion later on that one) and the Support Community access is/was deactivated and no T-Mobile email support option. A big thanks to Meisha via T-Mobile support call center and tmo_marissa for getting my Support Community access reactivated!

     

    Anyway, when I upgraded the app and try to run after allowing all options, I always get into a recursive situation where the first attempt to run the app says "Getting your info" then "... technical difficulties ...", exit with "Not now", then the second attempt says "And done" then "... cannot authorize your account ...".

     

    Here are the screenshots in the order of this wonderful (not!) recursive problem:

     

    Screenshot_20180322-083938.png

     

    Screenshot_20180322-082821.png

     

    I select Not Now and here is the second set of screenshots:

     

    Screenshot (Mar 22, 2018 08_40_43).png

     

    Screenshot (Mar 22, 2018 08_28_44).png

     

    Anyone else experienced this and can offer a solution?

    Thanks!

    Steve.

      All replies

      • tmo_amanda

        Ouch, you're right, sfware - this sure does make it hard to get support when you need it. I'm happy to hear that Marissa was able to restore your Support Community access. As for the app, when you worked with our teams over the phone (CARE and Executive Response), did they file a ticket with our Engineers? We had an issue similar to what you're talking about happen last week but it has since been resolved per our Engineers. 

        • sfware

          Re: T-Mobile USA App for Android 6.7.1.5 not working

          Hi Amanda,

           

          Yes, I think that there were multiple tickets opened for me last last week. The one for the app not working is/was 1270126, I think. (Another one for Support Community access is/was 1270379, I think, and is resolved, as you can probably tell. ;-) But I may have the tickets and related issues reversed in my note scribbles - I would like to be able to review all of my T-Mobile support tickets, but I digress. If 1270126 is the right ticket for the app not working, it should still be open, as the app is still not working, as noted in my initial post here. If the ticket was closed as resolved, I/we need to open another ticket as it is not resolved, at least for me this evening. And you may want to look at all of the T-Mobile USA app reviews at Google Play for this latest version of the app, as some of the 1 star reviews are from others where the app is not working.

           

          Thanks,

          Steve.

            • tmo_mike_c

              I'm glad you're able to use the Support Community but we do wanna make sure we can get app working too. Filing a ticket is the right way to go. Have you gotten any updates on it? What were you told after it was filed for you?

                • sfware

                  Mike,

                   

                  I called TMO support to get a status update on my ticket(s) but the agent wanted to open a new ticket for the app not working and take full ownership of the problem until resolution - sounds like a good plan. It looks like in the text he sent me it says trouble ticket # 19214331 although earlier in the call he read out ticket # 27182856. And he mentioned that trouble ticket # 27179563 is for the Message us/Chat not working (from a laptop with Firefox for Linux). Since both of these are possibly authentication/SSO related, I will try to get them both worked together by same engineer or engineering team, if/when I get a call back from the support agent with this most recent ticket status. But note that I have mentioned on prior support calls and to Executive Response that there is a possibility that these 2 issues are related.

                   

                  As a customer, I REALLY would like to at least view the tickets to be able to assist in problem resolution (and for full transparency ;-). I realize that the current TMO ticket system is for internal use only. I was a bit disappointed that I was unable to easily call and get all current open and/or recently closed ticket numbers and the problem description text and last update status - that was the intent of my call. I would gladly accept a call (or email ;-) with all of the trouble ticket information associated with my account!

                   

                  But looking forward to a resolution (soon) with the app not working as my notes indicate my first call to TMO support was on 27FEB2018, or about a month ago (but what's the rush ;-). I'm trying to be fairly patient as I can get to my account info. at my.t-mobile.com and via the USSD/##### codes.

                   

                  Thanks, and take care,

                  Steve.

              • tmo_mike_c

                Hi again. I see it's been a few days, but I'm curious if you've gotten an updates on your ticket. if so, please let us know how things are going. Thank you.

                • sfware

                  Re: T-Mobile USA App for Android 6.7.1.5 not working

                  Have not heard a thing, but thanks for checking.

                  Steve.

                  • sfware

                    Re: T-Mobile USA App for Android 6.7.1.5 not working

                    My Executive Response Specialist said this yesterday afternoon:

                     

                    "We have identified the issue and it seems to be with non-T-Mobile devices.  My team is working toward a fix but has not found the resolution as of yet.  I will keep you posted as I receive updates."

                     

                    So still just waiting "patiently"! ;-)

                     

                    Appreciate the TMO Community Support team checking and follow-up.

                    Take care and thanks again,

                    Steve.

                     


                    • sfware

                      Re: T-Mobile USA App for Android 6.7.1.5 not working

                      I have verified that the current T-Mobile USA app for Android version 6.8.0.16 works fine now on my Moto G3. So feel free to have the TMO support team close the ticket(s?) I have open on this issue.

                       

                      Thanks,

                      Steve.