Pivotal UX Client 6.6.5.1.309: Mobile Login “Sign-in” Button Does Nothing (Android Browsers)

Solution

Symptoms

On mobile browsers (reported primarily on Android Chrome), the UX Client login page loads and accepts credentials, but the Sign-in button:

• Appears tappable, yet does not trigger login.
• Does not generate a network request when tapped (no authentication call is made).

Additional symptoms that may appear during investigation (not always present on mobile):

• JavaScript error (example): "Unable to get property 'result' of undefined or null reference"
• Missing static assets (examples):

404 /PivotalUX/scripts/resources/startup/sass_styles.css
404 /PivotalUX/resources/locale/ext/ext-locale-en_US.js

In some testing (for example, Mobile Firefox), you may also see a “browser was not supported” message.

Affected Version

• Confirmed impact: Pivotal UX Client 6.6.5.1.309 (mobile login defect)

Cause

This behavior was confirmed as a product defect affecting mobile login in UX Client 6.6.5.1.309.

While missing resources such as sass_styles.css may appear as 404s, they were determined to be unlikely to be the root cause of the “Sign-in button does nothing” behavior (no action and no network request).

Troubleshooting & Diagnostics

1) Confirm the failure mode on mobile

1. Open the UX Client login page on the mobile browser:

   https://your_instance.domain.com/PivotalUX/index.html

2. Enter credentials.
3. Tap Sign-in.
4. Confirm whether any UI state changes and whether any Network activity occurs when tapped (in this defect case: none).

2) Review configuration consistency (web.config)

• Verify the deployed web.config aligns with the installed UX Client version baseline.
• If web.config originated from an older release and was merged forward, re-check version-specific defaults and required keys for the installed version (a mismatch risk was noted when the header referenced an older UX Client baseline while runtime was 6.6.5.1).
• If a custom application or custom scripts are loaded, temporarily disable or isolate them in a non-production test to rule out event-handler overrides that may affect mobile behavior.

3) Capture Android Chrome diagnostics using Chrome Remote Debugging (recommended)

Use Chrome Remote Debugging to capture console errors and network behavior from the mobile session, specifically at the moment the Sign-in button is tapped.

1. On a desktop/laptop with Chrome, open:

   chrome://inspect

   Enable Discover USB devices.

2. On Android:
   • Enable Developer Options (tap Build number 7 times).
   • Enable USB debugging.
3. Connect the Android device to the computer via USB and allow debugging permissions.
4. In chrome://inspect, click Inspect for the mobile tab showing the UX Client login page.
5. Attempt login on the phone and capture:
   • Console messages (errors/warnings)
   • Network activity (confirm whether tapping Sign-in triggers any request)

Resolution / Mitigation

Option A (Mitigation): Roll back UX Client to a prior known-working version

If business impact is high and the official fix is not yet available, revert UX Client to an earlier version known to work on mobile in your environment.

Important supportability note: Mixed-version environments are not supported (UX Client and Pivotal Business Server should be on the same version). Even if a rollback appears to work in practice, treat it as a temporary mitigation and plan to return to a supported same-version configuration.

High-level steps:

1. Back up the current UX Client deployment and configuration, including:
   • web.config
   • Custom script bundles / custom application scripts
   • Theming assets
   • Any custom application resources
2. Deploy the earlier UX Client build (your previously working version).
3. Re-apply only required, minimal configuration changes.
4. Validate mobile login (see Verification).

In at least one validated environment, reverting UX Client from 6.6.5.1 to an earlier version (reported as 6.6.1) restored mobile functionality.

Option B: Wait for the official fix (full package release)

An engineering fix will be available in the next upcoming release. The fix is expected to be delivered as a complete package release, not a UX-client-only patch/hotfix. Please refer to Download Portal for release information.

Related Note: sass_styles.css Generation (if missing)

If you see a 404 for:

/PivotalUX/scripts/resources/startup/sass_styles.css

This file may be generated by the theming build process (for example, running a provided build script such as compile.cmd, per theming readme/instructions). Generating Sass output may require installing a Sass toolchain (for example via a package manager such as Chocolatey).

Important: Because the generated CSS output can be influenced by customization and layout, replacing it with a “stock” CSS may change the page appearance. The missing CSS was considered unlikely to be the root cause of the defect where Sign-in triggers no action and no network request.

Verification

1. On a mobile browser, load:

   https://your_instance.domain.com/PivotalUX/index.html

2. Enter credentials and tap Sign-in.
3. Confirm:
   • A network request is generated on tap
   • Authentication completes and the application loads
4. Navigate into multiple forms and confirm fields and icons render correctly (no blank data, no missing icons).