PRTG for Android login problem

Are you using your actual passhash as password in the android app? You'll have to use the original password instead :)

Hello Stephan Linke,

Thanks for your reply. I am using the original password.

As far I understood the passhash is used when doing things over API methods, not to send the original password in cleartext or similar.

Can't recreate this problem. Can you try using our demo PRTG server? Server is demo.prtg.com, username is demo, password is demodemo - does that work?

I can confirm we are having similar issue on a new Samsung Note 5 5.1.1 with 16.1.2 PRTG for Android. Our PRTG version is v15.2.17.2804.

As mentioned before, can you try to login to our demo server? If so, you mgiht want to update your PRTG - yours is about 7-8 months old.

Hello,

I can log on to the test server. Somewhere on the knowledge base I read that strange characters in password might be the cause for this, so I even tried with "dumb" password, but no luck. I am not so happy to do a mobile phone factory reset :-) , in order to troubleshoot things further. Will try to find / download some Android like "total app remover", because I am not sure now what causes this. No apps were installed on that phone for some time. If you, or the other readers have some suggestions, I will be happy to hear them. Thanks.

Have you tried a different user already? Since we can't reproduce the problem, this will probably be a tough one to debug... :/

Hello,

Yes, when the problem started, I switched from the original user to freshly created one ( just for this purpose ). I know this is "per device" problem, and should be working out of the box, since connection to the demo server works. Anyway, we didn't change nothing in our environment ( FW rules, port forwarding etc. ), so it probably must be somehow connected with the phone itself. I will maybe try to download an older copy of PRTG for Android "*.apk", and try with that one. The last resort is to factory reset the phone ( and hope for the best ).

Thanks for your effort. Since we exhausted all possible advices / tips, you can mark this request as closed. If I ever find a solution, I will get back to you with the steps / results, for public benefit.

Brgds, Dag

I have the same problem. Can't log into the test server or the actual server that monitors our network. "Error I could not retrieve the passhash. Perhaps you rpassword is wrong?" I simply selected the "Try our demo server" option. Wasn't asked for a user or password. :-(

Can't scan the QR code for logon either. It doesn't scan the code, or at least there's no response when the QR code is in the camera windows from PRTG for Android. Other scanning apps work fine.

PRTG for Android: v 16.1.3 Android: 4.4.2

I am having the same issue with a new Samsung S running Marshmallow 6.1 I am unable to setup first user in the app. I am receiving the same error as shown above.

Hello scater,

Did you try the steps right above your post?

If you've tried that and are still not able to access PRTG with the Mobile App, I must ask that you contact us via a support ticket and provide us an account and URL for testing.

Best Regards,
Luciano Lingnau [Paessler Support]

I am having the same passhash error message.

The message is "Error I could not retrieve the passhash. Perhaps your password is wrong?"

I am using PRTG VER: 16.4.28.7339
Samsung Galaxy s7 edge version: 6.0.1
Samsung Note 3 version:5.0

Both phone have same error massage.

I have tried:

1. Create new user
2. Reinstall the android app PRTG
3. Factory default my phone

Still getting same result.

How can i resolve this?

Thank you Jeffrey Ong

Hello jeffrey,

Did you try the steps above?

If you've tried that and are still not able to access PRTG with the Mobile App, I must ask that you contact us via a support ticket and provide us an account and URL for testing.

Best Regards,
Luciano Lingnau [Paessler Support]

Use ip instead of hostname.i was having the same problem.

Hello canivari,
hello all,

everyone who encounter issues such as "Error I could not retrieve the passhash. Perhaps your password is wrong?", using Android 7.0 and above, please check this article.

In most cases this error message is been caused due to a missing D-H key on the PRTG Core Server. The linked article describes how to solve it.

Best regards,
Sebastian

"Hello, thank you for your post.

If you're using the Android App, please perform the following to remove all accounts and then re-add your account.

Within the App, head to "Settings". Click-and-hold existing accounts to be able to delete/remove them, remove all existing accounts. Select "Add Account" enter your server's name, protocol and port, and your Username/Password for the web-interface. If that fails, please make sure that your server is reachable (try reaching it via the browser on your phone for example).

Best Regards,"

Good morning ! In my case it fails so I had look on my phone browser to make sure that my server was reachable. That's the problem, my server is'nt reachable outside my network. How can I fix it. The adress of my prtg server is private , but I want to keep it like that. Could I use another one for checking my equipement analyse when I'm out of my network ? Thank you !

Hello divala,

Thank you very much for your reply.

To make the PRTG Core Server publicly available, you have to do some configuring within your own network and your firewalls. The configuration of firewalls differ from vendor to vendor, that's the main reason why we are not able to explain it step by step. Basically, the requirements are:

• create a NAT rule from a public IP address to the internal IP address of the PRTG address (basically port-forwarding)
• open port 80 for HTTP or (preferably) 443 for HTTPS
  

Best regards,
Sebastian

Hello, I have been encountering this problem for some time on my server and just realised why.

From the WAN, my server is accessible via prtg.example.com however locally I append something to every device on the network and add DNS entries when IP's are given out, resulting in the server bring called prtg.eg.example.com.

PRTG must have performed a reverse lookup on it's IP at some point during setup or since, and update it's DNS name to prtg.eg.example.com. I realised this when I went to add the server to the app using the QR code, and it was trying to resolve prtg.eg.example.com instead of prtg.example.com

Once I updated the DNS name to my desired / the correct FQDN prtg.example.com "System Administration \ User Interface" it worked immediately locally and remotely.

Thanks,

Will