"Device unsupported" error on Android for Jira or Confluence mobile app
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
During login to Jira or Confluence mobile apps on an Android device, you may see the following error:
"Device unsupported. You can't use <app> because your organization requires your device to have a hardware-backed keystore. Contact your administrator or use another device."
Solution
Check mobile app policy for your organization
Please note: the following steps must be performed by an Organization Administrator. If you are not an administrator for your Atlassian Cloud apps, you will need to contact them to investigate.
Mobile app policies are currently only available to customers with an active Atlassian Guard license.
An Atlassian mobile app policy allows you to enable a security setting labeled "Block compromised (jailbroken or rooted) devices." According to our documentation, when this setting is enabled, the following is true:
The mobile app runs a series of checks to verify the integrity of the device. If it is compromised, users are prevented from accessing your organization's data within the app.
Android devices require Hardware-backed Keystore to access the content.
Atlassian reviews and updates the checks regularly to address new device exploits.
Android devices that were either jailbroken/rooted, or experience device certification issues, will be detected as non-compliant, and login will therefore be prevented with the error as mentioned above. If you prefer, you can uncheck this setting to allow users on such devices to access your site through the mobile app.
Troubleshoot device unsupported errors
If you prefer to keep this setting enabled, you can troubleshoot the error to hopefully allow the affected device access.
Perform device integrity check
If the affected device is not jailbroken/rooted - ask the device owner to perform a Device integrity check via the Android Developer documentation instructions. The integrity check API must return MEETS_STRONG_INTEGRITY, otherwise the device will continue to be blocked.
If device integrity check fails
If the strong integrity qualification is not met, or the mobile device check returns the error:
"Couldn't fix device certification issue. There was an issue found with your device. Follow the learn more link below for suggestions on how to fix it."
You can submit an error report to Google to investigate the problem further. Follow the steps listed in Google's documentation under "Device is certified."
If you're unable to resolve the error through these channels, you can raise a ticket with Atlassian support. Please provide screenshots and a thorough list of the steps you've already followed to try and resolve the problem.
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