This page is for administrators and for the person who uses the phone or tablet. Any user who sees reports in the web interface can check the label.
When this happens
- In the web interface, the Certification label of a report from the mobile app shows Warning! instead of Certified.
- A report from the mobile app has no certification label at all.
- Reports show Not certified unlicensed report.
Fix
Find what you see on the device or in the report, and do what the table says.
| What you see | What to do |
|---|---|
| The app shows App Install Source, or the app was installed from Samsung Galaxy Store, another store or a file | Uninstall the app and install it again from Google Play or the App Store. If it then asks for activation, ask your administrator for a new invitation |
| The app shows Developer mode | Tap Open settings and turn off developer options |
| The app shows “Google Play Services” missing or Play Store update required | Install or update Google Play services and the Google Play Store app |
| The app shows Inaccurate Time, or the device clock is more than 24 hours off | Tap Open settings and turn on automatic date and time |
| The device is rooted or jailbroken. The app shows no message | Restore the device’s original system software, or use another device |
| An app that fakes the GPS location is installed. The app shows no message | Uninstall the app that fakes the location |
| No certification label, on Android 7 or 8 or with Google Play services older than 20.50.16 | Update the device to Android 9 or newer and update Google Play services. If the device cannot be updated, use a newer device |
| Not certified unlicensed report | Your organisation has no paid licence. See Trial, licence and deactivation: common questions |
Reports sent after the fix can be certified again. The certification label of a report that was already sent does not change, except for Not certified unlicensed report, which depends on your organisation’s licence.
Why it happens
Venzeo™ certifies a report only when the device passes security checks by Google Play Integrity or Apple App Attest and shows no sign of tampering. Warning! means that one of these checks failed, so Venzeo™ cannot confirm that the photos, time and location are genuine. No label means that Venzeo™ does not have enough information to decide, for example on an older Android version. For the full list of requirements, see Mobile device requirements (Android and iOS).
If the phone does not activate at all, see A phone doesn’t activate.
Still not working?
Write to support@venzeo.com. Include the device model, the operating system version and the ID of an affected report.