Troubleshoot common issues

Available in Classic and VPC

You might run into the following problems when using App Safer. Find out causes and possible solutions.

App installation error

The app with App Safer applied is not installing on the device.

Cause

If you used the simple application method during app registration, the developer signature is required after applying App Safer. Even if an already signed APK file was uploaded, the signature is removed during the security solution application process, so it needs to be re-signed.

Solution

Sign it by using apksigner.

apksigner sign --ks <keystore_file_path> --ks-key-alias <keystore_alias> --out <output_apk_path> <input_apk_path>

The following is a writing example.

apksigner sign --ks /Users/AppSafer/Keystore/appsafer.keystore --ks-key-alias appsafer --out com.navercloud.appsafer_signed.apk com.navercloud.appsafer.apk

App Safer application failure

Failed to register through Android APK simple application.
Failed to register through iOS or Android SDK integration.

Cause

An APK with an already applied security solution was registered.
3rd party SDK-related packages were excluded.
An incorrect App Safer key was applied.

Solution

For Android APK simple application registration failure

• Check whether an APK with an already applied security solution was registered.
• Check if 3rd party SDK-related packages were excluded.

For iOS or Android SDK integrated registration failure
Ensure that the correct App Safer key was applied. To check the App Safer key, go to NAVER Cloud Platform console and navigate to Menu > Services > Security > App Safer > App Management, then click the [SDK] button for the package.

App force quit

The app with App Safer applied forcibly quits after displaying an error message.
The app with App Safer applied forcibly quits without an error message.
'terminated. I received the message "due to security issues."

Cause

There may be an issue with the App Safer key.
The device may have been blocked based on the detection policy set in App Safer.
If there is a conflict between some functions during the App Safer application process, the app may quit without an error message.

Solution

Check App Safer key
In AndroidManifest.xml, ensure that the App Safer key is correctly entered.

<meta-data android:name="com.ncp.App Safer.key" android:value="enter the App Safer key confirmed from the console" />

However, even if the correct App Safer key is entered, if the policies are not properly received, the default policy is applied. If the Developer Options > USB Debugging option is enabled, the device may be detected as blocked, leading to a proper shutdown. If there are no issues with the App Safer key and policy settings, you can check whether the app fingerprint has been collected in the Device Management menu of App Safer, and the initialization/detection logs can be checked in the event logs page.

Check detection list
If "terminated. due to security issues" toast message appears before the app closes, it is likely that the device has been blocked based on the detection policy set in App Safer. You can review the blocked detection details in the Device Management menu of App Safer.

If the app force quits without any message
For a more detailed problem analysis, attach the App Safer-related logs and APK file and send them to Customer support.

App blocking error

The app with App Safer applied is not properly blocked.
The app with App Safer applied fails to block malicious apps.

Cause

A blocking policy may not have been set.
Even if the App Safer detection pattern is functioning correctly, depending on the app's configuration, the detection may not work properly.

Solution

• App Safer blocks apps only after detecting types configured with blocking policies. Review the App Management menu to check again whether the blocking policy is correctly set in App Safer.
• If malicious apps are not being blocked, check the following settings:
  • Check permission
    • To use the antivirus function, the "android.permission.QUERY_ALL_PACKAGES" permission is required. Ensure that this permission is properly configured.
  • Check device exception handling status
    • If certain devices have been set as exceptions, they may not be detected properly. Review the exception status.
  • Check App Safer detection functionality
    • Before detection is performed, other factors might prevent the detection function from working properly. Ensure that the detection function is operating as expected.
• If all settings are correct and the issue persists, send the following information to Customer support:
  • The APK file of the developed app
  • The tested ELSA logs (if ELSA integrated)

App function error after applying App Safer

After applying App Safer, certain app functions are not working properly.

Cause

Conflicts may arise with functions related to source code obfuscation/encryption, causing specific app functions to malfunction.

Solution

Disable source code obfuscation and encryption to check if the issue is resolved. Use the following commands to disable source code obfuscation/encryption:

-keep class ** { *; }
-dontobfuscate

It is recommended to only exclude problematic source code from encryption and obfuscation while protecting the rest of the code by adjusting the protection scope.

Delete "cannot display due to security policy" message

I want to remove or edit the "cannot display due to security policy" message that appears when the capture blocking and detection function is applied.
I want to control the capture blocking and detection functions when AppSafer is applied.

Cause

This "cannot display due to security policy" screen is displayed when preventing video recording or exposure in the app switcher.

Solution

It is not possible to remove or edit this message, and capture blocking and detection functions cannot be controlled separately.

Log collection error

You cannot view logs in Effective Log Search & Analytics.
There is no menu for Effective Log Search & Analytics integration after app deployment.

Cause

The app was not configured to integrate with Effective Log Search & Analytics during app registration. The Effective Log Search & Analytics integration settings can only be configured at the app registration stage, so if it was not selected, the app must be re-registered.

Solution

During app registration, click the checkbox for Integration with Effective Log Search & Analytics. For more information, see Blocked device collection settings. Once integration is complete, a related project is created in Effective Log Search & Analytics, where you can view the logs.

Error message: "Network Error"

I received the error message "Network Error."

Cause

This message occurs when AppSafer has stopped a specific app that has protection tasks applied.

Solution

To enable the app, select the app from the app list and click the [Start] button. For instructions on restarting the app, see Stop or restart app.

Simple application compatibility guide

The App Safer simple application method encrypts Java/Kotlin classes contained in DEX files to protect against code leakage risks. However, as App Safer's encryption rules are designed to operate in typical application environments, we recommend that you verify compatibility with the application to which it will be applied.

Cause

Compatibility issues may arise between the application and the default App Safer protection policies which are designed for standard application environments.

Solution

• Check if the application is working normally to determine if a crash has occurred.
• Check if third party libraries used by the application are functioning.
• Check if the Proguard classes are working normally.
  • Security features may not work normally because App Safer cannot identify classes that are obfuscated by Proguard.