BIM 360 Team - Android app not compatible with Galaxy S7?

[candersonFG646]

Apparently today i found out that the BIM 360 Team android app is not compatible with my Galaxy S7. I have no idea why. I installed it on my Nexus 10, which is many many years old, and runs android version 5.0.

Im running android 7.0 on my galaxy, but apparently the BIM 360 Team app & the A360 app do not even appear in google playstore app search list. I did contact support and they forwarded me the web link to download the BIM 360 Team app from google playstore, and attempting to remote install it, it indicated that my device was incompatible with the app.

Any idea why? App's details says it works on android version 4.1 and up. So i dont understand how this could possibly be incompatible.

[mespaillat]

Hello @candersonFG646,

I own a Galaxy S7 (on Android 7.0), and found both apps on the Play Store. I was also able to download and install the app(s). Please see my specs below and respond in kind for further assistance.

Can you (if acceptable to you), respond with some device specifics?

Have checked to see if software updates are pending for your device?

Galaxy S7

Model: SM-G930P

Android Version: 7.0

Android security patch level: December 1, 2017

Software version: G930PVPU5BQL1

Build number: NRD90M.G930PVPU5BQL1

Please advise.

Regards,

mespaillat

Autodesk Support Team

[mespaillat]

Hi @candersonFG646,

Did you have an opportunity to review my response? 

If you found the response helpful, please click the ACCEPT AS RESPONSE button.

Thank you for choosing Autodesk!

Regards,

mespaillat

Autodesk Support Team

[candersonFG646]

My galaxy s7 has the most recent software updates. I confirmed that there are a couple people in my office who also have a galaxy s7, and they can all download the app. We all have the exact same software versions, and all of the versions you have listed.

The app does not appear in my apps store search, and when trying to install the app from a desktop, i get the message seen in the attached image i provided in my original post.

[candersonFG646]

No, there are many others in my office who also have a galaxy s7.

It still does not show up in my apps store, and no one can figure out why. I have the most recent software updates.

[mespaillat]

Hi @candersonFG646,

I am sorry to hear you are still having issue finding these apps in the Google Play Store.

Have you tried to login to the Google Play store directly from a web browser and installing/sending it to your device that way?

I understand this does not resolve the issue of the apps not displaying in app on your device, but it may be an effective workaround. I can only assume there may be an issue with the Play Store app on your device or it is out of date. You can try to clear the app data or cache in App settings on your device and see if that corrects the issue.

If there is a newer version of the Play Store app, try updating and see if the Autodesk BIM 360 Team and A360 apps appear. The last resort would be to factory reset your device and see if that corrects the issue (in case the issue/cause goes deeper that the Play Store). I never recommend this action because of a single app, in this case I will leave it at your discretion.

If any of these suggestions helped resolve this issue, 

please click the ACCEPT AS RESPONSE button.

Thank you for choosing Autodesk!

Regards,

mespaillat

Autodesk Support Team

[candersonFG646]

The attached "Install.JPG" is a screenshot of me trying to install the app from a web browser on a computer. What i refer to as remote install. My device shows up as incompatible but for whatever reason i was able to install it on my tablet which is many years old (6+)

I have gone through my entire phones settings. The phone software is up to date, the security software is up to date, the app store is up to date. I have cleared all cache in the entire phone, and cleared all data in the playstore apps. I am very technologically literate, and believe me this is not a ISP technical support phone call asking how to unplug and plug in my router to get my internet back. (not being derogatory towards you)

It really does seem preposterous to have to factory reset for a single application. Why cant i see it but others can who are running the exact same phone, same android version, and same everything. What is different? I have alot of data i dont really want to have to get rid of or back up. Seems like factory reset is literally the last available option for this though. Then if it doesnt work, ill be ready to throw the phone out the window.

[mespaillat]

@candersonFG646,

I completely understand how frustrating this can be, and will do all I can to help you. I hope my comments or responses did not offend you. Please avoid the factory reset, it it is only a last resort that most carriers and manufacturers recommend when all troubleshooting options have been exhausted.

In my previous response, I mentioned clearing the Play Store app data or cache. Did you try this as well? Please excuse the repetitive question(s), I do not recall you confirming if you tried this. Can you please provide some of the specs I originally requested to see if there are know issues with your specific model/variant of the S7 and reports of incompatibility with certain apps?

Thank you for choosing Autodesk.

Regards,

mespaillat

Autodesk Support Team

[candersonFG646]

Yes i tried clearing all the cache. Didnt work. Everything is up to date already.

Model: SM-G930V

Android Version: 7.0

Android security patch level: January 1, 2018

Baseband version: G930VVRS4BRA1

Build number: NRD90M.G930VVRS4BRA1

Playstore version: 8.5.39.W-all [0] [PR] 178322352

Do not worry about the aspect of being offensive. Its better that you know what i understand so we can avoid doing unnecessary steps. If theres anything else you think you might need let me know.

[mespaillat]

Hello @candersonFG646,

I appreciate you taking the time to speak with me today.

As a re-cap to our discussion, please see the suggested actions below:

1. Download and install Samsung Smart Switch on your PC
2. Connect your device to your PC
3. Make a full back up of your Galaxy S7 (apps, app data, photos, files, settings)
4. Perform a Factory Reset
5. Once the factory reset is completed, go through the initial setup process
6. Once the initial setup is complete, go tot he Google Play Store app
7. Search for A360 or BIM 360 Team mobile apps
8. Download install one or both
9. Verify you are able use the apps
10. Connect your device to your PC
11. Restore any/all backed up data

I will follow up with you this Monday to see how these steps worked for you.

If any of these suggestions helped resolve this issue, 

please click the ACCEPT AS RESPONSE button.

Thank you for choosing Autodesk!

Regards,

mespaillat

Autodesk Support Team

[candersonFG646]

It seems that the factory restore did not work. Still cannot see the BIM360 Team app. I am at a loss here, and will probably have to get a new device. Thank you for taking the time to look into this.

[mespaillat · Accepted solution]

Hello @candersonFG646,

I am really sorry to hear that after all your effort and troubleshooting, this issue was not resolved. I am also at a loss with regards to how a known compatible device would behave this way. A factory reset of the device should have cleared out any file/OS corruption, if it played a role at all in this issue.

I have a hard time believing your current device is incompatible and would like to offer one final solution I found on the Google Play Help Forum of all places .

Reference: Your device isnt compatible with this version 

There are several solutions/workaround's suggested in the post that worked for other S7 owners. If you are up to it and have not replaced the phone, please give these a try and advise if it resolves the issue.

I am hopeful this will work for you and look forward to your feedback.

If any of these suggestions helped resolve this issue, 

please click the ACCEPT AS RESPONSE button.

Thank you for choosing Autodesk!

Regards,

mespaillat

Autodesk Support Team

[candersonFG646]

So i changed the resolution to FHD, and deleted all of the app data for all of the playstore apps.

I restarted the phone, and the app shows up in the playstore now. I literally never EVER would have considered this to even be possible. But it worked. What a bug!

[mespaillat]

Hello @candersonFG646,

I am glad the information I sent helped resolve the issue. I have owned and used Samsung Galaxy S devices since the 1st generation, but I have never experienced an issue like this.

I want to thank you for your patience while we investigated this for you.

Thank you for choosing Autodesk Support.

Regards,

mespaillat

Autodesk Support Team