System Issues: Tapestry

Description:

Some Retail Teams may have seen the message "Let's try something else" or may be missing the option to use their security key (ex: only "certificate or smart card" option visible) when attempting to open Magenta Welcome. This is due to the security key enforcement that started on 4/30/2025, and may be caused when users sign into UKG Pro first for the day by approving a phone notification prior to signing into Tapestry using the security key.

Workaround (updated 4/27/2026):

When Retail Teams see this message:

1. REQUIRED: Ensure passkeys are setup on the Authenticator app on the phone.
2. Clear Tapestry cache via the user profile icon at the top right corner in Tapestry > Clear Cache > Clear Now.
3. Swipe Tapestry out of memory
4. Important: When logging back into Tapestry or Magenta Welcome or DASH or Rebellion, if prompted to approve a sign in notification on the phone, choose "Sign in another way", then the security key option. Do NOT use the phone sign in method.
5. If issue persists, Perform a Return to Service, then, set the REMO up using the security key and not the e-mail or the Authenticator app on the phone
6. Once logged into the Setup app using the security key, the 12+ digit REMO passcode is setup, the device is registered through Self Service and logged into zscaler, wait several minutes before attempting to sign back into Tapestry using the security key.
7. File a ticket under the "Lets try something else" error or no option for security key" Quick Ticket category.

To prevent this issue from reoccurring:

• Only one user should be signed into an individual REMO at any given time. 
  • Having multiple users listed in the sign-in screen may cause this issue to reoccur. 
• At the end of shift, swipe all apps out of memory (other than zscaler but including Tapestry), then leave the REMOs plugged into the Health Charger to prevent similar issues.
• When launching Tapestry after signing into UKG Pro, always select "Sign in another way", then "Face, fingerprint, PIN or security key".
  • IMPORTANT: Never use the "approve a request on my Microsoft Authenticator app" or the "Push notification" option or enter in the T-Mobile e-mail address. Always use the security key when signing into Tapestry and other apps on the REMO.

Impacted Systems

• Magenta Welcome
• DASH
• Rebellion
• Tapestry and other apps within Tapestry

Ticket: PRB10010362

Description

Retail Teams may be asked to enable location access when attempting to log into Tapestry but may not see the option when tapping "Open Tapestry Settings" on the prompt.

Workaround

1. Swipe Tapestry out of memory
2. Go to the REMO home screen
3. Open the iOS Settings app
4. Tap "Privacy & Security" on the left
5. Tap "Location Services" on the right
6. Ensure "Location Services" is enabled at the top
7. Tap "Tapestry" in the list in the "Location Services" page
   • If Tapestry is missing from the list, ensure iOS is up to date, and re-install the Tapestry app from the Self Service app, then do a full reboot of the REMO
   • After the re-install of Tapestry and reboot of the REMO does not show Tapestry under Location Services, attempt a Return to Service of the REMO.
8. Select "Always" from the list
9. Enable "Precise Location"
10. Reattempt to log into Tapestry

Impacted Systems

• Tapestry

Description

When converting from a physical SIM (pSIM) to an electronic SIM (eSIM), the "Replace eSIM and Save" button is not visible, preventing the changes from being saved.

Workaround

Retail Teams can call RSL to perform the pSIM to eSIM conversion for the customer.

Impacted Systems

• Tapestry

Description

Retail Teams may be unable to print to the Brother Label Printer even when the printer is on and connected, and see the error "Unable to print label".

Workaround

Corporate Stores

1. Open the iOS Settings app
2. Privacy & Security tab on the left
3. Local Network
4. RemoPrint application
5. Toggle on
6. Reattempt to print label

Authorized Retail Stores

1. Ensure both the REMO and the Brother Label printer are on the current REMO wi-fi network.

Impacted Systems

• Tapestry
• REMO Print

Description

Retail Teams may see the error "Network Error - Failed to get account verification data from server: Error in getAccountVerificationData. Could not parse XML" when loading certain accounts in Tapestry.

Workaround
This is due to an unrecognized character in the account in Samson. Follow the workaround instructions listed. Do not file a ticket with the Service Desk.

Retail

1. Call RSL to remove the unrecognized character in the "Special Instructions" field or the "Additional Line" fields in Samson.

Care / RSL

1. Open the affected account in Samson
2. Access the Special Instructions page for the account
3. Remove any unrecognized characters in the "Special Instructions" field (usually the dash in "t-mobile.com" in the instructions notes), then save the changes.
4. Remove any unrecognized characters in the "Additional Line" field (Samson > BAN Profile tab > Double click "Contact Information" > check for any unrecognized characters in any of the fields), then save the changes.
5. Have Retail try to open the account again in Tapestry

Impacted Systems

• Tapestry
• Atlas

Issue Began: 3/9/2024

Description

Retail Teams may encounter an error when attempting to process returns for Coverage Devices.

Workaround

Use the workaround instructions listed. Do not file a ticket with the Service Desk.

Retail

Call RSL to process a ship back return.

Care / RSL

If an error is experienced while attempting to processing the return, see Coverage Device Programs & Returns for next steps.

Impacted Systems

• Tapestry