Reccurent authentification error on fp4

Using /e/OS Troubleshooting
1

Hi everyone,

Each time I turn on my phone I get a notification : “Echec d’authentification (contrôler vos identifiants de connexion)” (which is, I guess, something like “authentification error (check your login/password)”). Yet the phone has at least some connection with my murena account, since it accesses the galery and the calendar. But I do not receive e/OS updates anymore (cannot update it manually either), which I think are linked…

I have suppressed the account on the phone and created it anew, all identifiers are correct as far as I know …

The phone is a PF4, the e/OS version is 2.9-a14-20250321478214-official-FP4

Any idea about where the problem might come from ?

Thanks !

2

This is quite unusual fpr an official device.

Notice how your build_version_string includes the date 2025-03-21. The first thing you might check is your System Updater, did you just miss some notifications?

Reading from this link will show you the published builds you have missed

Was the phone bought from Murena?

If yes you could ask for official support Contact Us.

You might try this

Settings > Apps > Show all apps > top right 3 dot menu > Show system > Updater > Storage and cache > Clear storage.

Then restart the phone. Tap refresh in the System updater.

  • (Updater is Mises ä jour du systême aka Gestionnaire de mise ä jour aka org.lineageos.updater)

Authentication error of title

I would treat the above as more important … but check this

Maybe changes at the server are affecting some users (??).

Only after update, I suggest

1 Like
3

hi, thanks for responding

The phone was bought from a retail store more than 3 years ago, I installed e/OS myself.

I followed the suggested procedure and cleared Gestionaire de mise à jour storage and cache, and this time I had no authentification error at startup. When looking at the app’s authorisations, I saw that notifications had been disabled, so put them back on (I did not receive update notifications since one year and could not update manually, which explains why the system was not updated).

Then I restared the phone and tapped Refresh in the system updater (aka Mises à jour du système), but got the error message “La vérification de nouvelles mises à jour a échoué. Verifiez votre connexion…“ (ie : “checking for new updates failed. Check your connection”). So I still cannot update the system.

I changed my account’s password yesterdday, thinking there might be an issue with the password, but this did not solve the problem. What is strange is than I can access my account on the server (galery, synchonized calendar).

4

So this may point to the original problem … but I think that I would once more clear Gestionaire de mise à jour > storage and cache … fully power down the phone and then reboot the phone.

Perhaps check for updates with mobile data … (just to try permutations) refreshing a few times.

Plan B

You can collect the latest update manually by pasting this url to the phone’s Browser

https://images.ecloud.global/official/FP4/e-4.0-a14-20260610633982-official-FP4.zip

Then go to the Updater (aka Mises à jour du système) > top right 3 dot menu > Local update > navigate to the download, and the update should be applied.

Later

After the update try Settings > :magnifying_glass_tilted_left: Search: Re-authenticate.

5

I tried to clear the Gestionaire de mise à jour once again, resart, etc, with no result so I went for plan B.

I successfully updated the system using local update (thanks for the tip !). At the first resart after the update, I was prompted to enter my identyfier and password, which I did. The phone connected to the murena account without any problem. But then I went again to the system updater to see if it could check for updates, and I got the same error message as before : check your connection … I tried clearing again the Gestionaire de mise à jour, resarting etc., but it is still stucked.

6

This time, there is no update available :slight_smile:

Perhaps make a note to try next month.

7

This time, there is no update available :slight_smile:

yes but – as I understand it – what fails is the process of verifying.

Anyway I guess that will do for now… I see in a few weeks

thanks !

8

Have you tried login into the Murena Dashboard by PC?

9

Yes. It works perfectly.

10

In file the folder devices there? Also is you storage full or almost full?

11

Sorry, I dont understand the question

Also is you storage full or almost full?

<70% full

12

In your Murena (PC) Dashboard under Files> Devices do you see the phone data for the FP4?

13

Interrestingly, I see two FP4 folders there (I have only one phone). One, Fairphone_FP4_babe8b9d, was last modified 3days ago. The other, Fairphone_FP4_unknown, was last modified in April 2025, which corresponds to the date of last system update I was able to do from update notifications.

14

I know someone with a fairphone5, fp5, bought from murena, with the same error:

Gestionnair… • *** • maintenant
Your account ***
Echec d’authentification (contrôler vos identifiants de connexion)

It’s time consuming to check, trying to login again, and a few minutes, hours, days later, the notification comes back.
I think, this notification might just be an annoying “noise” coming from too busy servers.