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Field Service Lightning mobile app freezes on 'Retrieving Settings' screen after login on iOS

Publish Date: Jun 12, 2026
Description
Problem

When logging in to the Field Service Lightning (FSL) mobile app on iOS, the app freezes at the Retrieving Settings or Downloading Configuration screen after credentials are successfully entered. The app does not progress and remains frozen indefinitely, even after waiting several minutes. The behavior persists across multiple login attempts and is not resolved by reinstalling the app or clearing the device cache.

 
Cause

These screens appear while the FSL app fetches org metadata, field layouts, and configuration data following authentication. If the app freezes at this stage, it cannot complete the configuration retrieval phase. Common causes include:

  • Network connectivity interruption or timeout during metadata download
  • Org metadata complexity causing extended retrieval time
  • App cache corruption or incomplete prior sync state
  • Device resource constraints (low memory or CPU throttling) during configuration load
  • Temporary org-to-app communication delay or service unavailability


This issue typically affects a subset of users rather than the entire org, suggesting device-specific or user-specific factors.

Resolution
Follow the steps below in order.

1. Verify Network Connectivity

Ensure the device has a stable Wi-Fi or cellular connection. Switch between Wi-Fi and cellular to rule out a network-specific cause. If possible, test login from a different network.

2. Force-Close and Restart the App

Use the app switcher to fully close the FSL app. Wait 10 seconds, reopen the app, and attempt login again.

3. Clear the App Cache

  1. Go to Settings → General → iPhone Storage
  2. Locate the Field Service Lightning app and tap it
  3. Select Offload App, then reinstall from the App Store


This clears local cache without removing device data.

NOTE: Offloading the app removes locally stored offline data. Users may need to re-sync records after reinstalling.


4. Verify User Permissions

Confirm the affected user's Profile or Permission Set includes the necessary FSL app access and that the org has an active FSL license.

5. Test on a Different Device

Attempt login on a separate iOS device using the same credentials.

  • If login succeeds on the alternate device, the issue is device-specific — proceed to Step 6.
  • If login fails on multiple devices, the issue is user- or org-configuration-related — contact Salesforce Support.


6. Update the Device OS

Confirm the iOS device meets the minimum supported version (check the App Store listing). Update to the latest iOS version if available, then reinstall the FSL app.

7. Contact Salesforce Support if the Issue Persists

Gather the following information and open a support case:

  • Affected usernames and org ID
  • Device model and iOS version
  • Whether the issue occurs with username/password, SSO, or both
  • Approximate time the issue began
  • Any recent org configuration changes or FSL customizations


NOTE: If the issue stems from org-level metadata complexity or backend service delays, resolution may require Salesforce Support to investigate service health or optimize org configuration. For explicit authentication errors such as INVALID_LOGIN or SAML_ASSERTION_FAILED, see related authentication troubleshooting articles.
 
Knowledge Article Number

005386920

 
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Salesforce Help | Article