Issues with 2025 Moto G and the Opsgenie mobile app

[Ceplina James]

We have a colleague who just purchased a 2025 Moto G phone.  When he tried to install and use the Opsgenie app, he receives the message stating he must have a hardware based keystore.  We do have the policy option enabled to check for rooted and jail-broken phones, which also includes checks for android version, old phone version, hardware keystore, etc.  In searching Google, there were a few AI results that says that model does not have one, but no actual articles were found that state this.  The colleague did download an app from the Google play store that says that there is a keystore ont hat phone.

Has anyone seen this and if so, is there a possible workaround, other than modifying the policy to disable the check for rooted and jailbroken hones option?

[Aditya Bodke]

Hi Ceplina,

Thank you for reaching out on the Atlassian Community!

I recommend that your colleague visit https://developer.android.com/google/play/integrity/additional-tools#check-device  which outlines the steps to verify and fix the device's integrity.

You may also submit a report to Google, if the report generated in a false positive. https://support.google.com/googleplay/answer/7165974 

Please note that the label MEETS_STRONG_INTEGRITY from the Play Integrity API is required for the device to log in to the app.

Once the user's device meets the expected integrity level, the app will accept the connection and authenticate the user.

I hope this information helps!

Regards,
Aditya

[Ceplina James]

Thank you, I will have the colleague try that!