Troubleshooting Persistent App Issues: Steps to Resolve Problems
This article will provide steps to assist field staff in resolving Mobile App issues
Steps to Follow if the App Continues to Have Issues
If you are experiencing persistent issues with the app, follow these steps to troubleshoot and resolve the problem:
1. Basic Troubleshooting Steps
- Restart Your Device: Sometimes, simply restarting your device can resolve temporary glitches.
- Clear Storage and Cache: Clearing the storage and Cache will assist with issues logging into the app or data glitches
- Reinstall the App: Uninstall the app from your device and then reinstall it from the app store. This can help clear any corrupted data.
2. Check for Device-Specific Issues
- Test on Another Device: If possible, log into the app using a different device. If the app works correctly on another device, this may indicate a device-specific issue.
3. Verify Device
- Be sure the staff if using a compatible device: Not all iOS or Android versions are supported on the app. Verify that iOS is version 15 or newer and Android is 13 or newer
4. Contact Support
- If the issue persists after trying the above steps, reach out to customer support for further assistance. Provide them with details about the problem, including:
- The specific issue you are encountering (e.g., empty screens, loading errors).
- Any troubleshooting steps you have already attempted.
5. Alternative Solutions
- If the app is not functioning and you need to perform critical tasks, consider using alternative methods, such as telephony options, to complete necessary actions until the app issue is resolved.
Following these steps can help you troubleshoot and potentially resolve issues with the app. If problems continue, contacting support with detailed information will assist in finding a solution.