Apps
      Back to home
      1. Support Center
      2. Apps

      Troubleshooting apps

      Common app issues:

      • Residents and staff both say their phones aren't working
      • They have an outdated phone so nothing will load
      • Every app they have ever used stays open since they day they purchased their phone 2 years ago

      It can be frustrating to help troubleshoot especially when you have other responsibilities. Ultimately, it is up to the community to support residents in their day-to-day usage of their apps. If your team is not built to handle IT support in this manner, we highly suggest staying focused on Alexa, which doesn't require logging in or tapping a small screen may be your best bet. 

      It should be 100% expected that residents will need help with their apps. Please follow these steps for the most successful troubleshooting and results. 

      Troubleshooting App Steps: 

      1. Disconnect from WiFi and try to connect via your cell signal or a different WiFi. If you are on a slow WiFi network, the app may perform differently than expected. Also, check your network's reliability; try another similar app or a browser on the phone to see how fast common sites retrieve content and data.
      2. Password. Are you sure they are logging in with the correct username and password? You can click the button to view the password that was typed in and make sure it is correct.
      3. Reset password. If the resident cannot log in because "User Name" or "Password", please click "reset password" and follow that process.
      4. Log in and out. Sometimes, clearing your information and starting over refreshes the data in an app and fixes common problems.
      5. Closing the App and re-opening it. 50% of app-related issues are solved by closing and reopening the app. If you are not sure how to do this, refer to your phone instructions or these links:
        1. https://support.apple.com/en-us/HT201330
        2. https://support.google.com/android/answer/9079646?hl=en#zippy=%2Cclose-apps
      6. Restart your device: This can clear the memory and close background apps.
      7. Update your device's operating system to the latest version
      8. Clear the app's cache (iOS means uninstalling/reinstalling the app, android is done here)
      9. Check your device's memory, iOS or Android. Sometimes, open apps or old phones run out of memory, making it difficult for other apps to perform as expected.
      10. Uninstall and reinstall the app.
      11. Disable battery optimization
      12. If none of these items help, conatct Speak2 for support at support@speak2family.com.