Troubleshooting and reporting an issue

16 views March 26, 2019 0

If you are experiencing an issue with the app experience or navigation, please follow these steps:

Step 1 | Try the suggested troubleshooting steps:

  • Close and reopen the app.
  • Clear app cache.
  • Restart your mobile device.

Step 2 | If the problem persists, send an email to including the following information:

  • Meaningful subject line – Structure of subject line: App/Client name – Issue summary
  • Name of the app you are using
  • A description of the steps you’ve taken so that we can recreate the issue on our end
  • The manufacturer, model and operating system of your mobile device (e.g. Apple iPhone 6, Samsung Galaxy S7)
  • The version of the app you are using (typically found in the app settings)
  • The type of connection you’re using (e.g., 3G, WiFi) and the name of your mobile network (if you are using a 3G or 4G)
  • Your location (facility, campus, etc.)
  • A screenshot and/or a screen recording of the issue

To take a screenshot using a mobile device:

  • Android: Click here for instructions.
  • iPhone: Click here for instructions.

To capture screen video on a mobile device:

  • Android: Click here to download the app which allows you to capture screen and edit the video.
  • iPhone and iPad: Click here for instructions.

Once the recording starts, go through the steps that showcase the issue.