This is a mobile app troubleshooting guide for the ACEP Meetings team.
Download the ACEP Meetings app
Here are the links to download the app on Play Store and Google Play
https://apps.apple.com/us/app/acep-meetings/id1639162998
Android Play Store Link
https://play.google.com/store/apps/details?id=com.juno.acep
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Here are the things we would like when trying to resolve an issue on the App
Verify the user is connected to Wifi
Record the users Model Name & Software Version
Have the user take a Screen Recording or Screenshot
Write a brief synopsis of what the user is trying to do and ultimately what the issue is.
Verify the issue on the app against the web version https://acep22.acep.org/live
App Suspended in foreground
App Suspended in background
What we need if there is an issue?
Software Version & Model name:
Users can scan this QR code to open their app store on either Apple or Android devices:
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Provide this information so that JUNO can help
If you report an issue to the JUNO team, this information will help us troubleshoot more efficiently.
We need the Users Device Model Name & Software Version
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To find the software version installed on your device on IOS
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*Pixels > Settings > About Phone (Model Name on list) > Tap About Phone Scroll down > Android Version 13 |
Have the user take a Screen Recording or Screenshot. (Screen Recordings are usually better than screenshots.)
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Swipe upper right of your device to open your control center. Tap Icon Below  If you can’t find this icon on the control center you will need to add it via the device settings
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On Device: Hold the Home + Volume Up button simultaneously (this may vary per device) https://support.apple.com/guide/iphone/take-a-screenshot-or-screen-recording-iphc872c0115/ios |
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https://www.androidauthority.com/how-to-record-your-screen-988008/ A screen recorder for Google's mobile OS was introduced in Android 11, but some devices from Samsung, LG, and OnePlus running Android 10 have their own versions of the feature. Those with older devices can turn to a third-party app. Here are your options https://www.pcmag.com/how-to/how-to-record-the-screen-on-your-android-phone |
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Depending on your phone:
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Android
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If device is frozen sometime normal turning off device and turning it back on won’t work
Force Restarting Device
IOS
Hold down the Home button (the one on the front of the iPhone or iPad) and the power button at the same time.
Keep both buttons held until the Apple logo appears.
Let go of the buttons and wait while your device completes its start sequence.
Android
Press and hold the Power button for 15-30 seconds. Or press and hold the Power key and Volume Down key simultaneously for 7-10 seconds.
Some devices require Power and Volume Up buttons for at least 15 seconds.
If users can’t see the install button on the Google play store (can also write steps)
Google Play store No Install Button.
If the app is supported on your operating system then you’ll need to follow these steps…
https://www.youtube.com/watch?v=_taUTUkGl2g
Apple: IOS 10 or below will not be able to access the app. They will need to upgrade their Operating system to 11 or later. Write a brief synopsis of what the user is trying to do and ultimately what the issue is.
Verify the issue on the app against the web version of your site. https://acep22.acep.org/live
A note about Wi-Fi
For the strongest connection, make sure users are connected to Wi-Fi. Relying on mobile data only doesn’t always result in a strong app connection in large buildings and in large crowds.
We recommend providing instructions to your users about how to connect to wifi at the event center. If you are using a paid wifi, indicate how to access that as well.
At in-person events, there might be two different Wi-Fi networks available. For example, one for the hotel and one created just for the event. Try both to make sure they are on the stronger connection.
Be aware that at any time, users may unknowingly become accidentally disconnected from the wifi, even if they thought they were still connected. This especially happens if they leave and return to the event.
Troubleshooting ideas
These are some common issues and troubleshooting steps that you and the user can try.