This is a mobile app troubleshooting guide for the ACEP Meetings support team during an event. It includes links to download the app, tips for helping users plan ahead, and troubleshooting guides.
...
If you need to work with the JUNO team to solve issues, we also include a list of information that you can share to help us collaborate more efficiently.
Where can users download the ACEP Meetings app?
Here are the links to the app:
...
Users can scan this QR code to open their app store on either Apple or Android devices:
...
Download the app and upgrade devices ahead of time
Before your user gets to the conference we recommend they download the app on the App Store or Google Play store so they can take advantage of their at-home Wi-Fi or hotel Wi-Fi. This helps to not overload the wifi at the conference center but also helps them get familiar with the app.
We also recommend that users upgrade their operating system at home or at their hotel. Here are instructions for each device type:
JUNO actively supports the current version and one previous version of Android, iOS, and iPadOS operating systems (OS). We also support additional previous versions that our JUNO team has access to test.
The importance of Wi-Fi
For the strongest connection, make sure users are connected to Wi-Fi at the event center. 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 Wi-Fi at the event center. At in-person events, there might be multiple Wi-Fi networks available so make sure your users are connected to the best Wi-Fi available. This is especially important if you are paying the conference center for upgraded Wi-Fi.
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
Both your team and your users have access to these troubleshooting articles in the JUNO Help Center. This will help users and the onsite support team to try different troubleshooting ideas to solve their issues.
Share this information with JUNO so that we can help solve issues
If you report an issue to the JUNO team, this information will help us troubleshoot collaborate more efficiently.
We need the Users Device Model Name & Software Version
...
| Expand | ||
|---|---|---|
| ||
 If you can’t find this icon on the control center you will need to add it via the device settings. Follow these steps:
|
| Expand | ||
|---|---|---|
| ||
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 Take a screenshot or screen recording on iPhone |
| Expand | ||
|---|---|---|
| ||
https://www.androidauthority.com/how-to-record-your-screen-988008/ How to record your screen on an Android phone 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 optionshttps://www.pcmag.com/how-to/how-to-record-the-screen-on-your-android-phone : |
| Expand | ||
|---|---|---|
| ||
Depending on your phone:
https://support.google.com/android/answer/9075928?hl=en Take a screenshot or record your screen on your Android device - Android Help |
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.
...
https://help.junolive.com/attendees/troubleshoot-the-mobile-app
...
https://help.junolive.com/attendees/troubleshoot-app-connection-and-performance
...
Indicate any troubleshooting the user or client has tried.