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This is a mobile app troubleshooting guide for the ACEP Meetings team.

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:

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.

(tick) We need the Users Device Model Name & Software Version

 How to find the Software Version & Model name iOS

To find the software version installed on your device on IOS

  1. Go to Settings

  2. Scroll down and Tap General

  3. Tap About

  4. Record Software Version ie 15.6

  5. Record Model Name ie IPhone X

 How to find the Software Version & Model name Android

  1. Go to Settings

  2. Scroll down and Tap About phone

  3. Record Model Name ie Galaxy S21

  4. Scroll down and tap Software information

  5. Record Android Version ie 12

*Pixels > Settings > About Phone (Model Name on list) > Tap About Phone Scroll down > Android Version 13

(tick) Have the user take a Screen Recording or Screenshot. (Screen Recordings are usually better than screenshots.)

 How to take an IOS Screen Recording

  1. Swipe the upper right of your device to open your control center.

  2. Tap the icon shown below to start screen recording.

the Screen Recording button

If you can’t find this icon on the control center you will need to add it via the device settings. Follow these steps:

  1. Go to Settings on Device Home  >

  2. Scroll down and tap Control Center

  3. Scroll down to More Controls and tap the green plus button on Screen Recording.

  4. Go back to device Home

  5. Swipe upper right of your device to open your control center. (recording icon should now be available)

 How to take an iOS screenshot

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

 How to take an Android screen recording

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

 How to take an Android screenshot

Depending on your phone:

  • Press the Power and Volume down buttons at the same time.

  • If that doesn’t work, press and hold the Power button for a few seconds. Then tap Screenshot.

https://support.google.com/android/answer/9075928?hl=en

(tick) Write a brief synopsis of what the user is trying to do and ultimately what the issue is.

(tick) 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.

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