Mobile App Troubleshooting
If the app is misbehaving, here are some troubleshooting steps you can take to get it back on track:
1: Connect to the Internet
Risk Memo works offline, but it needs the internet as regularly as possible to keep things working smoothly. If you're having trouble with any part of the app, connect to a stable internet connection and try again.
Connecting to the internet will fetch the latest data and save it to the device cache, which will then be available offline.
Tip: Poor internet is worse than no internet. The app can only differentiate between online and offline. Switching to airplane mode will force the app into offline mode, where most functions will work instantaneously, rather than attempting to pull fresh data from the servers first.
2: Restart the App
Sometimes, simply closing and reopening the app can resolve temporary glitches. This process clears the app's active memory, and restarting will trigger a few processes, such as user authentication and background syncing.
Ensure you fully close the app, rather than just minimising it, usually by swiping the app up and off the screen.
3: Login Again
Log out and then log back into the app. This step will refresh your secure session token and user credentials. It's particularly useful if you're experiencing issues related to role-specific features or permissions within the app.
4: Make sure the app is up-to-date
We may have already fixed the issue you're experiencing, or an update to our systems may conflict with older versions of the app. To check the app is up-to-date, search "Risk Memo" in the Google Play or App Store and if the app needs updating, it will say "Update" instead of "Open"
5: Delete and Reinstall the App
Uninstalling and then reinstalling the app can resolve deeper issues. This process clears all locally stored data and settings associated with the app, addressing problems caused by corrupted data or outdated files. Upon reinstallation, you'll have the latest version of the app, which might include fixes for the issues you're experiencing.
Deleting the app will delete all app data, including any un-synced checklists, images, actions etc. Make sure everything is up-to-date before attempting this.
6: Contact Us
If none of the above steps work, reach out to our support team via "Contact Support" in the app menu (top left of the home screen), or the chat widget on the desktop app.
Providing details about the issue, such as the steps you've already taken and screenshots, will help us get to the bottom of the issue as quickly as possible.