"General Unreproducable Mobile App Issue"
Android user is hitting a "we're having trouble accessing Centercode" error message
"General Unreproducable Mobile App Issue"
What to look for: Any customer reported mobile issue that you are unable to reproduce.
Suggested Solution: After doing your best to repeat the steps given to you by the customer on a local site, collect all available information about the platform/OS (including version numbers if they have them) that the customer is reporting having issues with and create a ticket, noting that you were unable to reproduce it on your setup.
Why: Mobile App issues can be difficult for us to reproduce, and should be exceptions to the "you must reproduce the issue before submitting a ticket" rule, since it is possible the issue is specific to the OS or even the version of the OS that the customer is using. Don't waste too much time trying to reproduce these.
Android user is hitting a "we're having trouble accessing Centercode" error message
What to check for:
Confirm if the user(s) have tried the following steps to resolve the issue and are still hitting the error:
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Restart the device
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Restart the app
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Uninstall/reinstall the app
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Update the app to the latest version
Why:
One of the above options could resolve the error they're experiencing due to a temporary device or app issue.
Suggested Solution:
If the user(s) has tried the above options and they are still experiencing the error then it's likely that they have Google Backup enabled and it saves it and recovers it the app's state when reinstalling.
To clear the app data and resolve the error:
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Force close the app from the background
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Go to Settings
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Select Apps
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They may have to hit "see all apps" to see a list of all apps
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Select Centercode
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Select Storage & cache
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Clear Storage
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Open the app
*Our dev team is exploring additional options on the back end to consider removing the backup ability so that if a user experiences this in the future an uninstall/reinstall will be all they need to do.