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Troubleshooting

Common issues and solutions for the ResponderOne mobile app.

Sign In Issues​

Can't Sign In​

Problem: Unable to sign in to your account.

Solutions:

  1. Verify your credentials

    • Make sure your email address is correct
    • Check that your password is correct (passwords are case-sensitive)
    • Look for extra spaces before or after your email/password

  2. Check your internet connection

    • Initial sign-in requires an active internet connection
    • Try switching between WiFi and mobile data
    • Test your connection by opening a web browser

  3. Reset your password

    • Use the "Forgot Password" button on the login screen
    • Follow the password reset process in the ResponderOne portal (opens in browser)
    • Check your email for reset instructions
    • If you cannot resolve the issue, contact your department administrator

  4. Verify your account status

    • Confirm your account has been activated by your administrator
    • Check that you haven't been removed from the department
    • Ensure you're using the correct email address (the one your admin invited)

"Invalid Credentials" Error​

Problem: Seeing an "invalid credentials" message.

Solutions:

  • Double-check your email and password
  • Use the "Show Password" icon button to verify what you're typing
  • Contact your administrator to verify your account exists

Resource Loading Issues​

Resources Not Loading​

Problem: Resources aren't displaying or loading properly.

Solutions:

  1. Check your connection

    • Initial download requires internet
    • Make sure you have a stable connection
    • Try switching networks (WiFi vs mobile data)

  2. Wait for initial download

    • First-time setup takes time to download all content
    • Don't close the app during initial download

  3. Force refresh

    • Close the app completely (swipe it away from recent apps)
    • Reopen the app

  4. Check for updates

    • Open the app with internet connection
    • Accept any pending updates
    • Wait for updates to complete

PDF Documents Won't Open​

Problem: Can't open or view PDF documents.

Solutions:

  1. Wait for loading

    • PDFs show a loading indicator when being prepared
    • Wait for the loading to complete
    • Don't tap multiple times

  2. Restart the app

    • Close the app completely
    • Reopen and try accessing the PDF again

  3. Verify storage space

    • Check if your device has sufficient storage
    • Free up space if needed
    • Log in and out to reinstall resources

Problem: Web links don't open or load.

Solutions:

  • Check internet connection - Web links require active internet
  • Try again - Sometimes links take a moment to load
  • Verify the link - Contact your administrator if a link is broken

Update Issues​

Updates Failing to Download​

Problem: Content updates fail or don't complete.

Solutions:

  1. Check internet connection

    • Ensure you have a stable connection
    • Switch to WiFi for large updates
    • Avoid starting updates on poor connections

  2. Check storage space

    • Make sure your device has enough free storage
    • Go to device settings to check storage
    • Delete unused apps or files if needed

  3. Retry the update

    • Close the app
    • Reopen it
    • Try the update again

  4. Sign out and back in

    • Log out of your account
    • Sign back in
    • This triggers a fresh download

"Update Available" Won't Go Away​

Problem: Update prompt keeps appearing even after updating.

Solutions:

  • Let the update complete fully before closing the app
  • Check that you didn't cancel the update partway through
  • Try accepting the update again
  • Sign out and sign back in if the problem persists

Updates Taking Too Long​

Problem: Updates seem stuck or take forever.

Solutions:

  • Use WiFi - Updates are much faster on WiFi than mobile data
  • Be patient - Large resource libraries take time
  • Don't interrupt - Stay on the update screen until completion (you cannot navigate away)
  • Wait for confirmation - The update screen will show "Update Complete!" when done

Search & Bookmark Issues​

Search Not Finding Resources​

Problem: Search isn't returning expected results.

Solutions:

  1. Remember search only matches titles

    • The global search looks for matches in resource titles only, not content within documents
    • To search within PDF documents, use the in-document search feature (open the PDF and tap the search icon in the header)
    • Use terms that appear in the resource title
    • Check spelling

  2. Try different keywords

    • Use alternative terms or abbreviations that might be in titles
    • Try broader search terms
    • Think about how the resource is named

  3. Verify resources exist

    • Browse manually to confirm the resource exists
    • Check with your administrator if something is missing

  4. Update content

    • Make sure you have the latest updates installed
    • New resources only appear after updating

Can't Find Text Within a PDF?​

Problem: Looking for specific text inside a PDF document.

Solution:

Use the in-document search feature:

  1. Open the PDF document
  2. Tap the search icon in the header (top-right corner)
  3. Enter your search term in the search bar
  4. Results are highlighted in yellow with a counter showing matches
  5. Use up/down arrows to navigate between results
  6. Tap Done when finished
info

The global Resources search finds documents by title. In-document search finds specific text within the PDF content. See Navigating Resources - Searching Documents for more details.

Bookmarks Disappeared​

Problem: Bookmarks are missing or not showing.

Solutions:

  1. Check if you logged out

    • Logging out removes all bookmarks permanently
    • You'll need to re-bookmark resources after signing back in

  2. Check the Home tab

    • Make sure you're on the correct tab
    • Scroll to see all bookmarks

  3. Check department

    • If you switched departments, bookmarks are department-specific
    • Switch back to the correct department

  4. Re-bookmark

    • Navigate to the resource or page
    • Bookmark it again

Performance Issues​

App Crashes, Freezes, or Doesn't Behave as Expected​

Problem: App crashes, closes unexpectedly, freezes, becomes unresponsive, or exhibits unexpected behavior.

Solutions:

Try these steps in order. If one doesn't resolve the issue, move to the next:

  1. Restart the app

    • Close the app completely (swipe it away from recent apps)
    • Reopen the app
    • Check if the issue persists

  2. Update the app

    • Check your device's app store for updates
    • Install the latest version of ResponderOne
    • App updates often include bug fixes

  3. Log out and log back in

    • Sign out of your account in the app
    • Close the app completely
    • Reopen the app
    • Sign back in with your credentials
    • Note: This will clear cached data and bookmarks

  4. Reinstall the app

    • Delete the ResponderOne app from your device
    • Download and install a fresh copy from the app store
    • Sign in with your credentials
    • Resources will re-download

  5. Check device storage

    • Make sure your device has adequate free storage space
    • Low storage can cause crashes and performance issues
    • Free up space by deleting unused apps or files
    • Try the app again after clearing space

  6. Check device compatibility

    • Ensure your device meets minimum requirements
    • Update your device's operating system if available
    • Contact support if issues continue

Content Not Syncing​

Problem: Changes made on the web dashboard aren't appearing in the app.

Solutions:

  • Check for updates - Open the app with internet to trigger update check
  • Accept updates - Make sure you accepted and completed the update
  • Sign out and back in - Forces a fresh sync
  • Contact administrator - Verify changes were published correctly

Department & Account Issues​

Can't Switch Departments​

Problem: Unable to change departments.

Solutions:

  • Check internet connection - Switching requires connectivity
  • Verify access - Confirm you have access to multiple departments

Profile Information Incorrect​

Problem: Name, role, or other profile info is wrong.

Solutions:

  • Contact administrator - Profile info is managed by admins
  • Request update - Ask your admin to correct the information
  • Wait for sync - After admin updates, you may need to sign out and back in

Getting Additional Help​

Contact Your Administrator​

Your department administrator can help with:

  • Account activation and access issues
  • Password reset issues that cannot be resolved through the portal
  • Missing or incorrect resources
  • Profile information updates
  • Department-specific questions

Contact ResponderOne Support​

If issues persist after trying these solutions:

  1. Gather information:

    • Your app version (found in Settings)
    • Your device model and OS version
    • Description of the problem
    • Steps that reproduce the issue

  2. Contact support:

    • Email: [email protected]
    • Include all gathered information
    • Attach screenshots if helpful

  3. Work with your administrator:

    • They may need to facilitate support requests
    • They have access to additional tools and logs

Preventive Measures​

Best Practices to Avoid Issues​

  • Keep app updated - Install updates when available
  • Maintain good connection - Use stable WiFi for updates and initial downloads
  • Don't interrupt updates - Stay on the update screen until it completes
  • Monitor storage - Keep adequate free space on your device
  • Be cautious with sign out - Remember that logging out deletes all cached data and bookmarks
  • Update device OS - Keep your phone's operating system current

Regular Maintenance​

  • Check for updates weekly - Keep content current
  • Review bookmarks monthly - Remove unused bookmarks
  • Report issues promptly - Help improve the app by reporting bugs