App downloads have failed or stalled

Modified on Thu, 26 Nov, 2020 at 6:43 PM

If a customer reports that downloads have failed or one particular program is not downloading, these are the initial troubleshooting steps:

1. Run a diagnostics test via the App to detect any issues.

Unlock the padlock to the top right and enter your admin code

Navigate to Settings > Version > Run diagnostics

2.If the test detects no issues check that Night Scheduled Downloads is toggled to OFF (grey). This is under Settings >Manage Downloads.

3.Try force closing the App by minimising it and swiping it away off the screen, then re-open the App (NEVER DELETE THE APP).

You may need to exit Guided Access first by triple clicking the top button (or home button), enter your passcode, and press 'exit'.

4. If the program is missing completely (not sitting in the 'Downloading in Progress' tab), check Salesforce to make sure the program is in their entitlements and these entitlements have an active launch and billing date (as below). There should also be a VIRTUAL 2.0 BUNDLE added.

5. If this looks ok check that they haven't deactivated a program via the Select Programmes feature in the App Settings > Manage Downloads. Any greyed out programs (like BODYBALANCE below) will not download:

6. Lastly, they could try an alternative wifi source by hotspotting to a mobile phone that isn't connected to the organisations wifi, as there might be a firewall blocking the download.

Escalate with a screen shot of the Manage Downloads screen once the following checks have taken place:

1. The diagnostics test detected no issues

2. The iPad connected to the studio in Salesforce has been online within the last few hours. See SF screen shots below.

3. Night Scheduled downloads is OFF

4. Switching to an alternative wifi source doesn't fix the issue

5. If related to an entire program: the program has an active launch and billing date in Salesforce and hasn't been disabled via 'Select Programmes' within the App.

If the customer has more than one studio make sure you're looking at the studio which is experiencing the issue. Click 'view all' under Studios to see more studios (as below) and click on the Device ID that matches the studio

Under 'Last online date and time', make sure the iPad has been online within the last few hours.

SF Classic steps: