PLEASE NOTE:
The majority of the contents in this guide apply to both StudioPlus Spectra AND myStratus Desktop.
In most cases, instructions referring to "Spectra" also apply to myStratus Desktop.
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Home > Mobile Devices > MyStratus Mobile App (Stratus ONLY) > Troubleshooting the Mobile App
Troubleshooting the Mobile App

    
NOTE: This feature is available in the Standard, Professional, and Enterprise versions of myStratus Desktop. Spectra does not include this feature.

The Mobile App is actually a fairly new Stratus feature, and doesn’t have the identical features as Stratus Web and Desktop . So, when things don't seem to be adding up correctly in the mobile app, try these troubleshooting tips to see whether the issue can resolve itself. Also, if after going through these troubleshooting tips the issue still hasn't been resolved, feel free to contact Tech Support for further guidance.

1. Has the App finished its initial sync?

  • After you are first able to log into the mobile app, the app must complete one, continuous sync in order for all of your data to sync over. So if you close the app before it finished the sync, then it will not be able to finish.
  • For iOS Users, one way to check that the initial sync has finished is to look for a small rotating circle in the upper left hand corner of your device next to the WiFi symbol. If that circle has disappeared, then that means the app has finished the syncing process.


2. Have you recently changed your password for Stratus?
  • If you have recently changed your password in Stratus, but haven't updated it in the mobile app, then the app will stop syncing. When the password has been changed, the mobile app will send one prompt and leave a notification in the Notifications tab in the app.

  • To update your password in the mobile app, go to More > Settings, and enter in the correct password.    
3. Have you fully closed out of the app and went back in?
  • While it may seem contradicting to the initial sync, it is good to fully close out of the app if you are not using it. This way, it can start a fresh sync the next time you open the app.
  • For iOS Users: To fully close out of the mobile app, double tap the home button of your device, and where it shows the mobile app, swipe the page up so it disappears from view.

  • For Android Users: The ability to fully close out of an app is different for each device.
4. Have you tried resetting the app?
  • Sometimes devices have difficulties syncing to Stratus. When this happens, and the above steps do not help, then the next step to try is to reset the app.
  • To reset the mobile app, go to More > Utilities >Reset Local Database. You will then be prompted to reset the app. Note: This does not delete your data, it merely resets the connection between the app and your data.
  • After you have reset the database, you will need to log into the app again and allow it to complete its initial sync again.
5. Have you tried to uninstall and reinstall the app?
  • It could be that the app isn't up to date or it's having issues connecting to the data from your device. 
  • If none of the above tips have helped, try resetting the app as described in Step 4, uninstalling the app, restarting your device, and reinstalling the app.


See also


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