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Troubleshooting

Patient

Mobile Application Issues.

Collect the following information about the patients phonemobile device.

  • The type of phone the patient uses in use for the application i.e. Apple or Android.

  • Determine the SureAdhere application version on the clients phonemobile device.

Version 2 has this logo:

image-20240530-193456.png

Version 3 has this logo:

image-20240530-193604.png

Troubleshooting Login Issues

Check the WIFI or cellular data connection on the device. If it is your first time logging in, the device will need a WIFI or cellular data connection to connect your credentials to the SureAdhere server.

  • Turn off WIFI or cellular data connection to force the device to only use one connection at a time.

  • If possible, change your location to see if the cellular connection is stronger elsewhere. 


Check with your provider that the credentials are correct.

  • The User ID field is case sensitive.


If the patient is logging in for the first time, confirm the correct local country was entered when they first installed the application to their device.  A warning message indicating the Login and Pin do not match can be an indication of this issue. 

  • Have the patient re-install the application and choose the correct local country.

Troubleshooting Pending Videos

Reason: Occasionally patient videos may get ‘stuck’ in pending mode on the patient’s device. This will happen if:

The device does not have a sufficient WIFI or cellular data connection when the video was recorded. 

OR

If the SureAdhere app is closed too quickly after recording their video. 


Avoid: The best way to avoid videos from pending is to keep the SureAdhere app opened after a video has been recorded until the video uploading reads ‘DONE!’.

Troubleshooting: The SureAdhere app will refresh automatically every time the app is opened. If there are any videos in pending when the SureAdhere app is opened, the video upload process will begin automatically. If the videos do not upload and remain in pending mode, follow the steps below until the video(s) upload. 

Step 1: Completely close and then reopen the SureAdhere app. Note: Your credentials will need to be entered to log back in.

  • DO NOT DELETE the SureAdhere app from the device. If there are any videos in pending and the app is deleted, they will be permanently deleted. 

Step 2: Turn on the ‘Background App Refresh’ setting. If this setting is ON then the SureAdhere app will try to upload any videos in pending for up to 20 minutes. After 20 minutes with no activity, the app will “go to sleep” (even if videos are trying to upload). 

  • To find the setting on an iPhone/iPad, navigate to the ‘Settings’ app on the device and select ‘General’. The Background App Refresh setting will be one of the options. 

  • If the device is in Lower Power Saving Mode, it will automatically turn off the Background App Refresh setting. If this happens, simply turn off the Lower Power Saving Mode to turn Background App Refresh back on.

Step 3: Try using a new connection. • Turn off WIFI • Turn off cellular data by turning phone on Airplane mode • Open the SureAdhere app in a new location with a new WIFI connection • Open the SureAdhere app in a new location for a different cellular data connect

Extra steps for Android devices

Step 4: Manually sync videos and turn on sync settings.

Turn on sync settings:

  • Open the phone settings

  • Click on “Accounts”

  • Look through the list for “SureAdhere”, tap on it

    • “Account Sync” may need to be clicked on within the SureAdhere account settings.

  • Make sure the sync setting is enabled

Step 5: Manually sync videos.

  • Within the phone settings under the SureAdhere account, look for the “last sync date”.

  • If this date is not up to date, it can be manually synced.

  • To do this, click the 3 dots in the upper left-hand corner of the screen.

  • Next click “Sync Now”.

  • Normally the app would sync when you go into it. But sometimes, depending on many factors, Android will not allow the app to sync when it wants to, and it's left up to the operating system when a sync can occur. But choosing "Sync now" should force it.