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Troubleshooting Android Issues

Sometimes, life just doesn't go as expected, and in the beautiful big world of Android, sometimes certain devices, third-party apps, and even some device settings can block TeamSnap notifications from coming through, or some other unexplained issued can cause things to stop working correctly. 'How dare they!' you may be thinking, and we agree, but alas that is the reality of life - we can't control everything. We can, however, give you some tools and information that may help. 

The troubleshooting steps below can help remedy a wide variety of issues on Android, so give them a shot! Check out the section at the end of this article if you continue to have trouble.

Restarting and Connection Check

Let's start with the basics and everyone's favorite:

  1. Restart your phone
    1. Did you try turning it off and on again? Don't knock it until you try it, it works more often than you think!

      No dice? Let's continue on our troubleshooting journey:
  2. Make sure you're logged into the app
    1. Notification issues? Be aware that push notifications won't be received if you've logged out of the app, so make sure you're logged in.
  3. Make sure your phone is connected to the internet
    1. Notification issues? Push notifications require an active internet (data) connection, so you'll want to make sure you are connected in some way, and that your connection is not a source of the issue.
    2. Double-check that your phone is not in airplane mode.
    3. Confirm that you have cellular data enabled.
    4. Consider whether you are on a corporate or school/campus WiFi network that may have firewall restrictions in place that could be interfering with your device's connection, in which case you'd need to contact the network administrator.
    5. Are you on a VPN? Make sure your VPN is not restricting the TeamSnap app from connecting to the internet.

App Refresh and Cache Clearing

Still not working? Let's do a little refreshing:

  1. Let's get a shiny new copy of TeamSnap for your Android device
    1. Log out of the TeamSnap app, delete the app from your device, restart your device and install the version of the app from the Play store, now log back in. (Be sure to follow all of those steps.)
  2. Update your device OS to the latest version available
    1. You should be able to check whether you have an update available in your device Settings > About Phone > Software information (this may vary by device)
      Android version as shown in settings
    2. You'll also want to make sure your Android version meets our system requirements.
    3. Clear your app cache
      1. Cache is temporary data designed to make apps work faster and load content quicker. But in some cases it can cause performance issues, crashes, or screens not appearing as we would expect in mobile apps. Clearing the app cache may help resolve some of these issues. How you go about clearing your app cache (not to be confused with your mobile browser cache) on Android depends on your Android version and may vary slightly based on your device. 
      Android 5.0 Lollipop
      1. Go to Settings
      2. Tap on Apps
      3. Tap the desired application (TeamSnap) 
      4. Click on the app
      5. Tap Clear cache
      Android 6.0 Marshmallow / Android 7.0 Nougat
      1. Go to Settings 
      2. Tap Apps
        1. This may be named Applications or Application Manager depending on your device
      3. Tap the desired application (TeamSnap) 
      4. Tap Storage
      5. Tap Clear cache
      Android 8.0 Oreo
      1. Go to Settings > Storage
      2. Navigate to Other apps
      3. Tap the desired application (TeamSnap)
      4. Tap on Clear Cache

Notification-Specific Troubleshooting

If you are having notification issues and the steps above haven't helped to resolve your issue, follow the steps below to start digging into notification-specific settings.

  1. Make sure TeamSnap notifications aren't muted or disabled. The settings to check may vary by device but generally:
    1. Long press on the app icon and tap App Info OR go to Settings > Apps > TeamSnap then tap Mobile data > Notifications > than make sure that all toggles on the screen are ON. 
  2. Make sure your Battery Optimization settings are not putting TeamSnap to sleep
    1. Android OS has the option for a Battery Saver/Optimization setting to get a longer battery life for devices. When turned on, this puts apps that aren't frequently used "to sleep", which restricts them from running background data and may also prevent notifications and updates from coming through.
    2. Long press on the app icon and tap App Info OR go to Settings > Apps > TeamSnap then tap Battery > then make sure the toggle for Allow background activity is ON.
    3. This may vary by device, but you can also check Settings > Device Care  > tap the battery icon > tap the 3-dot menu > tap Settings > tap Sleeping Apps and make sure TeamSnap is not listed.
  3. Make sure background data usage is on. You'll want to make sure that the app can still run in the background to ensure notifications will come through.
    1. Long press on the app icon and tap App Info OR go to Settings > Apps > TeamSnap then tap Mobile data > then make sure the toggle for Allow background data usage is ON.

I don't see these settings, help!

If any of the above troubleshooting steps are not lining up with what you see, you can always search for specific settings on your phone in the following categories relevant to your issue:

  • Notifications
  • Priority mode
  • Battery power and optimization
  • Background permissions
  • Autostart

Still Need Help?

If you are still in need of assistance with this issue, please reach out to our support team using the Help icon in the bottom right corner of the screen. Be sure to let us know the following:

  • Confirm the troubleshooting steps above that you have already tried to resolve the problem 
  • Your device make and model (e.g. Samsung Galaxy S7)
  • The Android version you have on your device (see the second bullet under step 1 for how to check this)
  • The exact error message or issue you are encountering 
  • The steps you are performing when you experience the issue 
  • Do you see the issue when using cellular data or wifi or both? 

The more details we have the better equipped our team will be to help resolve the issue.

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