Troubleshooting Android devices

Overview

If you’re experiencing issues with your Android devices, this article suggests multiple troubleshooting options you can try on your own. You might be facing issues like

  • App not loading on Android Device
  • The icon of the app is not showing on Android Device
  • App crashes when opening publications on Android Device
  • App freezes on Android Device

Audience

End users

Environment

These issues are for Android devices.

Solution

Are you facing any of these issues on your Android devices?

  • App not loading
  • The icon of the app is not showing
  • App crashes when opening publications
  • App freezes

 

The majority of problems with apps are caused by

  • Memory management
  • Network errors
  • API change
  • Multiple Apps accessing the same database on the device
  • A problem with the code

 

Here are a few steps you can try on your own to troubleshoot these issues:

 

  1. Restart the device
  • Press and hold the power button for a few seconds.
  • Tap restart on the screen. 
  • If "Restart" does not appear on the screen, press and hold the power button for about 30 seconds, until the phone restarts.
  1. Check for Android updates
  • Open the device's Settings app.
  • Near the bottom, tap System > System updates. If needed, first tap About Phone or About Tablet.
  • Follow any on-screen steps to update the device firmware.
  1. Update the app
  • Open the device's Play Store app.
  • Tap Menu > My apps & games.
  • Apps with available updates are labeled "Update".
  • If an update is available, tap Update.
  • If more than one update is available, tap Update All.

 

These steps are the basis for fixing common problems with Android Apps. If the issue is not resolved, try the following actions:

 

  1. Force close the app
  • Open the device's Settings app.
  • Tap Apps & Notifications.
  • Tap the App. If the App is not in the list, tap See All Apps or App Info.
  • Tap Force Stop.
  1. Clear the app’s cache
  • Open the device's Settings app.
  • Tap Apps & Notifications.
  • Tap the App. If the App does not appear in the list, tap See All Apps or App Info.
  • Tap Storage > Clear Cache.
  1. Clear the app’s data
  • Open the device's Settings app.
  • Tap Apps & Notifications.
  • Tap the App. If the App does not appear in the list, tap See All Apps or App Info.
  • Tap Storage > Clear Data.
  1. Uninstall the app
  • Touch and hold the app you want to uninstall.
  • Drag the app to Uninstall at the top of the screen. (If Uninstall does not appear, the app is likely a system app that cannot be uninstalled.)

 

If the issue persists, please raise a support ticket and provide as much information as possible.

 

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