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Troubleshooting Mobile App Issues

Solutions for common staff app problems

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Mobile App Troubleshooting

Quick fixes for common issues staff encounter with the Rounds app.

App Won't Open

Force close and restart:

  • iOS: Swipe up from bottom, swipe app away

  • Android: Recent apps button, swipe app away

  • Reopen the app

    • Reinstall if needed:

  • Delete the app

  • Restart your phone

  • Reinstall from App Store/Play Store

  • Log in again

    • Login Problems

    "Invalid credentials"

  • Double-check email spelling

  • Use "Forgot Password" to reset

  • Check with admin that account is active

    • Verification code not received

  • Check spam/junk folder

  • Wait 2-3 minutes

  • Request new code

  • Try SMS option if available

    • Account locked

  • Wait 30 minutes

  • Or contact your administrator

    • GPS/Location Issues

    "Enable location services"

  • Go to phone Settings

  • Find Rounds app

  • Set Location to "Always" or "While Using"

  • Return to app

    • GPS not accurate

  • Go outdoors or near windows

  • Wait 30 seconds for signal

  • Toggle airplane mode on/off

  • Restart phone

    • "Outside check-in radius"

  • Confirm you're at the right location

  • Move to entrance/center of location

  • Wait for GPS to stabilize

  • Contact admin if persistent

    • Sync Issues

    Submissions not uploading

  • Check internet connection

  • Look for "Pending" indicator

  • Pull down to refresh

  • Try WiFi if on cellular (or vice versa)

    • Schedule not showing

  • Pull down to refresh

  • Log out and log in again

  • Check with admin you're assigned

    • Camera/Photo Issues

    Camera not working

  • Grant camera permission in phone Settings

  • Close other camera apps

  • Restart the app

    • Photos not uploading

  • Check internet connection

  • Photos sync when online

  • Don't delete app until synced

    • Battery Drain

    If the app uses too much battery:

  • Set location to "While Using" instead of "Always"

  • Disable background refresh if not needed

  • Keep app updated to latest version

    • Getting More Help

    If issues persist:

  • Note the error message exactly

  • Screenshot the problem

  • Contact your administrator

  • They can escalate to support

    • mobile
    troubleshooting
    app
    problems

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