Mobile apps connectivity troubleshooting guide.
- akapteyn (Unlicensed)
1. It accepted my access key, and I know my username and password is correct, but it still won’t work!
Verify that the access key you are using is the correct one. There are 3 different access keys for the mobile apps. Caregivers, clients and office staff each have their own and they are all 16 characters long. If you were given the client or caregiver access key, it won’t let you login with an office staff account. Same with Caregivers or client. If they were given the wrong access key, but using the correct username and password, it will not let them login. The account type and access key type need to match.
2. I think my access key is broken, it’s not activating on my app!
Ensure there are no typos in the access key when entering it in. If you feel you entered it correctly but it didn’t work, go ahead and try it again. It’s very easy to make a typo on a small on screen keyboard. Also ensure you are reading the access key correctly. There are common letters and numbers that can be mixed up such as a 1, I, L, 5, or S. So please do double check that you’re not entering in a 1 instead of an i or a 5 instead of an S, as an example.
3. I’m 100% positive that I have the right access key and have typed it in right, but it still won’t work!
If this is the case, ensure that your phones date and time settings are set correctly. This includes the date and time, as well as time zone. If any of these are off, Hometrak will not be able to activate to bring you to the next screen. You will have to navigate through the settings on your phone to find where the date and time configuration is located.
4. I’m at the next screen but it’s not accepting my username and password! This could be a number of issues here.
a) If you’re getting an error message that says forbidden, check your date, time and time zone on your mobile device. It is possible to enter in the incorrect access key, close out of the mobile app, and when you attempt it again later in the day, it brings you straight to the user login page even though it hasn’t been activated correctly on the previous screen. In this case, go back to device activation screen and attempt it again, On top of ensuring your date and time is correct.
b) You very well may not be using the right username or password. For office employees, you can use your Hometrak login, the same one you’d use on the computer. For caregivers or clients, this information will be emailed to you by someone in your office.
c) There is a space at the end of your username, and Hometrak is picking it up as an extra character. For example, if you copied and pasted your username from an email, sometimes that picks up an extra space at the end, and when pasting it in, that comes with it. So if your username is Mary@HTMobile, It will look correct. But there is an added space that is next to impossible to see. Delete out your username and type it manually.
5. My app worked 2 months ago, but now when I try to login, I can’t!
This could be due to updates, or general phone issues. But if this is the case, go back to the device activation screen and delete the Hometrak ID and access key, and re-enter the information.
6. NOTHING IS WORKING!
There may be settings cached/stored in memory that it’s not updating properly when you’re entering in an access key or username and password. This might happen on a device that has had the application installed for a while already, or you attempted this previously and are just now revisiting the mobile app after a few weeks or months hiatus. You may also try a reboot of your phone, or both uninstalling and rebooting.
7. I can’t install the app on my phone!
Please see the extensive list of supported devices /wiki/spaces/HCV5/pages/18547218.
8. Are you connected through a data or wifi connection?
Please ensure that you haven't lost connection to the internet either through WiFi or your phones data plan, otherwise you could encounter many of the above issues.