Troubleshooting

New Installation of CommCare

1. Navigate to the play store on the phone and search for "CommCare". Install the application.
2. Click on CommCare and it will give you an option to scan a bar code or enter a code. Choose "Bar code" Scan the attached bar code and install the application. Click on install and let the application finish installing
3. Once the installation, open the application. You will get a username and password screen.

Updating CommCare on Mobile

Normal Update (Recommended Workflow): This option is the normal update workflow for apps, and is recommended in most scenarios. Your device will need to have a network connection in order to update this way.

1. Log into CommCare (it is not possible to update CommCare when using Demo mode)
2. From the CommCare home screen, open the settings menu by pressing the three dots in the upper right-hand corner (or your phone's Settings button)
3. Select Update App and CommCare will look for a new version, and download it if available. The
4. most recent starred build.
5. When the download is complete, select the green update button to complete the upgrade process and log you out of the app
6. Once the app is updated, you will see a message that reads "App update was successful" and you can log in again to start using the new app version

Application Errors

There are several reasons for an Application Error message to appear. When an application error appears:-

1. First click “More Details” to get more information about your specific error
2. ** The "details" may be difficult to interpret but look for useful and understandable phrases.

Check the Date and Time of the Phone

If this is wrong, change it and try again. When an Application Error appears, record information about the error.

1. Push the middle key after the error displays. Above the middle button, the text More Details will display a long string of text which describes the type of error. This message will help us identify the exact problem.
2. Take a screenshot of the error message or;
3. If the error can be easily reproduced, document the steps you took in detail, step-by- step to cause the error to reappear again.

IO Exception [error in HTTP operation]

1. This means an issue with internet connectivity. Follow the “Data Will Not Send” steps to fix this.
2. “Phone is asking for Application Permissions”. Follow the steps in the Phone Setup guide to setup Application Access.

My Phone Will Not Turn On

This usually happens because the battery has run out.

1. User should plug in their phone to charge. Sometimes the screen will show nothing for a while.

2. If charging Phone does not fix problem. need to talk to Project Manager to get phone fixed.

My Date and Time are Wrong

It is important the Phone’s date and time are correct.

1. If possible, get help from your team members or reach out to ISS coordinators or from a trainer
2. If this is not possible, go to Menu -> Settings -> Date and Time -> Date and Time format
   1. Choose time, then time format.
   2. Change time format to 12-hour
   3. Press back (right option key) twice
3. Choose Date and time settings
   1. Change the time zone to the correct value.
   2. Change date and time to correct value.

Data Will Not Send

Sync with Server is Red and trying to sync does not work

First the user should choose “Sync with Server” option then press Ok. If they receive a message that says “Failed to Update” that means that there is a network issue. Try the following steps to fix the issue.

1. Check the date and time. It is extremely important that the date and time of the Phone are correct.
2. Check Network Reception for the cell network. If it does not, try in an area with internet connectivity.
3. Check your data balance
4. Dial for Airtel *137# or *3043 and TNM #123# to check the balance. If the Phone has no balance, talk to Project Manager about reloading balance on the Phone.
5. Make sure Airplane Mode is off – if there is an airplane icon on the top part of the phone, that means Airplane Mode is on. Airplane Mode turns off network connectivity. To turn it off, go to Menu -> Settings -> Profiles and choose General. Then Open CommCare login and try “Sync with Server” again.
6. If these steps do not resolve the issue, please speak with the Project Manager.

Application Will Not Open

Application displays a spinning loading forever. Sometimes the application gets into an odd state.

1. Try exit the application and open it again. This may fix the issue.
2. If exiting the application does not fix the issue, turn off the Phone and turn it back on again. This may fix the issue.
3. If turning the Phone off/on does not fix the issue, you may need to re-install CommCare. To fix this follow the steps to Re-install CommCare. Note, any unset data will be lost if you do this.

CommCare cannot open

1. Go to the Home Screen. Make sure that “CommCare” is shown on the screen above the Right Option Button. If it is, press the Right Option Button again. Sometimes the application does not load the first time.
2. If “CommCare” is not shown, that means the shortcut has been removed.
   1. First check if CommCare is still on the Phone. Go to Menu -> Apps -> My Apps and make sure that CommCare is listed there. If CommCare is not there, you will need to reinstall CommCare to the Phone.
   2. If CommCare is still on the Phone, follow the Phone Setup Guide steps to setup application shortcut

I can’t move forward once I log into the application

1. If your screen remains frozen while ‘attempting to contact the server’ there may be a problem with connectivity. Try again in another area.
2. This may also occur if your phone balance is too low. Dial *137# or *3043 on Airtel and #123# Airtel to see your balance. If balance is too low, please contact your Project Manager.

I can’t move forward in the form

1. Sometimes you get a message (for example, “Sorry, this response is required!”) when entering a value for a question. This means that you have not answered a question. Make sure that the value you have entered is correct.

2. Data validations are applied within the application for different types of questions. They are important because they allow us to collect clean data

Any Other Issues

1. Follow the steps to Reinstall CommCare Installing the application. If this does not fix the issue, please contact Project Coordinator.

I am out of balance, what can I do?

1. Please contact your Project Coordinator (mw-mhealthcoordinators@onsehealth.org) to discuss balance and recharge phone.