For Android

Step 1:  If the app is crashing and getting ANR (App Not Responding) app not opening, app exits in use, Ask customer to Go into Phone Settings > Go into Manage apps and select Biz Analyst App. >Go into Storage option and then click on Clear Data. > Open Biz Analyst App on your mobile phone and login with your credentials. 

Step 2: If the Above Steps does not resolve the issue, ask the customer to take a video of the app crash and raise this ticket with the L2 team. 

Step 3: L2 team will escalate to DEV team with video, company details, mobile details, steps when the app is crashing.

Step 4: After Dev team resolves the issue then the respective agent needs to inform the customer and check whether the issue is resolved or not.

For IOS

Step 1: In terms of I-Phone if app crashes you need Uninstall the App and Reinstall it back on mobile 

Step 2: If the Above Steps does not resolve the issue, ask the customer to take a video of the app crash and raise a ticket for the L2 team. 

Note- If the issue is not resolved, then forward that call to the L2 team or raise a ticket.