Commcare care app stopped working

Hi,

The Commcare app has stopped working on all our devices. Pfa screenshot for
reference. Could you please help to resolve the issue.

Thanks,
Vaibhav

Hello Vaibhav,

There was a known issue earlier that was causing this behavior.

Our engineers have now resolved the issue.

On your end, you will need to clear user data from the phone and then sync
again. Please refer to this article
https://confluence.dimagi.com/display/commcarepublic/CommCare+Android+Troubleshooting for
more information on how to clear user data. However, please note that any
unsent forms will be lost if you clear user data. This should not affect
any forms already sent to the server.

Do not hesitate to write back to us if the error persists or if you have
more questions.

Apologies for any inconvenience that may have been caused.

Best,

Kishan Sampat

··· On Wednesday, July 20, 2016 at 3:23:59 PM UTC+5:30, Vaibhav Thawal wrote: > > Hi, > > The Commcare app has stopped working on all our devices. Pfa screenshot > for reference. Could you please help to resolve the issue. > > Thanks, > Vaibhav > > >

Dear Kishan,
Thanks for your support. We realized that few more users reported a similar
issue and followed the steps suggested on the forum to troubleshoot. The
app is working fine now.
Thanks,
Vaibhav

Dr. Vaibhav Thawal, CTTS, MPH
Project Coordinator | LifeFirst
Narotam Sekhsaria Foundation
Nirmal Bldg,1st Floor,
Next to INOX, Nariman Point,
Churchgate,
Mumbai 400 021
https://twitter.com/LifeFirst_NSF

··· On Wed, Jul 20, 2016 at 4:52 PM, Kishan Sampat wrote:

Hello Vaibhav,

There was a known issue earlier that was causing this behavior.

Our engineers have now resolved the issue.

On your end, you will need to clear user data from the phone and then sync
again. Please refer to this article
https://confluence.dimagi.com/display/commcarepublic/CommCare+Android+Troubleshooting for
more information on how to clear user data. However, please note that any
unsent forms will be lost if you clear user data. This should not affect
any forms already sent to the server.

Do not hesitate to write back to us if the error persists or if you have
more questions.

Apologies for any inconvenience that may have been caused.

Best,

Kishan Sampat

On Wednesday, July 20, 2016 at 3:23:59 PM UTC+5:30, Vaibhav Thawal wrote:

Hi,

The Commcare app has stopped working on all our devices. Pfa screenshot
for reference. Could you please help to resolve the issue.

Thanks,
Vaibhav


You received this message because you are subscribed to the Google Groups
"commcare-users" group.
To unsubscribe from this group and stop receiving emails from it, send an
email to commcare-users+unsubscribe@googlegroups.com.
For more options, visit https://groups.google.com/d/optout.

Dear Dr. Thawal,

Sincerest apologies for the problem today.

I wanted to let you know that our team has further addressed the issue, and
any users who are experiencing problems should only need to press the Sync
with Server button and sync with HQ, afterwards the app should resume
working normally. No one should need to follow the more complex “clear user
data” workflow.

We hope this should make recovering from the issue easier for any remaining
users, and apologize for the disruption.

Clayton Sims
VP of Mobile Engineering
Dimagi, Inc

··· On Wed, Jul 20, 2016 at 7:50 AM, Vaibhav Thawal < drvaibhav.thawal@nsfoundation.co.in> wrote:

Dear Kishan,
Thanks for your support. We realized that few more users reported a
similar issue and followed the steps suggested on the forum to
troubleshoot. The app is working fine now.
Thanks,
Vaibhav

Dr. Vaibhav Thawal, CTTS, MPH
Project Coordinator | LifeFirst
Narotam Sekhsaria Foundation
Nirmal Bldg,1st Floor,
Next to INOX, Nariman Point,
Churchgate,
Mumbai 400 021
https://twitter.com/LifeFirst_NSF

On Wed, Jul 20, 2016 at 4:52 PM, Kishan Sampat ksampat@dimagi.com wrote:

Hello Vaibhav,

There was a known issue earlier that was causing this behavior.

Our engineers have now resolved the issue.

On your end, you will need to clear user data from the phone and then
sync again. Please refer to this article
https://confluence.dimagi.com/display/commcarepublic/CommCare+Android+Troubleshooting for
more information on how to clear user data. However, please note that any
unsent forms will be lost if you clear user data. This should not affect
any forms already sent to the server.

Do not hesitate to write back to us if the error persists or if you have
more questions.

Apologies for any inconvenience that may have been caused.

Best,

Kishan Sampat

On Wednesday, July 20, 2016 at 3:23:59 PM UTC+5:30, Vaibhav Thawal wrote:

Hi,

The Commcare app has stopped working on all our devices. Pfa screenshot
for reference. Could you please help to resolve the issue.

Thanks,
Vaibhav


You received this message because you are subscribed to the Google Groups
"commcare-users" group.
To unsubscribe from this group and stop receiving emails from it, send an
email to commcare-users+unsubscribe@googlegroups.com.
For more options, visit https://groups.google.com/d/optout.


You received this message because you are subscribed to the Google Groups
"commcare-users" group.
To unsubscribe from this group and stop receiving emails from it, send an
email to commcare-users+unsubscribe@googlegroups.com.
For more options, visit https://groups.google.com/d/optout.