Overview

Most mobile app issues can be resolved by updating the app, checking your connection, signing out and back in, or reinstalling the app.

This article applies to the OnBoard mobile app for iOS and Android.

What you may notice

You may see messages like “Your connection to the server was lost” or “Something went wrong.” The app may also fail to load, stop syncing content, crash, freeze, or become unresponsive.

These issues are usually caused by an outdated app version, a weak or interrupted internet connection, a stale sign-in session, or low device storage.

Resolution

Try these steps in order:

1. Update the app. For help, see How to Update the OnBoard Mobile Apps.
2. Check your internet connection.
3. Try switching to a different network, such as Wi-Fi or cellular data.
4. Force-close the app, then reopen it.
5. Sign out of the app, then sign back in.
6. Restart your device.
7. Free up device storage if space is low.
8. Delete and reinstall the app as a last resort.

After reinstalling, your content will re-sync after you sign in.

Additional notes

If the issue continues after trying these steps, contact Support and include:

• Your device type 
• Your operating system version
• Your OnBoard app version