Quote from Lauren on 15th July 2019, 10:11 am
Hi
Thanks for your message, if the update is not getting through to the server, then this is normally due to a poor network.
The first thing your engineer could try would be to test the strength of the data network (there might be a good signal but that is related to voice). To do that from within the app
- Click the Okappy icon,
- Click More
- Click Test network speed
If the network is poor, ensure they’re not connected to a private WiFi network, or try restarting the connection by switching airplane mode off then on. If the network is still poor then force restart the phone.
Failing that if you could let us know the following we can give them a call and try and diagnose the cause
- Engineers name
- Phone type
- App version
- Results of network speed test
- Their phone number
Thanks
Lauren
Hi
Thanks for your message, if the update is not getting through to the server, then this is normally due to a poor network.
The first thing your engineer could try would be to test the strength of the data network (there might be a good signal but that is related to voice). To do that from within the app
- Click the Okappy icon,
- Click More
- Click Test network speed
If the network is poor, ensure they’re not connected to a private WiFi network, or try restarting the connection by switching airplane mode off then on. If the network is still poor then force restart the phone.
Failing that if you could let us know the following we can give them a call and try and diagnose the cause
- Engineers name
- Phone type
- App version
- Results of network speed test
- Their phone number
Thanks
Lauren
