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Troubleshooting App Connection Issues (iOS & Android)

Troubleshooting App Connection Issues (iOS & Android)

If the app is not loading or you see a network error, it usually means the device cannot connect to the internet or reach our secure servers.

This can happen when:

  • There is no cell service
  • Hospital Wi‑Fi requires login or acceptance before use
  • The Wi‑Fi blocks some apps
  • The connection is weak or unstable

Follow the steps below to restore the connection.

Quick Fixes

  1. Turn Airplane Mode ON, then OFF

    (This resets the phone’s network radios)

  2. Turn Wi‑Fi OFF and try using cellular data

    (Some hospital Wi‑Fi networks block secure apps)

  3. Try moving to a different location

    (Some areas of hospitals have weak signal)

  4. Restart the phone

    (Resets the network connection to our servers)

Tip: Most issues are resolved by the steps above.

Hospital Wi‑Fi Access

Some hospital Wi‑Fi systems require approval before giving full internet access.

Check if Wi‑Fi Requires Login

  1. Open Safari (iOS) or Chrome (Android)
  2. Try going to any website
  3. If a hospital login page appears, follow the instructions

Until this step is completed, the app cannot reach our servers.

Using Cellular Data

If Wi‑Fi is not working, turn it off and use cellular data instead.

iPhone

Settings > Wi‑Fi > Off

Android

Swipe down from the top > tap the Wi‑Fi icon to turn it off

Tip: In areas with poor service (basements, interior rooms), move toward a hallway or window.

Network Security Restrictions

Some hospital networks block external apps and systems for security reasons.

If:

  • Wi‑Fi is connected
  • You can open websites
  • But the app still cannot connect

Then the Wi‑Fi may be blocking the app’s connection.

Solution

Turn off Wi‑Fi and use cellular data instead.

Support Information to Provide

If you still cannot connect, please share the following with support:

  • Your facility/location
  • Whether you are on Wi‑Fi or cellular
  • Whether you saw a Wi‑Fi login screen
  • A screenshot of the error if possible

Summary

Issue Solution
No service Move to a better signal or use Wi‑Fi
Wi‑Fi requires login Open browser and complete the login page
Wi‑Fi blocks some apps Turn off Wi‑Fi and use cellular
App still not connecting Restart phone