Having the app crash on you is frustrating. Before contacting Support, here are some of the most common things that might affect the application and cause it to crash. Take a look at this list and hopefully, you can get your issue resolved without having to open a ticket:
- Repeatable Sections
- Using multiple repeatable sections (i.e. in the hundreds) may cause the application to crash if the devices being used are outdated or with lower configurations.
- Running additional applications in the background
- Running multiple, unrelated, applications in the background of the device, especially if it’s an older device, can affect the performance of the ProntoForms application. Keep additional applications running in the background to a minimum.
- Using an older/ outdated version of the application
- Keeping the application up to date is an ideal practice and we request that all our customers make sure they are running the latest version of the ProntoForms application. With each update, not only are we adding new features, but we are also updating the code to ensure our application is taking advantage of the latest optimizations, allowing the users to get the best result out of the product.
Supported Operating Systems for the ProntoForms mobile app
- Using an older/outdated device with low configuration
- Users using devices with low memory and hardware specs are more likely to risk the application crashing if the form is built using multiple repeat sections and if it has multiple pages to be filled before submission.
- Updating the OS version of your app would also be an important thing to do to reduce the possibility of the app crashing due to the device being out of date.
- In addition, it is important to note that more recent versions of the ProntoForms app is not compatible with Older Windows OS builds.
- If the reconciler stops in the middle of the process and an app crash occurs, try the following steps, before contacting support:
- Restart the computer/laptop.
- Uninstall the ProntoForms application. If you are using Windows, check the C:\Users\<user>\AppData\Local\Packages folder to ensure that the ProntoForms package is no longer present.
- Restart the computer/laptop again
- Install the ProntoForms application
A special note about Conditional Logic.
There are instances where the conditional logic on a few or all platforms shows an error in which the best course of action is to gather the application logs and send them to Support. Once we have the logs, we can navigate the root cause of the error caused by the specific Conditional Logic conditions being used and update you with steps to resolve the error.
Other things you can try before reaching out to the ProntoForms Support Department would be:
- Make sure to check that the latest version of the application is installed on your device.
- Use the Reset Form function by following these steps:
- Clicking on Settings> Advanced Settings> Reset Forms
- Allow a few seconds before opening the form again.
- Confirm if the issue can be replicated, If it is replicable, being able to provide logs from before and after the crash is helpful for logging a ticket with Support. Refer to this article How-To: Send Logs to Support.
- Looping in the internal IT department of your organization. They can likely clarify the number of affected users facing a similar issue.
- Ideally, testing on a different platform. This will help to understand if the crash is limited to a single platform or multiple platforms along with the version of the application.
#TechTalkSupport
------------------------------
Dhruven Upadhyay
Technical Analyst
ProntoForms
------------------------------