A poor connection to Wi-Fi is the number one cause for app performance issues, so the first step in troubleshooting is to verify that the attendee is connected to Wi-Fi and has a strong signal.
Often times with hotel/conference center Wi-Fi you'll need to connect to the signal and also need to log in through a webpage. To do so, connect to the signal and then open a web browser on the device and you should be automatically prompted to log in.
Frequently Asked Questions
Q: Why am I receiving an email address error message?
A: If an attendee receives an error message stating their email is incorrect, it is possible that the email was misspelled on the login screen or they are not using the same email address to login as what they are registered with in the CMS. To change an attendee’s email address in the CMS, navigate to the “Event Day” tab and search for them using their first or last name in the “Find Attendee” section, and select their name once it appears. Click on the pencil icon to edit their attendee profile, alter the email address to be correct, and click 'Save Changes'. The attendee should then be able to access the app using the new email address.
Q: Why am I receiving a password error message?
A: If an attendee receives an error message stating their password is invalid, it is possible that the password was mistyped (passwords are case sensitive). To reset a password for an attendee in the CMS, navigate to the “Event Day” tab, search for the attendee’s name in the “Find Attendee” section, and select their name once it appears. Click 'Reset Password' and then click 'Ok' to generate the attendee’s new password. If the attendee would like to create a custom password or reset their existing password, they can click “Reset Password” from the login screen in the app. This will send the attendee an email with instructions and their new password.
Q: What platforms can be used to access the app?
A: iOS: the iOS app is compatible with iPhones, iPads, and iPod touches running on an operating system of 11 and above. Device models older than the iPhone 4s, iPod touch 5th generation, and iPad 2 will not be able to run 11. If your DoubleDutch app is on version 7.0+ and you are using an iOS device, the app is only supported on iOS 11 and higher.
Android: the Android app is compatible with Android phones and tablets running on an operating system of 5.0 and above.
HTML 5: HTML 5 is a web-based application and can be accessed on a web-browser (optimized in Chrome, Safari, Firefox, IE 11+) used for desktops, Blackberry 10, and Windows Phone IE.
Q: How do I force close an app on iPhone/iPad?
A: To force close an app on iOS 10+ double tap the home button (hold on iPhone X) to bring up the multitasking menu. Swipe up on the screenshot of the event app to force close it.
Q: How do I force close an app on Android?
A: Navigate to the phone’s settings (varies depending on the device) and tap on 'Manage apps'. Find the app in the list, tap on it and select 'Force Stop' (language may vary slightly).
Q: Why is my app stuck spinning/loading?
A: Sometimes the app will appear to be constantly loading. Often, this is due to jumping between different Wi-Fi connections, disconnecting/connecting multiple times or just a poor connection. The best way to resolve this is to confirm a connection, then force close the app (see above) and try launching again.
Q: Why is my app freezing at the splash screen?
A: If the app freezes at the splash screen and won’t proceed beyond that, first force close the app (see above) and try launching again. If that doesn’t work, try deleting and re-installing the app.
Q: How do I reset an Apple App Store password?
A: Attendees using iOS devices will need to enter their App Store password to download the app. If any attendees have trouble remembering their password, they can head to iforgot.apple.com. They’ll enter their Apple ID – the email address associated with their account – then verify their account via email or by answering their account’s security questions. After following the instructions provided, the attendee will be prompted to enter their new password. After submitting the new login information, they’ll be all set to download the app.
Q: Why does the content look out of date and/or is missing app sections?
A: Sometimes configuration changes are made after the user has downloaded and logged into the app, so the app content needs to be reloaded. You can refresh app data by logging out and back into the app.
Q: Can I login on multiple devices?
A: Yes, users are able to sign in using the same account on multiple devices. If the user changes the password on one device, the other device will be in an invalid login state. To avoid any issues, make sure the user is logged out of all devices before resetting the password. Users will only receive push messages on one device per account.
Q: What's a good first step if I'm experiencing something strange in the app?
A: In general, if the app seems to be behaving oddly, a force close is a great first start. This typically clears out any issues that might be going on. If that doesn’t do the trick, uninstalling/re-installing the app is a good second step. In particular, Android devices are known to occasionally download apps incompletely (not common, but it happens).
Pro Tip: While you’re assisting attendees, take a minute to show them how to set up their in-app profile, post a status update, and view the activity feed. Giving a quick high-level overview can greatly help adoption and engagement with the app. You can also direct attendees to the in-app FAQs located in the Support section (found in the in-app Settings on iOS devices) for even more tips on how to use the app.
Attendees can also always contact DoubleDutch support at firstname.lastname@example.org for help!