Luck favors the prepared, and it is impossible to be too prepared for the launching of your new app. Whether you are having a launch event for your employees, or simply distributing the app through an email, be prepared for any scenario with these troubleshooting tips.
1. Have the download link ready to text to people on the spot who "can't find it in email."
No matter how obvious you think the email is, it never fails that at least one person will ask you for the link. They may have thought it was spam and deleted it, or they skimmed the email so fast that they didn't see it. Be sure to have the download link ready.
2. Familiarize yourselves with how to deal with common iOS and Android download questions.
Be sure to read our articles What do I do if the redemption code for the app didn't work on my Apple device? and Why does this app require permissions on my Android?
Remember, this is a private app delivered in a different way than through normal [public] App Stores, so the process may look different to a typical end user.
3. If an iPhone goes blank or spins for a long period of time after clicking the download link:
Go to App Store > Featured > Redeem, enter iTunes password, then manually type in a single use code. These codes can be given to you in a spreadsheet from your CSM.
4. Other issues:
If, at the end of this process you still cannot download the app, note the the employee's email and hardware (Phone type and the phone's operating system), and notify firstname.lastname@example.org, CCing email@example.com
1. Tell employees to find the email from "user-admin" with their unique password in it:
Sometimes this message is sent to the Clutter or Junk folder, so that should be the first place users look if they believe they didn't receive the email.
2. The password in the email is only good for 72 hours from the time of generation:
If this time has passed, the password must be reset in the MAS.
3. There are two ways to reset a password:
In the MAS, the Admin can go to the Menu, click on Manage Your App Users > All Users > click the person's email > click the padlock.
If the employee has already had at least one successful login, they can click "Forgot Password" on the app login page itself. This will email the user and prompt them to create and confirm a new password. See our article on self-serve password resets.
4. The main issue we see with login is typos:
This is mainly because users may glance at an "l" and think it's a "1", or they mistyping the password and don't realize it due to security features.
We recommend users copy/paste from the email to the app. It's important to note that case sensitivity is not an issue in regards to the username.
5. Other issues:
If, at the end of this process you still cannot login a user, note the the employee's email and hardware (Phone type and the phone's operating system), and notify firstname.lastname@example.org, CCing email@example.com