If a carer has been logged out of the app and is encountering an error while trying to log back in or is unable to sync their data with their rota, it may be because some data is stuck in the device's internal cached memory.
To resolve this issue and restore the connection to the app service, please clear the cached data and reload the app.
Kindly share the following instructions with the affected carer and advise them to follow the steps carefully:
⚠️ Please be aware that completing this process will delete any unsaved data, including notes or visit information that has not yet been synced with the servers. Before proceeding, ensure you make a copy of any important information in a note or similar format. If you have any doubts, please contact support for assistance before moving forward.
1 - Navigate to the 'Settings' on your Android device:
2 - Select 'Apps':
3 - Select 'All Apps':
4 - Scroll down the list and select 'CareLineLive':
5 - Select 'Storage and cache':
6 - Click on the 'CLEAR STORAGE' button:
7 - When asked whether to 'Delete app data?' select 'OK':
8 - Press the back arrow and then click the 'OPEN' button:
9 - You will be prompted to log back in by entering your URL, Email & Password:
10 - Grant all 4 of the permissions that are requested by the app:
11 - Go to the app's settings and check that 'Use new sync mechanism' is set to on:
12 - To finish, whilst in the settings, click on 'Force sync' to check the app is communicating properly:
Carers can check the last time their device communicated with the servers by looking at the 'Last Synced' status under the 'Force Sync' area, which is highlighted above, as well as at the top of their 'Rota' page. It is important for carers to monitor this information to ensure their device's sync status is up to date and that it is receiving any updates from the Management Portal.
If issues persist after following these steps, then please contact our Support Team by submitting a new ticket in your Management Portal or by calling the Support Line.