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 your phone’s main screen to find and tap on the 'Settings' gearbox icon:
2. Select 'General' inside the settings menu:
3. Next, you’ll want to select 'iPhone Storage':
4. Select the 'CareLineLive' app:
5. Within the app’s settings are various details about the app, including its size and usage. You’ll also see two buttons: 'Offload App' and 'Delete App':
Offload App - only clears some app cache, including storage space. To continue using the app, you will need to reinstall it. However, it does not remove all data.
Delete App - deletes the app and all associated cached data. If you reinstall the app afterwards, you will not regain any data that had not been synced with the servers.
6. In this instance, you want to delete the app and all data. Tap on 'Delete App' and then select 'Delete App' again on the pop-up window to confirm:
7 - Once this has been done, you can re-download and install the CLL app from the App Store and proceed to log back in by entering your URL, Email & Password.
8 - Go to the app's settings and check that 'Use new sync mechanism' is set to on.
9 - 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.