Technical Troubleshooting Tips for the RethinkBH App - IOS and Android

If you are experiencing issues with the mobile app, here are some steps you can try to resolve your issue. If these steps don't correct the problem contact support@rethinkbh.com for further guidance.

1)Download the latest version of the app: 

Make sure you have the most updated version of the app.  To check this, open your app and on the log in page, it will tell you the version you have installed:

2) Updating your app:

If updating the app does not resolve the issue try the following: Delete the app, turn of your phone for at least 30 seconds, turn it back on and re-download the app again.

3) Login Trouble Shooting:

Each user should make sure that when logging into the app, they are NOT logged in with the same credentials on any other device. If switching devices, please make sure to fully log out on the first device, prior to transferring the session to the second device.  

4) App Updates:

The Rethink App has to be manually updated on your mobile device when new versions of the app are released. Prior to logging in to the app, please make sure you have no pending updates for the Rethink app

Manually update iOS apps:

You can check to see if the developer of an iPhone app has released an update. Simply open the iTunes App Store on your iPhone, and tap the Updates icon at the bottom of the screen. Click the Updates icon, located in the bottom-right corner of the screen.

Manually update Android apps:

1. On your Android smartphone or tablet head to the Google Play Store.

2. Hit the menu button (three square dots) which is located at the top right hand side of the screen and select 'My Apps'.

3. This menu is where you can see which apps on your device have available updates.

5) RECOMMENDED: Extend the Auto-Lock Time out on your Device:

 iOS - How to set Auto-Lock time

1. Launch Settings from the Home screen.

2. Tap on Display & Brightness.

3. Tap on Auto Lock.

4. Tap on the timing you prefer: 30 Seconds. 1 Minute. 2 Minutes. 3 Minutes. 4 Minutes. 5 Minutes. Never.  When this is extended to 5 minutes or Never, it will not lock your screen which may be preferred during therapy sessions  

5. Tap on the Display & Brightness button at the top left to go back.

Android – How to set Auto-Lock time

1. Head into your device Settings.

2. Tap on Display.

3. Tap on Sleep. ...

4. Simply choose the amount of time that works best for you.
   

Additionally for Android Devices: How to allow Rethink To Run in the Background and how to now allow the app to sleep: 

A: Allowing the Rethink App to prevent the device from sleeping:

1. Go to your Device settings
2. select Device Care
3. Select Battery
4. Select App power Management
5. select Apps that won't be put to sleep
6. Select Add apps 
7. Select the dot next to Rethink BH 
8. select save 

A: Allowing the app to run in the background: 
1. Go to your device's settings 
2. Select "Apps & Notifications" 
3. Select "more" 
4. Select "Special Access" 
5. Select "optimize Battery Usage"
6. Select the drop-down and select "all" 
7. Turn the toggle to "off" for the Rethink app. 

6) Clear out ALL other apps running in the background of your device!

For better performance, be sure to not have too many programs running at once. Please refer to the instructions below. 

• Clear out background apps for iOS: https://www.imore.com/how-force-quit-apps-on-iphone-ipad 

• Clear out background app for Android: https://www.tomsguide.com/us/close-android-apps,news-21281.html 

7) Preparing your device for OFFLINE Data collection:

To take data offline, you must first login to the app in an area with WiFi and select the clients, skills, and behaviors that you plan on working with offline for that day or session. Once you’re logged in again in an offline area, the app will recognize and allow data collection ONLY for the clients, skills, and behaviors that were selected in an online area. Other clients (not selected with wifi) should be dimmed and not enabled for data collection.

8)Switching from online to offline data collection with the app:

If you're working in an area where the internet connection is not consistent; a fluctuation between online or offline DURING a session will have NO bearing on your ability to record data. When SYNCING data, please be aware if your are online or offline when you press SYNC or the Check Box.  

If you sync ONLINE, your data will transfer to the website, and will not save in the app.

If you sync OFFLINE, your data will be SAVED in the app. 

To sync saved offline data, you must LOGOUT and log back in when you are once again in an area with ONLINE CONNECTIVITY. Once you have done so, your data will AUTOMATICALLY Sync to the website, and will no longer appear in the app.

Need Help?

Contact us: support@rethinkbh.com