# What can cause communications loss to the App?

THERE ARE MANY THINGS THAT CAN CAUSE COMMUNICATIONS LOSS ON YOUR PHONE AND ANY
OF THESE CAN IMPACT THE APP

Check through each of these suggestions to eliminate any of these possible
issues.

SITUATION / REASON

 

SOLUTION

 

NOTES

 

Opening the App - your app is an old version and requires the latest version to
work with a new feature  You might need to update your app
[https://support.forgetmenot.chat/how-do-i-update-the-app?hsLang=en] to get the
latest version    

Opening the App - your network connection is not connecting to the internet or
is blocked or requires sign-in to a captive portal  If you  are on a WiFi
network

 * try and turn off the WiFi, then turn it back on again to re-establish the
   connection, the WiFi may just need clearing
 * make sure you are signed in to any captive portal, as some WiFi networks
   require this
   
 * If you see a phone popup saying 'WiFi has no internet access' try and connect
   to a different network
   
 * make sure you have accepted any reCAPTCHA
   [https://www.google.com/recaptcha/about/] input
   
 * Try connecting to another WiFi network or use a mobile data network to see if
   this fixes the communication issue

 

Note: Some WiFi networks can have restrictions in place that block access to
certain websites or restrict to certain connection types.

If the connection is established using a different network connection then the
most likely cause is the original network has a firewall or similar blocking
functionality turned on

Contact your company's IT department to find out which is the best WiFi network
to use to gain access to the internet and use this network

 

Opening the chat - you have just been disconnected from the chat - it happens
sometimes and is easily fixed.  To reconnect just tap back in the top left
corner of the app to go back to the Today dashboard
[https://support.forgetmenot.chat/today-dashboard?hsLang=en].
Then tap Start today’s questions or tap the card for the Series you had open.
Your messages will start coming through again.  If the reconnect doesn't fix the
issue then you may need to update your app to the latest version
[https://support.forgetmenot.chat/how-do-i-update-the-app?hsLang=en] to make use
of some new features. 

 

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