# Bug reporting - app & website **URL:** \ **Category:** Fixing bugs: in spirit and in software\ **Created:** [7 December 2021 13:15 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57 "2021-12-07T13:15:46Z")\ **Posts on this page:** 20\ **Page:** 4
**Author:** ![Aaron](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/aaron/32/527_2.png) [@Aaron](https://treehouse.sofi.health/u/Aaron)\ **Post date:** [16 March 2022 19:04 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/63 "2022-03-16T19:04:18Z")
Have you tried clearing the cache ? 🤔I don’t really know just trying to come up with any idea to help to be honest 😂😂 ---
**Author:** ![sonja.ekkers.77](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/sonja.ekkers.77/32/1759_2.png) [@sonja.ekkers.77](https://treehouse.sofi.health/u/sonja.ekkers.77)\ **Post date:** [16 March 2022 19:05 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/64 "2022-03-16T19:05:38Z")
Cache 🤯🤯🤯🤯 no idea what your talking about 🤣🤣🤣 ---
**Author:** ![Aaron](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/aaron/32/527_2.png) [@Aaron](https://treehouse.sofi.health/u/Aaron)\ **Post date:** [16 March 2022 19:09 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/65 "2022-03-16T19:09:27Z")
Into settings , apps, select the app and there should be a option to clear storage and cache ( I’m a android user ) 😂 ---
**Author:** ![sonja.ekkers.77](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/sonja.ekkers.77/32/1759_2.png) [@sonja.ekkers.77](https://treehouse.sofi.health/u/sonja.ekkers.77)\ **Post date:** [16 March 2022 19:10 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/66 "2022-03-16T19:10:02Z")
Going to try that and Android here too ---
**Author:** ![karen.trushaden](https://avatars.discourse-cdn.com/v4/letter/k/3ab097/32.png) [@karen.trushaden](https://treehouse.sofi.health/u/karen.trushaden)\ **Post date:** [16 March 2022 19:42 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/67 "2022-03-16T19:42:40Z")
App continually crashing so unable to journal ---
**Author:** ![BrandNewMe](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/brandnewme/32/1317_2.png) [@BrandNewMe](https://treehouse.sofi.health/u/BrandNewMe)\ **Post date:** [16 March 2022 20:13 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/68 "2022-03-16T20:13:13Z")
I thought it was just me but I see the app is behaving badly for everyone today. If it’s not crashing, I’m looking at a white screen. Force closing didn’t work. Restarting my tablet didn’t work. @sonja.ekkers.77 did you have to re-pair your stick after re-installing? ---
**Author:** ![sonja.ekkers.77](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/sonja.ekkers.77/32/1759_2.png) [@sonja.ekkers.77](https://treehouse.sofi.health/u/sonja.ekkers.77)\ **Post date:** [16 March 2022 20:30 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/69 "2022-03-16T20:30:45Z")
Yes I had to but it paired quickly ---
**Author:** ![Kaveh](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/kaveh/32/59_2.png) [@Kaveh](https://treehouse.sofi.health/u/Kaveh)\ **Post date:** [16 March 2022 22:46 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/70 "2022-03-16T22:46:03Z")
Can confirm that the app is back up on Android and iOS @karen.trushaden … is it restored for you as well? xx 🙏 ---
**Author:** ![karen.trushaden](https://avatars.discourse-cdn.com/v4/letter/k/3ab097/32.png) [@karen.trushaden](https://treehouse.sofi.health/u/karen.trushaden)\ **Post date:** [17 March 2022 06:18 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/71 "2022-03-17T06:18:21Z")
No still crashes immediately after opening, but I will re install it and see if that helps. ---
**Author:** ![Kaveh](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/kaveh/32/59_2.png) [@Kaveh](https://treehouse.sofi.health/u/Kaveh)\ **Post date:** [17 March 2022 15:06 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/72 "2022-03-17T15:06:04Z")
Yesterday we had the first single occurrence of a sofi app crash across iOS and Android Pioneers since we went live with sofi on Dec 13th, 2021 – this was Day 95 of our systems being live. 🐣 As with all system-wide errors, it wasn’t a single event that went wrong. A combination of: i. using a new test account without historical user data to observe the crash, ii. a delay in reverting the Android app when the iOS app was reinstated, and iii. a new error we hadn’t observed before, meant that iOS devices were up in under an hour, but sofi services on Android were not restored for a few hours. 😭 Most technical challenges with Bluetooth pairing, maintaining the Bluetooth bridge and crashes since sofi’s launch are with Android devices. Of the 188 conversations on our support system, 164 are with Pioneers using Android devices. A significant portion of our Pioneers are Android users, so we work to ensure that sofi is accessible to the widest range of (legacy) smartphone users. The primary challenge with Android is that although it is a lovely single word, it is multiple manufacturers with generations of devices and multiple operating systems. (Naughty Androids !) The dev team have made several corrections to our processes, including pre-releasing to multiple accounts and devices and operating systems in advance of upgrades to the build, simultaneous restore on both iOS and Android, and more robust quality assurance processes once we manage to get the majority of Pioneers who have now received the S1 boxes up and running. We do not doubt that there will be more of these growing pains as we start expanding the Pioneer community, (from 🐣 to full on 🐥) increase the range of devices we support, and accelerate innovation within the sofi app. And we will be better prepared and faster in responding to all devices in the future. The image below shows that crashes immediately came down once we spotted the rogue Android delay in restoring to the previous build. ![sofi app crash report](https://europe1.discourse-cdn.com/flex013/uploads/treehouse/original/1X/0d23f3f5315fb1c3da45b6d13ad35af898f1f00b.jpeg) A special thx to our incredible Pioneers, who immediately brought this to our attention and the support they provided each other. We will have more of these, but with our Pioneers’ help and awesome dev team, we will be ready and plan to respond even faster. As always grateful for all the support, patience and perseverance as we build our sofi together. If anyone is still experiencing any issues concerning this outage, please message me or @alex, and we will make sure to prioritise getting the system up. But it looks like we have been pretty stable since 21.00 last night. We are shortly releasing “A survival guide for Pioneers” based on the most common faults and troubleshooting we have supported in the last few days and will post it in the treehouse. We would love your feedback on that shortly. In the meantime, thank you for all the love and support. xx 🙏 ---
**Author:** ![natascha\_mani](https://avatars.discourse-cdn.com/v4/letter/n/71e660/32.png) [@natascha\_mani](https://treehouse.sofi.health/u/natascha_mani)\ **Post date:** [20 March 2022 12:04 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/73 "2022-03-20T12:04:00Z")
Thank you downloaded afain! From play store Yay! ---
**Author:** ![triplethreat3](https://avatars.discourse-cdn.com/v4/letter/t/e68b1a/32.png) [@triplethreat3](https://treehouse.sofi.health/u/triplethreat3)\ **Post date:** [20 March 2022 17:41 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/74 "2022-03-20T17:41:40Z")
I have nothing for over a week, uninstalled, reinstalled. Hasnt regustered sprays. This chst roo. Has not been woeking either, first day, i can actually see conversations. ---
**Author:** ![Kaveh](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/kaveh/32/59_2.png) [@Kaveh](https://treehouse.sofi.health/u/Kaveh)\ **Post date:** [20 March 2022 20:03 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/75 "2022-03-20T20:03:03Z")
Interesting @triplethreat3 - are you back up and running on your sofi stick? have you also checked the battery? We have just started circulating a survival guide for pioneers - wonder if you have had a chance to look at it and just once run through everything (bluetooth check, app check, clear cache check if on android, reinstall, …) and then also check battery level on sofi stick and that the sofi electronic brain recognises the bottle … so we just check each part one by one and we can then work out how to solve it! Link to view the [survival guide for pioneers (click here)](https://support.sofi.health/guide). Let me know how you get on V xx 🙏 ---
**Author:** ![cara.meakins](https://avatars.discourse-cdn.com/v4/letter/c/a87d85/32.png) [@cara.meakins](https://treehouse.sofi.health/u/cara.meakins)\ **Post date:** [28 March 2022 20:41 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/76 "2022-03-28T20:41:10Z")
Hi ive been using the sofi stick with no2 for a while now amd logging. The sofi stick connects but when i use the sprays it doesnt seem to register the sprays when i use them. ---
**Author:** ![Aaron](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/aaron/32/527_2.png) [@Aaron](https://treehouse.sofi.health/u/Aaron)\ **Post date:** [29 March 2022 05:37 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/77 "2022-03-29T05:37:32Z")
Hi Cara when you press down on the top it should light up, if it’s not then I’d recommend changing the batteries. 🙂 ---
**Author:** ![cara.meakins](https://avatars.discourse-cdn.com/v4/letter/c/a87d85/32.png) [@cara.meakins](https://treehouse.sofi.health/u/cara.meakins)\ **Post date:** [29 March 2022 07:27 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/78 "2022-03-29T07:27:23Z")
Hi Aaron yes ive changed the battery. Does light up so no issue there ---
**Author:** ![Aaron](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/aaron/32/527_2.png) [@Aaron](https://treehouse.sofi.health/u/Aaron)\ **Post date:** [29 March 2022 07:36 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/79 "2022-03-29T07:36:03Z")
I know some other pioneers had a issue with it registering to start with, we were advised to make sure it went all the way down , it flashes before it goes all the way down , and then leave it a second between the sprays, perhaps that could help ? Otherwise I’d maybe ask @Kaveh if he has any more suggestions 🙂 ---
**Author:** ![Kaveh](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/kaveh/32/59_2.png) [@Kaveh](https://treehouse.sofi.health/u/Kaveh)\ **Post date:** [29 March 2022 07:40 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/80 "2022-03-29T07:40:40Z")
Lovely to see you here @cara.meakins and thank you so much @Aaron as always! 🙏 Cara, when you open the sofi app does it say “sofi stick not connected …” or does it show a number out of 70 … like “40/70”? ![image](https://europe1.discourse-cdn.com/flex013/uploads/treehouse/original/2X/1/1a8be1cf6aeff8ed0ee49eb70501c7395d901ee1.jpeg) ---
**Author:** ![dizzypuss](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/dizzypuss/32/320_2.png) [@dizzypuss](https://treehouse.sofi.health/u/dizzypuss)\ **Post date:** [17 April 2022 22:21 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/81 "2022-04-17T22:21:13Z")
Hello everybody!!! Not interacted on here for a while, life keeps getting in the way 🤪 but i need a bit of help? I received my new pods 🥰 and cleaned out my stick, new battery, checked for app updates (none, im on 2.1.9.) opened the app, took 3 sprays but they didnt register, it was reset to 0/70 and the screen flashed each time i sprayed but didnt register? My date/spray tracker is also stuck on 1st of April? Any advise? I also tried uninstall/reinstall and restarting my phone? xxx ---
**Author:** ![Kirill](https://dub1.discourse-cdn.com/flex013/user_avatar/treehouse.sofi.health/kirill/32/79_2.png) [@Kirill](https://treehouse.sofi.health/u/Kirill)\ **Post date:** [18 April 2022 04:22 UTC](https://treehouse.sofi.health/t/bug-reporting-app-website/57/82 "2022-04-18T04:22:10Z")
Hi @dizzypuss Could you please go to your profile tab in the app and tap on “reset sprays” button? It should get you to 70/70 again 🙂 \*One of the pods should be in your sofi stick for the button to appear [Previous page](https://treehouse.sofi.health/t/bug-reporting-app-website/57.md?page=3) [Next page](https://treehouse.sofi.health/t/bug-reporting-app-website/57.md?page=5)