Troubleshooting and Resetting your IaR App and Device
For many IaR App related issues, you want to first make sure that that you have the most up-to-date version of your device’s operation system (iOS or Android), and the most current version of the IaR App.
Operating system and IaR App updates are often released to fix known issues and provide enhancements to aid in better overall functionality.
Perform any available updates first and see if your issue is still occurring, BEFORE you continue with the steps in this guide.
→Some steps in this guide will require you to log out of, or uninstall, the App. You will need your IamResponding Login Credentials to get back into the IaR App.
Be sure to have your current/correct credentials available.
→Some steps in this guide will require you to delete your old/duplicate device registrations from your IaR Website Profile*. This is a permission-based function. If you are not an IaR-Admin for your account, you may need your department Admin or IaR Support to delete ALL your Activated Mobile Devices from your Website Profile for you.
*Old/duplicate device registrations are known to cause different types of odd App issues and symptoms. When troubleshooting, it’s best practice to have them all cleared from your profile, and start with a clean
slate. While going through the steps in this guide you will see when it’s most appropriate to clear out all device registrations from your IaR Website Profile.
Members with IaR App Trouble
(App-Specific Alerting or other App-Specific Issues)
The things that I look for on a Member Profile Activated Mobile Device List:
- Do they have the correct version of the IaR App? This has to be current. Past versions have been replaced/updated due to enhancements or fixes to known bugs.
- Does their Registered On Date logically make sense? Does it predate the release date of their phone make/model? This often happens when iPhone users clone/mirror their old phone onto their new phone. They will certainly experience some level of intermittent/chronic notification issues. It is always best (even if you clone/mirror your phone first) to log into the IaR App from scratch.
- Is their Registered On Date more than ~18 months ago? This means that there could be some incongruities between their device OS and the their Apps. A quick and simple fix to bring the Registered On Date current...1st-Log out of the App, 2nd-Uninstall the App from the device, 3rd-Download the IAR App and login again.
- Are there Old or Duplicate Devices? Old and duplicate devices on a members profile will impact their notification consistency.
The only device listed should be the members current device, with all the dates being logical, dates being recent, proper version of the IaR App and the most current version of their own devices operating system.
The current version of the Apple (iOS) IaR App is: 2.10.0 (Requires iOS 13)
The lowest compatible iOS version is: 10 (IaR App v 2.7) The current iOS version is: 17
The current version of the Android (Google) IaR App is: 2.10.0
The lowest compatible Android version is : 7.0 The current Android version is: 14
ANDROID
Android devices, step #1
→In the IaR App, go to the Menu (upper Left), select SETTINGS.
→While in Agency Settings, check that your settings are how you want them to be.
→Select the DONE button in the upper Right.
→In the App, see if your issue has been properly addressed.
If needed;
Android devices, step #2
(You will need your Login Credentials, and your Activated Mobile Devices to be cleared from your Website Profile)
→In the App, go to the Menu (upper Left), touch your agency in the top 'red space'.
→Touch the Garbage Can next to the agency you want to delete.
→You will be asked to verify your request, select YES.
BEFORE you login again:
At this point, all of your Activated Mobile Devices should be cleared from your IaR Website Profile for this agency. If needed, contact one of your in-house IaR Admins or IaR Customer Support for help.
→Now log into the IaR App.
→While in Agency Settings, save the defaulted settings and select the DONE button in the upper Right.
→In the App, see if your issue has been properly addressed.
- If so, feel free to now customize your Agency Settings.
- If not, proceed to Android devices, step #3.
If needed;
Android devices, step #3
(You will need your Login Credentials, and your Activated Mobile Devices to be cleared from your Website Profile)
→In the App, go to the Menu (upper Left), touch your agency in the top 'red space'.
→Touch the Garbage Can next to ALL of your agencies. You need to delete each one.
→You will be asked to verify your request, select YES.
→On your device’s screen, hard touch/hold the IaR App logo for 1 second. In
the popup window, select the APP INFO icon in the corner.
→On the App Info for IaR, go to the STORAGE option.
→First, select the CLEAR CACHE button.
→Second, select the CLEAR DATA button.
→Select the Arrow in the upper Left, to return to the App Info screen.
→First select the FORCE STOP button.
→Second select the UNINSTALL button.
→It is recommended to power cycle your device; turn it Off/On.
At this point, all of your Activated Mobile Devices should be cleared from your IaR Website Profile for this agency. If needed, contact one of your in-house IaR Admins or IaR Customer Support for help.
→Download the IaR App from the Google Play Store.
BEFORE you login again:
On your device’s screen, hard touch/hold the IaR App logo for 1 second. In the popup window, select the APP INFO icon in the corner.
Go to PERMISSIONS.
Allow ALL PERMISSIONS.
→Now log into the IaR App.
→While in Agency Settings, save the defaulted settings and select the DONE button in the upper Right.
→In the App, see if your issue has been properly addressed.
- If so, feel free to now customize your Agency Settings.
- If not, please contact our Support Team and let us know you have completed all of these steps.
APPLE
Apple devices, step #1
→In the IaR App, go to the Menu (upper Left), select SETTINGS.
→While in Agency Settings, check that your settings are how you want them to be.
→Select the DONE button in the upper Right.
→In the App, see if your issue has been properly addressed.
If needed;
Apple devices, step #2
→In the App, go to the Menu (upper Left), touch your agency in the top 'red space'.
→Touch the Garbage Can next to the agency you want to delete.
→You will be asked to verify your request, select YES.
BEFORE you login again:
At this point, all of your Activated Mobile Devices should be cleared from your IaR Website Profile for this agency. If needed, contact one of your in-house IaR Admins or IaR Customer Support for help.
→Now log into the IaR App.
→While in Agency Settings, save the defaulted settings and select the DONE button in the upper Right.
→In the App, see if your issue has been properly addressed.
- If so, feel free to now customize your Agency Settings.
- If not, proceed to Android devices, step #3.
If needed;
Apple devices, step #3
(You will need your Login Credentials, and your Activated Mobile Devices to be cleared from your Website Profile)
→In the App, go to the Menu (upper Left), touch your agency in the top 'red space'.
→Touch the Garbage Can next to ALL of your agencies. You need to delete each one.
→You will be asked to verify your request, select YES.
→Uninstall the IaR App.
→On your device screen, hard touch/hold the IaR App logo for 1 second. You will see a window open, select REMOVE APP.
→You will be asked to verify your request, select DELETE.
→It is recommended to power cycle your device, turn it Off/On.
At this point, all of your Activated Mobile Devices should be cleared from your IaR Website Profile for this agency.. If needed, contact one of your in-house IaR Admins or IaR Customer Support for help.
→Download the IaR App from the Apple App Store.
BEFORE you Open the App or login again:
In your device settings, go to IaR, Make sure that IaR has access to your Background App Refresh, and Cellular Data.
→Now Open the App. You will get a PopUp asking if you want to Allow Notifications. Be sure to, ALLOW.
→Now Login to the IaR App.
→While in Agency Settings, save the defaulted settings and select the DONE button in the upper Right.
- In your IaR App, go to MAPPING
- You will likely get a popup asking you to share you location, select, 'While Using'.
→In the App, see if your issue has been properly addressed.
- If so, feel free to now customize your Agency Settings.
- If not, please contact our Support Team and let us know you have completed all of these steps.
Tips & Tricks
This list contains suggestions for troubleshooting and testing. These items have caused some trouble in the past and are worth looking into for the purposes of testing and eliminating potential variables. These factors may cause or contribute to unintentional issues with the perceived performance of the IaR App.
- Seeing, but not hearing notifications? Disconnect your Smart Watch or any
other Bluetooth devices, including your vehicle. (for testing)
- Please utilize either a device ringtone or an ‘IaR-Ringtone’, rather than one that may have been downloaded from an outside source. (for testing)
- Be sure that each of your device’s volume settings are all the way Up.
Android devices – have 4 volumes, (System, Ringtone, Notifications, Media)
Apple devices – go into a Media App on your device (YouTube, Pandora, Spotify). While the audio is playing, use the buttons on the side of your phone to ensure that your Media Volume is all the way up.
- In your IaR App settings there is an option for, "Sounds on Silent/Vibrate Mode?"
- If that box is checked, UNCHECK it. (for testing)
- Check to see if any non-IaR Apps on your device could be interfering with IaR’s functionality (anti-virus or other ‘safety’ apps).
- Battery/data saving programs.
- These programs can interfere with your apps. When possible make an exemption for IaR or consider disabling these programs for testing to see if they are causing the issue you are experiencing.
- Set your device Location Setting to the most permanent/constant option that your device allows. Ensure that the IaR App has access to your location.
Do you have a fun tip, or a suggestion of something to add to this article?
Email us at: Support@EmergencySMC.com, Subject Line: Attention to Steve, ZD-Article