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 device or App updates first and see if your issue is still occurring, BEFORE you continue with the steps in this guide.  Updating your device software might resolve the issues you're experiencing.

The current version of the Apple (iOS) IaR App is:  2.12.0 (Requires iOS 13)

The lowest compatible iOS version is:  10 (IaR App v 2.7)   The current iOS version is:  18

The current version of the Android (Google) IaR App is:  2.12.0

The lowest compatible Android version is :   7.0   The current Android version is:  14

→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.

For Specific Members with IaR App Trouble

(App-Specific Alerting or other App-Specific Issues)

Here’s what I look for on a Member Profile's Activated Mobile Device List to identify potential issues:

Key 'Red-Flag' Issues:

1. App Version:

   • Is the member using the correct, current version of the IaR App?
   • Older versions are often replaced with updates that include bug fixes and enhancements.

2. Registered On Date:

   • Does the registration date align logically with the phone’s make and model release date?
   • For example, if the date predates the phone's release, it’s likely due to cloning/mirroring from an old device (common with iPhone users). This can cause intermittent or chronic notification issues.
   • Best Practice: Even if cloning/mirroring is used initially, members should log into the IaR App from scratch to avoid issues.

3. Registration Date Older Than 18 Months:

   • If the registration date is over ~18 months old, there may be compatibility issues between the device’s OS and the app.
   • Simple Fix:
     1. Log out of the app.
     2. Uninstall the app.
     3. Re-download the IaR App and log in again.

4. Old or Duplicate Devices:

   • Having outdated or duplicate devices listed on a member’s profile can disrupt notification consistency.

Best Practice:

The only device listed should be the member's current device, with:

• Logical and recent registration dates.
• The correct version of the IaR App.
• The latest version of the device’s operating system.

If you're experiencing any of the 'red-flag' issues mentioned above or encountering unexplained problems with the app, please follow the steps below to fully reset your IaR App.

ANDROID

• Before you begin:
  Ensure you have your login credentials ready, and confirm that your activated mobile devices have been cleared from your website profile.

  Steps to Reset the App

  1. In the App:
     • Open the Menu (upper left corner) and tap on your agency in the top red space.
     • Tap the trash can icon next to each of your agencies to delete them all.
     • Confirm each deletion by selecting YES.
  2. On Your Device:
     • Press and hold the IaR app logo on your screen for one second.
     • In the popup, select the App Info icon.
     • In the App Info screen, go to Storage:
       • First, tap Clear Cache.
       • Then, tap Clear Data.
     • Tap the arrow in the upper left to return to the App Info screen.
       • First, select Force Stop.
       • Then, select Uninstall.
  3. Power Cycle Your Device:
     Turn your device off, then back on.
  4. Clear Activated Devices:
     Make sure all activated mobile devices have been cleared from your IaR website profile. If needed, contact one of your in-house IaR Admins or IaR Customer Support for assistance.
  5. Reinstall the IaR App:
     Download the IaR app again from the Google Play Store.

  Before Logging In Again

  • Press and hold the IaR app logo for one second, then select the App Info icon.
  • Go to Permissions and enable ALL Permissions.

  Final Steps in the App

  • Log into the IaR app.
  • In Agency Settings, save the default settings and tap Done in the upper right corner.
  • Check if this process has resolved your issue.
    • If it has, you can proceed to customize your agency settings as desired.
    • If not, please contact our Support Team and let us know you have completed all these steps.

APPLE

Before you begin:

Ensure you have your login credentials ready, and confirm that your activated mobile devices have been cleared from your website profile.

Steps to Reset the App

1. In the App:
   • Open the Menu (upper left corner) and tap on your agency in the top red space.
   • Tap the trash can icon next to each of your agencies to delete them all.
   • Confirm each deletion by selecting YES.
2. Uninstall the IaR App:
   • Press and hold the IaR app icon on your home screen for one second until a menu appears.
   • Select Remove App and then confirm by selecting Delete.
3. Power Cycle Your Device:
   Turn your device off, then back on.
4. Clear Activated Devices:
   Ensure all activated mobile devices have been cleared from your IaR website profile. If needed, contact one of your in-house IaR Admins or IaR Customer Support for assistance.
5. Reinstall the IaR App:
   Download the IaR app again from the Apple App Store.

Before Opening the App

• Go to your device settings, locate IaR, and make sure that Background App Refresh and Cellular Data are enabled.

Final Steps in the App

1. Open the App:
   You’ll see a pop-up asking if you want to allow notifications. Be sure to select Allow.
2. Log into the IaR App:
   • In Agency Settings, save the default settings and tap Done in the upper right corner.
3. Go to Mapping in the IaR App:
   • If prompted to share your location, select While Using.
4. Check if the issue is resolved:
   • If resolved, you can now customize your agency settings as desired.
   • If not, please contact our Support Team and let us know you’ve completed all 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