Troubleshooting

Quick Fixes #

Try these first before diving into specific issues:

1. Pull to refresh — pull down on any list screen
2. Restart the app — close completely and reopen
3. Check internet — verify Wi-Fi or cellular is active
4. Check your site — open the WordPress site in a mobile browser
5. Update the app — install the latest version from App Store / Google Play
6. Restart your device — a full power cycle resolves many issues

Connection Problems #

Cannot Connect to Server #

Symptoms: “Connection failed”, timeout errors, loading spinner that never stops

Fix:

1. Verify the site URL includes https:// and has no trailing slash or path
2. Test the site in your mobile browser — if it doesn’t load there, the issue is server-side
3. Check your internet connection (try switching between Wi-Fi and cellular)
4. Contact your administrator to verify the PloverCRM plugin is active

SSL Certificate Errors #

Fix:

1. Verify the site loads with a padlock icon in your mobile browser
2. Check your device date/time is set to automatic (incorrect date causes certificate failures)
3. Update your device OS — older versions may not trust newer certificates

Timeout Errors #

Fix:

1. Try on a faster connection (Wi-Fi instead of cellular)
2. Retry during off-peak hours
3. Contact your administrator to check server performance

Authentication Errors #

Invalid Credentials #

Symptoms: “Invalid username or password”, “Authentication failed”

Fix:

1. Use your WordPress username — not your email address
2. Use your API password — not your WordPress login password. The API password is a separate 12-character string generated in PloverCRM settings
3. Check for typos — both fields are case-sensitive
4. Contact your administrator to verify your API password is still active

Unexpected Logout #

Fix:

1. Your API password may have been revoked — contact your administrator
2. Your WordPress account may have been deactivated
3. Try logging in again with the same credentials
4. If that fails, request a new API password

Sync Issues #

Workspace Sync Failed #

Symptoms: Missing custom fields, wrong stage colors, outdated lists

Fix:

1. Settings → Data & Sync → Refresh Workspace Data
2. If that fails, logout and login again (triggers a full sync)
3. Check internet connection

Contacts Not Appearing #

Fix:

1. Clear any active filters (check for highlighted search icon or filter indicators)
2. Pull to refresh the leads list
3. Check your view scope — your CRM role may limit you to “Owned” contacts only
4. Contact your administrator about your permissions

Changes Not Saving #

Fix:

1. Verify internet connection — edits require connectivity
2. Check your permissions — you may not have edit access for that contact or field
3. Ensure required fields are filled (at least one of: name, email, or phone)
4. Check for duplicate contacts (same email or phone)

Notification Problems #

Push Notifications Not Received #

Fix:

1. Check device permissions:
   • iOS: Settings → PloverCRM → Notifications → Allow
   • Android: Settings → Apps → PloverCRM → Notifications → ON
2. Verify notifications are enabled for the workspace in app settings
3. Check Do Not Disturb / Focus mode
4. Logout and login to re-register the push token
5. Verify your administrator has enabled push notifications in WordPress

Reminder Notifications Not Appearing #

Fix:

1. Check device notification permissions
2. Verify the reminder is scheduled for a future time (past reminders don’t trigger notifications)
3. Android: Check battery optimization isn’t killing the app — add PloverCRM to “unrestricted” apps
4. iOS: Enable Background App Refresh for PloverCRM

Notifications Delayed #

Fix:

1. Disable battery saver / low power mode
2. Don’t force-close the app from the app switcher
3. iOS: Settings → General → Background App Refresh → enable for PloverCRM
4. Android: Settings → Battery → PloverCRM → Unrestricted

Performance Issues #

App Slow or Freezing #

Fix:

1. Restart the app
2. Clear app cache:
   • iOS: Delete and reinstall the app
   • Android: Settings → Apps → PloverCRM → Storage → Clear Cache
3. Update to the latest app version
4. Restart your device
5. Ensure at least 1 GB free storage

High Battery Usage #

Fix:

1. Disable Background App Refresh if not needed
2. Avoid constant pull-to-refresh
3. Update to the latest app version (may include battery optimizations)

App Crashes #

Crashes on Launch #

Fix:

1. Restart your device
2. Update the app to the latest version
3. Delete and reinstall the app
4. Update your device OS

Crashes During Use #

Fix:

1. Update the app
2. Close other apps to free memory
3. Delete and reinstall if persistent
4. Report the crash to support with steps to reproduce

Android-Specific Issues #

Battery Optimization Killing the App #

Many Android manufacturers aggressively kill background apps. To prevent this:

Notification Channel Settings #

Android uses notification channels. PloverCRM has two channels:

• Default — push notifications for new contacts
• Reminders — local reminder notifications

You can configure sound, vibration, and importance for each channel independently in Android Settings → Apps → PloverCRM → Notifications.

iOS-Specific Issues #

Background App Refresh #

For timely notifications and data sync:

1. Settings → General → Background App Refresh
2. Enable for PloverCRM

Low Power Mode #

Low Power Mode can delay notifications. Disable it when expecting important alerts: Settings → Battery → Low Power Mode → OFF

Getting Help #

When contacting support, include:

• Device: model and OS version (e.g., iPhone 15, iOS 17.4)
• App version: found in Settings → Check for Updates
• WordPress site URL
• Exact error message (screenshot if possible)
• Steps to reproduce the issue
• When it started and how often it happens