Account Profile & Settings
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      3. Account Profile & Settings

      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 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 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.
      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 to make use of some new features.