iOS - Troubleshooting Issues

Issue (symptom, problem, or question

"

I just did the most recent update to the app and it works worst than ever. It’s still really slow to respond to touch and sometimes it gets stuck, where I can’t move around in the app.

Is there something I can do to improve the app?"

1. iOS device type and OS version

2. app version #

3. A screenshot or recording of the error 

Macro to use: iOS Troubleshooting

"Thank you so much for the information. I'm sorry you're experiencing these issues and will do my best to help troubleshoot them for you. In order to proceed, I will need to know a few things. Can you please let me know the version of iOS you are using, and what mobile device you are on? Also, if possible, can you please try to provide a screenshot or a screen recording of the issue you are facing? Please click here to learn how to capture a screen recording.

Please let me know if you have any further issues. "

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If the issue is indeed a bug

Macro to use: Bug Confirmation Response

Hi, [client]

Thank you for the additional information about the issue you are experiencing. We have run additional testing and it looks like there are some issues [issue]. Our engineering team is aware of this and we have created a bug ticket to track this. We will keep this ticket open while we work on a fix. We will reach out to you as soon as we have an update.

Please let us know if you have any additional questions or concerns at this time.

Searching for tracking data (internal team use only) 

you can also find user app information here: https://bigquery.cloud.google.com/results/accessible-data:US.bquijob_5cff2354_16833f681d4?pli=1

SELECT eb.created as time, eb.user_id as uuid, ac.app_name as name, ac.app_version as version

FROM `accessible-data.tracking.events_base` as eb
JOIN `accessible-data.tracking.vida_app_context` as ac
ON eb.event_id = ac.event_id

--enter user's UUID here, which can be found in admin under customer profile
WHERE eb.user_id = "f05707fb-6877-4dd5-b64f-4ee4a0ba5f0a"

ORDER BY time desc

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