Troubleshooting Login Issues with the AlayaCare Care Worker Mobile App

Welcome to our guide on troubleshooting login issues with AlayaCare Worker Mobile application. We understand how frustrating it can be when you can't access the app, so we've created this simple guide to help you resolve common problems. Follow these steps, and you should be able to get back to using AlayaCare without needing to contact Support.

Troubleshooting checklist

Please select an item in this troubleshooting checklist to navigate directly to a specific troubleshooting step. Alternatively, you may scroll down to proceed through the steps sequentially.

• Step 1: Check AlayaCare server status
• Step 2: Check your internet connection
• Step 3: Verify your login credentials
• Step 4: Clear cache
• Step 5: Enable cache
• Step 6: Configure your mobile device to automatically update date and time settings
• Step 7: Update the AlayaCare Care Worker Mobile app
• Step 8: Reinstall the AlayaCare Care Worker Mobile app

Step 1: Check AlayaCare server status

1. Contact your agency

• If you can't log in to the AlayaCare Care Worker Mobile app after several tries, even after taking all the above troubleshooting steps, reach out to your supervisors to ask about the AlayaCare server status. They can check it at https://alayacare.status.io/ and guide you through the necessary steps.

Step verified. Return to the troubleshooting checklist.

Step 2: Check your internet connection

This step may not apply if you lack internet access, as you won't be able to view this article. To prepare, consider printing instructions in this step ahead of time. Your organization can also provide a printed copy or assist you remotely with checking your internet connection if needed. Alternatively, feel free to follow this step if you can access this article from another device or with the help from someone else or your organization.

1. Ensure your mobile device is connected to the internet

• Look at the top of your mobile device's screen for icons indicating Wi-Fi or data signal strength.
• If using Wi-Fi, ensure that your mobile device is connected to the correct network available at the patient's location.
• If using Wi-Fi, and if possible, move your mobile device closer to the Wi-Fi router or access point to see if signal strength improves. Walls and obstructions can weaken Wi-Fi signals.
• If Wi-Fi is unreliable or unavailable, consider using mobile data if it's included in your mobile plan. Be mindful of data usage limits.
• If using mobile data, confirm that mobile data is enabled in your device settings.

2. Test internet access

• Open your mobile device's web browser.
• Attempt to load a different website that you know works reliably, such as www.google.com. If the website fails to load or takes an unusually long time to load, it may indicate an issue with your internet network.

3. Restart your mobile device

• Sometimes, simply restarting your mobile device can resolve connectivity issues. Try turning it off and then back on again.
• For iPhone users, press and hold the power button (on older models, this is the side or top button; on newer models, this is the side button along with one of the volume buttons) until the "Slide to power off" slider appears.
  • Slide the slider to turn off your device.
  • Once the device is off, press and hold the power button again until you see the Apple logo.
• For Android users, press and hold the power button on your device until the power menu appears.
  • Depending on your device model, tap on "Restart," "Reboot," "Power off," or "Shutdown" from the menu.
  • After the device powers off completely, press and hold the power button again until the device turns back on.
• Attempt to log in to "AlayaCare" app again.

4. Inform homeowners or facility staff

• If you're at a patient's home or facility inform the homeowners or staff about the Wi-Fi issue. They may be able to provide assistance or reset the router, only if necessary.
• To reset the router, homeowners or facility staff can simply unplug the power cable from the router or modem, wait for about 30 seconds, then plug it back in.
• Allow a few minutes for the router to reboot and reconnect to the internet.

5. Utilize Offline Mode

• If all troubleshooting steps fail to establish an internet connection, you can switch to Offline Mode for continued functionality. It's ideal to plan to use offline mode prior to going to a location with known limited internet activity to ensure seamless service provision.
• For details on how to configure and use Offline Mode, refer to the following articles:
  • How do I enable/configure Offline Mode at the system level?
  • What is available in Offline Mode on Mobile?
  • How do I use the mobile app when I am offline (Offline Mode)?
  • How do I complete a Visit while in Offline Mode?

6. Document connectivity issues

• Make a note of the connectivity issues encountered and any relevant details. This information can be helpful for reporting the problem during your visit to your supervisor.

Step verified. Return to the troubleshooting checklist.

Step 3: Verify your login credentials

1. Double-check your username and password

• Ensure there are no typos and that the Caps Lock key on your device’s keyboard is not on.
• Make sure the password you type in meets the following requirements: 
  • Your password minimum length is 8 characters.
  • Your password maximum length is 19 characters.
  • You included at least 1 uppercase character (A-Z).
  • You included at least 1 lowercase character (a-z).
  • You included at least 1 special character (#,$,%, etc.).
  • You included at least 1 number (0-9).

2. Reset your password if necessary

• On the AlayaCare Care Worker Mobile application login page, click on the "Forgot Password" link.
• Follow the instructions to reset your password.
• Check your email associated with your AlayaCare account for the reset link. Don't forget to also check your spam folder, as sometimes reset emails can be directed there.

Step verified. Return to the troubleshooting checklist.

Step 4: Clear cache

Clearing cache involves deleting locally stored temporary files and data by apps like "AlayaCare" on your mobile device like iPhone or Android. This can be necessary when the cached data becomes problematic, outdated, or corrupted, which can lead to login or functionality issues.

1. Open your mobile device settings

• Locate the "Settings" app on your iPhone or Android mobile device. This app typically has a gear icon. 
• Tap on the "Settings" app to open it.

2. Navigate to the app settings

• For iPhone users, scroll down and select "General." Tap on "iPhone Storage" and wait for the list of apps to load. Then find and tap on "AlayaCare" from the list of installed apps.
• For Android users, depending on your device model, scroll down and select "Apps" or "Applications." Then find and tap on "AlayaCare" from the list of installed apps.

3. Clear cache for iPhone users

• iPhones manage cache automatically, so there isn’t a specific setting to clear cache for individual apps like "AlayaCare" but you can try offloading or deleting and reinstalling the "AlayaCare" app.
  • Offloading option removes the "AlayaCare" app from your iPhone but keeps its data and documents. This action can free up storage space without deleting your app's information.
    
    • To offload the "AlayaCare" app, go to "Settings" > "General" > "iPhone Storage" > "AlayaCare."
    • Tap "Offload App" and confirm if prompted to free up storage space on your iPhone while preserving your "AlayaCare" app's data.
    • Restart the "AlayaCare" app by closing it if it’s open. Reopen it and try logging in again.

• • Deleting and reinstalling option removes all data associated with the "AlayaCare" app from your iPhone, including cached files.
    • To delete the "AlayaCare" app, go to your iPhone's Home screen.
    • Find, press and hold on the "AlayaCare" app icon until it starts to jiggle.
    • Tap the X icon on the app icon, then select "Delete" to remove the "AlayaCare" app entirely and clear all data associated with the "AlayaCare" app, including cached files.
    • To reinstall the "AlayaCare" app, open the App Store (iPhone).
    • Search for "AlayaCare" app.
    • Tap the "Get" or "Download" button next to the "AlayaCare" app.
    • Once the download is complete, launch the "AlayaCare" app and try logging in again.

4. Clear cache for Android users

• Inside the "AlayaCare" app settings, tap on "Storage."
• You should see an option to clear the cache of the app such as "Clear Cache."
• Tap on the option to clear cache and confirm the action if prompted.

• Restart the "AlayaCare" app by closing it if it’s open. Reopen it and try logging in again.

Step verified. Return to the troubleshooting checklist.

Step 5: Enable cache

Enabling cache typically refers to allowing your app like "AlayaCare" to store certain data locally on your mobile device like iPhone or Android to improve performance and reduce loading times. This is generally beneficial as it speeds up subsequent access to data and resources the app like "AlayaCare" needs.

1. Open your mobile device settings

• Locate the "Settings" app on your iPhone or Android mobile device. This app typically has a gear icon. 
• Tap on the "Settings" app to open it.

2. Navigate to the app settings

• For iPhone users, scroll down and select "General." Tap on "iPhone Storage" and wait for the list of apps to load. Then find and tap on "AlayaCare" from the list of installed apps.
• For Android users, depending on your device model, scroll down and select "Apps" or "Applications." Then find and tap on "AlayaCare" from the list of installed apps.

3. Enable cache for iPhone users

• iPhones manage cache automatically, so there isn’t a specific setting to enable cache for individual apps like "AlayaCare." However, check if the "AlayaCare" app is allowed to use storage on your iPhone by going to "Settings" > "General" > "iPhone Storage" >"AlayaCare."
• To do so, first, ensure that the "AlayaCare" app is not offloaded.
• If the "AlayaCare" app is offloaded, it will display "Offload App" or "Offloaded" next to the "AlayaCare" name app.
• If the "AlayaCare" app is not offloaded, you won't see any mention of offloading next to the "AlayaCare" app name.
• If you find that the "AlayaCare" app is offloaded, tap on the "AlayaCare" app name. On the next screen, you'll see an option to "Reinstall App." Tap on this option. This will prompt your iPhone to reinstall the "AlayaCare" app from the App Store, ensuring it's fully installed and has access to your iPhone's storage, including storing data for caching.

4. Enable cache for Android users

• For Android users, within the "AlayaCare" app settings, tap on "Storage."
• If there is an option for "Cache," ensure that it is enabled to allow the "AlayaCare" app to cache data for better performance.
• If there is no cache option, depending on your device model, ensure that the "AlayaCare" app has permission to store data on your Android by going to "Settings" > "Apps" or "Applications" > "AlayaCare" > "Permissions" or "App Permissions" > "Storage" or "Files and media."
• Depending on your device model, ensure that the toggle switch next to "Storage" or "Files and media" is enabled. This grants the "AlayaCare" app permission to access your Android's storage, including storing data for caching.

5. Restart the app

• Close the "AlayaCare" app if it’s open. Reopen it and try logging in again.

Step verified. Return to the troubleshooting checklist.

Step 6: Configure your mobile device to automatically update date and time settings

Incorrect date and time settings on your mobile device like iPhone or Android can cause synchronization issues, resulting in login problems due to mismatched timestamps between your device and the server. Ensuring your device automatically updates these settings helps maintain proper synchronization and prevents such login issues.

1. Open your mobile device settings

• Locate the "Settings" app on your iPhone or Android mobile device. This app typically has a gear icon.
• Tap on the "Settings" app to open it.

2. Navigate to date and time settings

• For iPhone users, go to "General," then "Date & Time."
• For Android users, depending on your device model, go to "System," "General Management," or "Additional Settings" then "Date & Time."

3. Enable automatic date and time

• For iPhone users, ensure the option for "Set Automatically" is enabled. This allows your device to set the date and time based on your network provider or location.
• For Android users, depending on your device model, ensure the option for "Automatic date & time," "Use network-provided time," or "Set time automatically" is enabled.
  • Also, ensure that "Automatic time zone" is enabled if available. This will adjust your time zone based on your location.

4. Restart your mobile device

• For iPhone users, press and hold the power button (on older models, this is the side or top button; on newer models, this is the side button along with one of the volume buttons) until the "Slide to power off" slider appears.
  • Slide the slider to turn off your device.
  • Once the device is off, press and hold the power button again until you see the Apple logo.
• For Android users, press and hold the power button on your device until the power menu appears.
  • Depending on your device model, tap on "Restart," "Reboot," "Power off," or "Shutdown" from the menu.
  • After the device powers off completely, press and hold the power button again until the device turns back on.
• Attempt to log in to "AlayaCare" app again.

Step verified. Return to the troubleshooting checklist. 

Step 7: Update the AlayaCare Care Worker Mobile app

1. Go to your app store

• Open the App Store (iPhone) or Google Play Store (Android).

2. Search for "AlayaCare" app

• Tap the "Update" button if there is one available next to the "AlayaCare" app.

3. Update and launch the "AlayaCare" app

• Follow the on-screen instructions to download and install the latest version of the "AlayaCare" app.
• Once the update is complete, launch the "AlayaCare" app and try logging in again.
• Once you successfully login, you’ll be also able to access the newest features and improvements.

Step verified. Return to the troubleshooting checklist.

Step 8: Reinstall the AlayaCare Care Worker Mobile app

1. Delete the "AlayaCare" app

• On your mobile device’s screen locate the "AlayaCare" app and press and hold the icon until it wiggles (iPhone) or shows options (Android).
• Tap the delete or uninstall option.

2. Reinstall the "AlayaCare" app

• Open the App Store (iPhone) or Google Play Store (Android).
• Search for "AlayaCare" app.
• Tap the "Get" or "Download" button next to the "AlayaCare" app.
• Once the download is complete, launch the "AlayaCare" app and try logging in again.

Step verified. Return to the troubleshooting checklist.

By following these steps, you should be able to resolve most login issues on your own. If you still encounter problems after trying these solutions, please visit our Support page for further assistance.