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Troubleshooting Help for Android Devices

If you are experiencing stuttering or choppy playback with the TRACE Play mobile app, we recommend performing a speed test of your connection. You can download the speedtest.net mobile app from the Google Play Store here. If your device does not have Google Play available, you can visit speedtest.net and click on the green Begin Test button. Once the test is complete, compare the results with our requirements. LINK

If your speed test results matches or exceeds our requirements, here are some general tips that may help:

 

  • Turn off your Android device and let it sit for at least 1 minute before turning it back on (please be certain your device is fully powered off for at least 60 seconds, following onscreen prompts if needed).
  • Clear the TRACE Play app's cache:
    • Android phones and tablets - From the home screen, go to Settings > Applications > Manage Applications > All >TRACE Play and press Clear cache.
    • Kindle Fire / Fire HD / Fire HD 8.9” - From the bar at the top of the screen, swipe down and go to More > Applications > Installed Applications, then select TRACE Play and tap Clear Cache.
  • Force stop the app:
    • Android phones and tablets - Go to Settings > Applications > Manage Applications > All > TRACE Play and press Force Stop.
    • Kindle Fire / Fire HD / Fire HD 8.9” - Swipe down from the bar at the top of the screen, go to More > Applications > Installed Applications, select TRACE Play, then press Force Stop.
  • Uninstall, turn off device, and reinstall the app
    • Android phones and tablets - Go to Settings > Applications > Manage Applications > All > TRACE Play and press Uninstall. Then turn off the device and let it sit for 1 minute. Turn it back on and reinstall the TRACE Play app from the Google Play Store.
    • Kindle Fire / Fire HD / Fire HD 8.9” - Again, from the same menu as above, tap Uninstall. Then, power cycle your device by turning it off for 1 minute. You can then reinstall from the Kindle Apps Store.

 

 

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