Here’s a General troubleshooting guide we can use with our Protected by Pfizer mobile application users as a first line of defense when valid technical support requests are received. Prior to escalating the issue, we just want to take the opportunity to exhaust all potential fixes before bringing in our expert team.

While the following items can solve most mobile application issues, we recognize that problems may still exist in some situations and may need to be escalated to the SHS Dev. & Prod. team. If none of these troubleshooting tips resolve the issue the Member is experiencing, we ask that they please let us know immediately so that we can begin the escalation process on their behalf. For instructions on escalating a PbP Tech Support Request, see the article: [Creating JIRA tickets for PbP Tickets].

Apple Device Troubleshooting

Here are a few options we could have Members w/ Apple devices try that may resolve their issues:

• Perform a hard reset on the App:

  • To close the app on an Apple Device, open the App Switcher and swipe the screenshot of the app upwards to close it. This forces the app to quit; wait a few seconds, and open again. (Please refer to your device's manual for specific instructions.)

• Try running the app in Airplane mode or on WiFi only. There are some cases where your cellular connection and a WiFi connection can interfere with each other. 

  • Try switching to Airplane Mode and turning on the WiFi

  • Try switching off WiFi and using just your Cellular connection

• Restart your device. 

  • For many devices, press and hold the Power Button and select "Power off".  Once your device has powered down, press and hold the Power button again to turn it back on again.

• Check for updates for your device:

  • On Apple devices, Go to Settings  > General > Software Update.

    The screen shows the currently installed version of iOS and whether an update is available.

• Reset your Network Connection:  Certain data may be left over on devices after each update that could conflict with app functionality.  Certain devices allow you to reset or "flush out" any older network settings that may improve connections.  Please be aware that you may need to reconfigure certain settings such as router passwords.

  • If you're using iOS or iPadOS 15 or later, tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. If you're using iOS or iPadOS 14 or earlier, tap Settings > General > Reset > Reset Network Settings

• Delete & Reinstall the App

  • From the Home screen, tap and hold the icon to see it shake. Tap the "x" button to delete the app.

  • Reinstall the app: Go to the App store to find and re-download the mobile application!

Android Device Troubleshooting

Here are a few options we could have Members w/ Android devices try that may resolve their issues:

• Perform a hard reset on the App:

  • To close the app on an Android Device, apps can be closed under "Settings". Search for the "Manage Apps" page or its equivalence within the settings. Members can choose to "Shut Down" the app to perform a hard reset. (Please refer to your device's manual for specific instructions.)

• Try running the app in Airplane mode or on WiFi only – There are some cases where your cellular connection and a WiFi connection can interfere with each other. 

  • Try switching to Airplane Mode and turning on the WiFi

  • Try switching off WiFi and using just your Cellular connection

• Restart your device

  • For many devices, press and hold the Power Button and select "Power off".  Once your device has powered down, press and hold the Power button again to turn it back on again.

• Check for OS updates on your device

  • On many Android devices, you can find the option to update your software in the "About Device" section of your Settings.  If you are unable to update your software, please see your device's instruction manual. 

• Reset your Network Connection – Certain data may be left over on devices after each update that could conflict with app functionality.  Certain devices allow you to reset or "flush out" any older network settings that may improve connections.  Please be aware that you may need to reconfigure certain settings such as router passwords.

  • Find and tap Settings > System > Advanced > Reset options > Reset network settings. (Please refer to your device's manual for specific instructions.)

  • Tap RESET SETTINGS.

• Re-install the App:

  • On some Android devices, apps can be closed under "Settings".  Search for the "Manage Apps" page or its equivalence within the settings.  Select "Delete" from the app's details page, or through Google Play.  (Please refer to your device's manual for specific instructions.)

  • Reinstall the Mobile Application: Go to the Google Play store to find and re-download the app!