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My progress is not saving (or resetting)

Updated

Purpose: This article helps troubleshoot issues where your progress in the Onvive Study App does not seem to be saving correctly or appears to be resetting.

Estimated Completion Time: 5-10 minutes

Requirements:

  • The Onvive Study App installed and logged in on your smartphone.
  • A stable internet connection.

Steps:

  1. Check your internet connection: The app needs an active internet connection (Wi-Fi or cellular data) to sync your progress to the server. If your connection is unstable or intermittent, your progress might not be saving properly.
    • Try opening a web page or another app that requires internet to confirm your connection is working.
  2. Ensure the app is running in the foreground for a moment after completing an activity: Sometimes, exiting the app immediately after finishing content might prevent the final sync. Give it a moment to sync before closing.
  3. Restart the Onvive Study App:
    • Close the app completely:
      • iPhone: Swipe up from the bottom of the screen (or double-click the Home button), then swipe the Onvive Study App card upwards to close it.
      • Android: Swipe up from the bottom, hold, then release to see open apps. Swipe the Onvive Study App card upwards or tap "Clear all" or "Close all apps".
    • Reopen the app. Check if your progress has updated.
  4. Restart your device:
    • Completely turn off your smartphone, wait for 30 seconds, then turn it back on. This can sometimes resolve underlying issues.
  5. Check for app updates: Ensure your Onvive Study App is on the latest version. Developers often release updates to fix data syncing and saving bugs.
  6. Verify your device's date and time settings: Incorrect date or time settings on your device can sometimes interfere with how the app records and syncs progress. Ensure your device's date and time are set to "Automatic."
    • iPhone: Go to Settings > General > Date & Time. Ensure "Set Automatically" is On.
    • Android: Go to Settings > System > Date & time. Ensure "Set time automatically" and "Set time zone automatically" are On.

Important Note: The app does not allow you to go back and change data from previous days once it's entered.

Need more help? If your progress continues to not save, please contact technical support.