Following these steps generally resolve the issues with the mobile app. If you these steps do not resolve the issue, please send an email to your Mosino Customer Success Manager or simply email us at support@mosinoone.com.
Common app issues
Sometimes an issue could be due to the mobile app or the Android environment.
Crashing
Application won't load
Application frozen
Account disconnected
White screen
Updating the latest version
The best practice is to always check if your are running the latest version of the application. To check, open the Google Play Store app on your phone and then follows these steps.
Click the Menu button
Head to the My Apps & Games
Select Installed applications
Check if Mosino One app is under Updates Pending (X). If it is, simply press the Update button to get the latest version.
Additionally we recommend you turn on auto-updates for all your Android apps in your Google Play Store settings to have the up-to-date version of Mosino One
Reset the app cache / clear data
This step will allow you to clear any data that might be causing the Mosino One app to function correctly. However, clearing data, could cause it to forget your login info therefore, you may be required to request a new Login Code
Open device settings screen
Scroll down to the Apps section and after selecting it, look for Mosino One app.
Once you locate the Mosino One app, press it to get the App Info page where you will see Storage item. Selecting it, bring the Storage page with 2 options: Clear Data and Clear Cache. Click both to clear the storage will bring the Cache Used Space to 0 bytes.
Exit the Settings and open Mosino One App again.
Delete the app and reinstall it
If you're still having problems, please try deleting the app from your device entirely, and reinstalling. This will make sure you have a clean install and will refresh the link between Tailwind and your Android.
Delete the app on your Android by holding on the app’s icon for a couple of seconds then drag to the top right-hand corner to Uninstall. When asked "Do you want to uninstall this app?" select OK.
Launch the Google Play store app.
Search for the Mosino One app then tap the Install button to reinstall it. Wait for the app to download and install.
Fully restart your Android device
Depending on which model of Android you have, this process will look different. Nothing more is needed to perform this task than a basic shutting down and powering back on of your mobile device. This sometimes can be the easiest way to resolve any issues you may be facing. If you experience this issue consistently, please send an email to support@mosinoone.com so our tech support teach can investigate further.