Smartphone problems and Resetting iVana

You're suddenly having iVana mobile app problems.  It was working fine.  You checked iContent and the Internet connection and they're ok.  Now what?

 

There are a few steps of increasing severity that you can take to resolve what's going on.  Start with the first step.   Test the app.  If that doesn't fix it, move to the next item on the list.  Be aware that clearing app data or resetting the phone will lose photos not yet uploaded. 

 

1.  Log out of iVana and back in. 

 

2. Clear App Data.  Go to Android settings, select Apps, and find and open iVana.  Click Storage. Click and then Clear Data and Cache.  Video

 

3. Check your iVana version. 

• Find your iVana version
• Compare it to the current iVana version from the Google Play store.  If the version numbers are different or if they're the same but you haven't updated iVana since the version date on the store, then delete and re-install the app as below. 

4. Try another smartphone with iVana.  If the other phone also doesn't work, the problem likely is with an EZ360 server and not Ivana.  Log into iContent and check system announcements. If that doesn't provide any guidance, submit a support ticket.

 

5. Delete the App.

• Go to Android settings, select Apps, and find and open iVana.  Click Uninstall.
• Visit and find iVana at the Google Play store.  Download and install iVana.
• Start iVana and use your EZ360 login ID and password.
• Review your iVana settings to ensure they are still correct.

6. Factory Reset.

• See Samsung Note 5 factory reset directions. 
• Go through the phone initialization and Android update process, including finding and connecting to your wifi network and using your EZ360 dealer Google ID and password. Don't install any offered options and apps.
• Visit and find No Screen Off at the Google Play store. Download and install the app.  Press the app until you see themessage "NO Screen timeout disabled".
• Visit and find iVana at the Google Play store.  Download and install iVana.
• Start iVana and use your EZ360 login ID and password.
• Review your iVana settings to ensure they are still correct.

If none of these work, you likely have a bad phone. We recommend that you have a backup phone  for testing or problems like this.  See EZ360 Replacement phones.  After you receive the phone execute a factory reset and set up iVana as above.