Troubleshooting and Login Help - Android Troubleshooting

Troubleshooting On An Android Phone or Tablet

If you're having an issue using Mosaic on your Android phone or tablet, try the steps below.

Note: Because there are many different Android phones and tablets, the exact instructions might vary.

Close and restart Mosaic

  1. Launch the Recent Applications Menu
  2. On your phone or tablet, find Mosaic and swipe it to the right
  3. Wait a few seconds.
  4. Open Mosaic and see if the problem is resolved.

If that doesn’t work, try Force Stop:

  1. On your phone or tablet, go to Settings > Applications > Application Manager.
  2. Tap Mosaic in the list of apps (you might have to scroll through the list to find it).
  3. Tap Force Stop.
  4. Wait a few seconds.
  5. Open Mosaic and see if the problem is resolved.

Shut down and restart your device

  1. Hold down the power button until you're prompted to power off your device (turn the device off, instead of putting it in sleep mode).
  2. Wait at least twenty seconds.
  3. Turn your device back on.
  4. Open Mosaic and see if the problem is resolved.

Clear the cache

  1. On your phone or tablet, go to Settings > Applications > Application Manager.
  2. Tap Mosaic in the list of apps.
  3. Tap Storage.
  4. Tap Clear Data to clear Mosaic app data from your device.
  5. Tap Clear Cache.
  6. Open Mosaic and see if the problem is resolved.

Remove and reinstall Mosaic

  1. On your phone or tablet, go to Settings > Applications > Application Manager.
  2. Tap Mosaic in the list of apps.
  3. Tap Uninstall.
  4. Download and reinstall Mosaic from the Google Play Store.

How do I report a technical problem on Mosaic?

If you think you've found a technical problem on Mosaic, you can report it from within the app or by sending an email to: support@podop.com

To report something that's not working from the app:

  1. Tap on the Menu icon on the top left of the Story Map.
  2. Tap on Help
  3. Scroll down to the bottom to the Contact Us section and tap on Send Feedback. This should bring up the send feedback form.
  4. Please include as much detail as about your problem as possible. Include the type of phone or tablet you were using, the version it was on, what you were doing when the problem occurred (detailed steps are appreciated). The information you give us will be important in helping us address the issue.