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Troubleshooting Common Device and App Issues

If you're experiencing issues with the Clientbook app on your mobile device, this article covers the most common problems and how to fix them quickly. Most issues have to do with the device itself, and can be resolved with a few simple steps.

Training Videos Have No Sound

If you're watching training videos in the Clientbook app but can't hear any audio, the most common cause is that your device is in Silent Mode or the volume is turned down.

Quick Fixes:

  1. Check the Silent/Mute Switch (iPhone and iPad): Look at the side of your device for the small switch above the volume buttons. If you see orange, your device is muted. Flip the switch so orange is no longer visible.
     
  2. Turn Up the Volume: Use the physical volume buttons on the side of your device to increase the volume. You can also swipe into Control Center and adjust the volume slider.
     
  3. Check Do Not Disturb: If Do Not Disturb is enabled, it may affect media playback. Open Settings, tap Focus, and make sure Do Not Disturb is turned off.
     
  4. Try Headphones or External Speakers: If built in speakers aren't working, try connecting headphones or Bluetooth speakers to see if the audio plays through those.
     
  5. Test Sound in Another App: Open a different app like YouTube or play a song in your Music app. If you hear sound there, the issue may be specific to the video you're watching in Clientbook. Try closing the app fully and reopening it.
     

"Your Device Isn't Connected" Message

If you see a popup or message saying your device isn't connected, this typically means the app cannot reach our servers due to an internet connection problem on your end.

Quick Fixes:

  1. Check Your Wi-Fi Connection: Open your device Settings and make sure Wi-Fi is turned on and connected to a network. Look for the Wi-Fi icon in your status bar.
     
  2. Try Cellular Data: If Wi-Fi isn't available or isn't working, try turning on cellular data. Go to Settings, tap Cellular (or Mobile Data), and make sure it's enabled. Also check that Clientbook is allowed to use cellular data in that same menu.
     
  3. Toggle Airplane Mode: Turn Airplane Mode on, wait 10 seconds, then turn it off. This resets your device's connection to the network.
     
  4. Move Closer to Your Router: If you're on Wi-Fi and the signal is weak, try moving closer to your router or access point.
     
  5. Restart Your Router: If other devices are also having internet issues, restart your router by unplugging it, waiting 30 seconds, and plugging it back in.
     
  6. Check for Network Outages: Ask a coworker if they're also experiencing connectivity issues or check if other apps requiring internet are working on your device.
     

General "My iPad (or iPhone) Isn't Working" Troubleshooting

When the Clientbook app is behaving unexpectedly, freezing, crashing, or just not responding properly, follow these steps in order. These steps work for iPhones too.

Step 1: Force Close and Reopen the App

Swipe up from the bottom of your screen (or double click the Home button on older devices) to see all your open apps. Find Clientbook and swipe up on it to close it completely. Then tap the Clientbook icon to open it fresh.

Step 2: Restart Your Device

This classic fix works more often than you'd expect. Hold down the power button (and volume button on newer iPhones/iPads) until you see the "slide to power off" option. Power off your device, wait about 30 seconds, then turn it back on.

Step 3: Check for App Updates

Open the App Store, tap your profile icon in the top right, and scroll down to see if Clientbook has an update available. If so, tap Update. Running an outdated version of the app can cause unexpected issues.

Step 4: Check for iOS Updates

Go to Settings, tap General, then Software Update. If an update is available, install it. Sometimes app issues are actually caused by bugs in older versions of iOS that Apple has already fixed.

Step 5: Uninstall and Reinstall the App

If other steps haven't worked, try removing the app and installing it again:

  1. Press and hold the Clientbook app icon until a menu appears
  2. Tap "Remove App" or "Delete App"
  3. Confirm you want to delete it
  4. Open the App Store and search for "Clientbook"
  5. Download and install it again
  6. Log back in with your credentials

This gives you a fresh installation and often resolves stubborn issues.

Device Compatibility Reminder

Make sure you're using a compatible device. Clientbook works on:

  • iPhones
    • iOS 14 or later
  • iPads
    • iPadOS 14 or later
  • Android Phones
    • Android 8.0 or later
  • PC (via web browser)

The app will not work on Android tablets, Windows tablets, or other devices.

For more details, see: What devices are compatible with Clientbook?

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