Top Technical Issues and Solutions

Welcome to the MindCotine Knowledge Base. Below are the top technical issues users might face while using our app, along with detailed explanations and solutions provided by our MindCo coaches.

1. I can’t log in

Answer:
Please check your operating system version.
It seems you might be using an older version of your operating system, which could be causing the login issue. Ensure that your device’s OS is up to date, as our app is optimized for the latest versions to ensure compatibility and security. If updating your OS doesn’t resolve the issue, try reinstalling the app to clear any corrupted files. Does this solve the problem, or do you still encounter difficulties logging in?

2. Apps sign out constantly

Answer:
Please connect only to WIFI and clear the cache.
Repeated sign-outs can occur if there’s a connectivity issue or corrupted cache data. Ensure you’re connected to a stable WIFI network to maintain a reliable connection. Additionally, clearing the app cache can remove temporary files that might be causing the issue. To clear the cache, go to your device’s settings, find the app, and select the option to clear cache. Does this help keep you logged in, or do you need further assistance?

3. SMS not sent

Answer:
We will verify this with our IT team.
It looks like the SMS with your login code wasn’t sent, which could be due to server issues or incorrect phone number entry. We will check with our IT department to resolve any server-related problems and ensure that the SMS service is functioning correctly. Meanwhile, double-check that your phone number is correctly entered without any typos. Can you try again in a little while and let us know if the issue persists?

4. Sign in error screen

Answer:
Please check the entered data.
An error screen at sign-in usually means there’s a mistake in the data entered. Double-check your username and password for any typos or errors. Ensure that your keyboard’s caps lock is not on, as passwords are case-sensitive. If you’ve forgotten your password, use the “Forgot Password” option to reset it. Is everything correct now, or do you need further help?

5. Can’t validate phone number

Answer:
Please check the entered phone number.
The app might not recognize your phone number if it’s entered incorrectly. Verify that you’ve entered your phone number in the correct format and without any extra spaces or characters. If the problem persists, check if your number is registered with the app’s service providers. Is it working now, or do you need additional assistance?

6. Can’t log in expired license

Answer:
We will revalidate your license.
Your license might have expired, preventing you from logging in. This can happen if your subscription has ended or if there was an error in the license renewal process. We’ll handle this internally and revalidate your license to restore access. Please try logging in again after a short while. Does this resolve your issue, or do you need further help?

7. Can’t open the app

Answer:
Ensure the app is up to date.
If the app isn’t opening, it might need an update. Check the app store for any available updates and ensure your app is running the latest version. Sometimes, outdated versions can cause compatibility issues with your device’s operating system. If updating doesn’t help, try uninstalling and reinstalling the app. Is the app opening now, or do you need more support?

8. Can’t download the app

Answer:
Check your device and internet connection.
Downloading issues can occur if your device doesn’t meet the app requirements or if there’s a weak internet connection. Make sure your device has enough storage space and is connected to a stable internet source. Also, verify that your device is compatible with the app by checking the app’s requirements in the store. Can you download the app now, or is there still an issue?

9. Can’t find the app in store

Answer:
Confirm the app’s availability in your region.
The app might not be available in your region, or you might be looking in the wrong store. Verify that you are searching in the correct app store (Google Play Store for Android or Apple App Store for iOS). Also, check if the app is available in your country by looking at the app’s information page in the store. Is it listed now, or do you need further assistance?

10. VR player all black

Answer:
Restart the app and check for updates.
A black screen in the VR player can be due to a glitch or outdated software. Restart the app to reset the session and ensure it’s updated to the latest version. Sometimes, restarting your device can also help clear any temporary issues. If the problem persists, reinstall the app to ensure all components are correctly installed. Is the issue resolved, or do you need more help?

11. Double vision in VR

Answer:
Please adjust the VR settings.
Double vision can be fixed by adjusting the VR settings in the app. Ensure your headset is properly aligned with your eyes and that the lenses are clean. You may also need to adjust the interpupillary distance (IPD) setting in your headset to match the distance between your pupils. Does this help, or is the double vision still occurring?

12. Audio not playing

Answer:
Check your device’s volume and settings.
If the audio isn’t playing, ensure your device’s volume is up and check the app’s audio settings. Make sure that your device is not in silent mode and that the app has permission to use the device’s audio. Also, try using headphones to see if the issue is with the device’s speakers. Is the audio working now, or do you need additional assistance?

13. App won’t rotate

Answer:
Enable auto-rotate on your device.
The app might not rotate if auto-rotate is disabled on your device. Enable auto-rotate in your device settings and try rotating the device again. If the app still doesn’t rotate, check if the app settings have an option to lock orientation and adjust it accordingly. Does the app rotate now, or is there still an issue?

14. Dizzy user

Answer:
Take breaks and reduce VR session duration.
If you’re feeling dizzy, take regular breaks and reduce the duration of your VR sessions. Ensure that your VR environment is well-lit and that you’re sitting down to avoid disorientation. Also, try reducing the VR headset’s brightness or adjusting the straps for a more comfortable fit. Are you feeling better now, or do you need further guidance?

15. Phone doesn’t fit cardboard/headset

Answer:
Ensure your phone is compatible with the headset.
Your phone might not fit if it’s not compatible with the headset. Check the compatibility guidelines provided by the headset manufacturer and ensure your phone meets the required dimensions. If your phone is too large or too small, you might need a different headset designed for your phone’s size. Does your phone fit now, or do you need more assistance?

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Updated on: 29/08/2024