Explore

Troubleshooting

There are a few issues with the App as it is still in development. We are actively working on fixing those and making your experience smoother. Please also let us know if you observe other novel issues.

“EIDU Field app keeps stopping”

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EIDU Field Keep stoping⁠

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«Could not send code due to technical problems»

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«Could not send code due to technical problems»⁠

I press submit but nothing happens

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I press submit but nothing happens⁠

I can see demo schools but not my schools

This means you have the demo app installed. Please install the latest version of the production app following the steps at

Installing the EIDU Field⁠

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After entering an SMS code, I see “Retrying data sync...” and “Initial sync failed”

This appears on few devices and if it happens on yours prevents you from logging in. What others have done to address is install the Kocha app on a different device. This is not an issue with your account but with the Kocha app.

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I am not seeing a school I am coaching in the app

You can only see the schools you are assigned to in the control panel. Inform your EIDU coach/officer if you are not seeing a school you should.

The App is unable to pick the GPS location

Description

The App is unable to pick the GPS actual/precise location and give the user a warning;

Permission denied - on the location field.

WhatsApp Image 2023-07-28 at 10.42.49.jpg

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Potential fix

Ensure your data connection is on

Check to ensure that the device location is switched on

check to ensure that the app has permission to access their location

NB: If it does not pick the the GPS location with sponsored data, try tethering to a hotspot/wi-fi.

The app logged me out

There are multiple reasons this might happen.

After 30 days, the app logs you out due to security reasons. This is so that sensitive data can not be accessed by someone that, for example, has stolen the device.

It can be due to a bug. We know that when the app crashes, it can log you out. We are working on identifying an fixing these issues. If you think that you have encountered a case like this, inform your coach.

If you log back in you will have access to your data again. If the internet is enabled, the app syncs every 15 minutes so your most recent submissions should also be saved.

Form Submissions section take a while to load

The form submitted section can take sometime to load which is something that we are currently looking to improve now and in future versions of the Kocha app.

Expected Behaviour

Once the app opens

ECD Officer fills in the form

Then submit

Navigate to the Submission section

Actual Behavior

Under the ECD Submissions, it takes some

Forms not opening as a result of device reassignment

- Description

This happens when switching between users in a single phone. i.e. When one tries to sign in the same device that some one else had signed in using a different account.

VID-20230404-WA0006.mp4

https://eidu.slack.com/files/U0239E9QM1S/F051J3JK26A

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vid-20230404-wa0006.mp4

Potential fix

Press the "Sync" button and wait for the small notification message that says "Sync successful"

Force close the app (i.e. swipe it away in the application switcher)

Reopen the app

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