Troubleshooting: Mobile App and Website error and loading issues

 

Contents of this troubleshooting guide:

      1. General troubleshooting
      2. Web Platform related issues
      3. Native mobile app related issue (Android & iOS)
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General Troubleshooting

When encountering any error or issues when using the platform, please try the below troubleshooting steps and see if it helps.

Note: Before troubleshooting, if you are using any VPN or browser firewall, please disable them as they may be the cause why the platform does not load.

If the website or app loads and you are logged in but it does not show your portfolios, it is possible that you are logged in using a different email address. You may view our article here on how to find out if you have more than one account.

Simply Wall St works on all the major browsers. For the best experience and improved online security, we recommend using one of the supported desktop browsers listed below. The minimum browser requirements are as follows:

      • Google Chrome (version 61 or higher)
      • Firefox (version 60 or higher)
      • Safari (version 12 or higher)
      • Edge (version 16 or higher)
      • Samsung Browser (version 9 or higher)

For our mobile apps:

      • Android 6 or higher
      • iOS 11 or later

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Common error: “We’re sorry you ran into a bug!”

 

Issue / When

 

Potential Cause/s

 

Action required/Troubleshooting

Mobile app upon login

Old version of app

Uninstall then reinstall

A portfolio is inaccessible:

      • Too many items or transactions
      • Expired linked portfolio

You need to contact Support to check your portfolio and have it deleted.

Website platform login

A portfolio is inaccessible:

      • Too many items or transactions
      • Expired linked portfolio

You need to contact Support to check your portfolio and have it deleted.

Accessing specific company analysis report

Changes in the URL used for it

Clear browser’s cache and cookies then re-login to your account. Click here to see how

Opening Simply Wall St URL from a bookmark

Changes in the URL

Open the app using the url https://simplywall.st/welcome

Your access token may have expired

Clear browser’s cache and cookies then re-login to your account.


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Web Platform related issues

 

Problem1: Website does not load (Desktop)

Troubleshooting #1: Hard-refresh the browser. Hard refreshing the browser forces the web browser to discard what it already has in the cache and to download the latest version of the site. 

Here are instructions on how to hard refresh your browser.

        • Chrome, Firefox, or Edge for Windows: Press Ctrl+F5 (If that doesn’t work, try Shift+F5 or Ctrl+Shift+R).
        • Chrome or Firefox for Mac: Press Shift+Command+R.
        • Safari for Mac: There is no simple keyboard shortcut to force a hard refresh. Instead, press Command+Option+E to empty the cache, then hold down Shift and click Reload in the toolbar.

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Troubleshooting #2: The error might be caused by the overall browser cache issue. To resolve such webpage errors, kindly try clearing your browser’s cache and cookies (All-time history) then retry logging into your account. 

For Google Chrome browser simply open a new browser window or tab then copy-and-paste the below link to your browser url field. After that, just simply click on the Remove all button. Once you have removed all the stored website data, you should be redirected to the about page of our website or will be asked to login.

Copy-and-Paste to Google Chrome Address bar:

chrome://settings/cookies/detail?site=simplywall.st&search=cookies

 

 

Problem2: Mobile browser does not load

Troubleshooting #1: The error may be caused by a caching issue hence, we suggest clearing your browser’s cache and cookies. 

Safari for Mobile

To clear Safari's cache and cookies, please follow the below instructions. 

        1. Open Settings
        2. Swipe down and tap Safari
        3. Swipe down again and tap Clear History and Website Data, then confirm

 

Google Chrome for Mobile

In the Chrome app (Android Device)

        1. On your Android phone or tablet, open the Google Chrome app .
        2. At the top right, tap More .
        3. Tap History. Clear browsing data.
        4. At the top, choose a time range. To delete everything, select All time.
        5. Tick on the boxes for "Cookies and site data", "Cached images and files" and “Site settings”.
        6. Tap Clear data.



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Native mobile app related issue (Android & iOS)

 

Problem: Native Mobile app keeps on loading 

Troubleshooting #1: It is possible that you are using the old version of the Simply Wall St mobile app which might have caused the error. Kindly update the Simply Wall St mobile app on your phone through Google play or Apple app store and re-login to your account. Alternatively, you can simply uninstall then reinstall the application.

Troubleshooting #2: Try to force closing open applications to free up phone’s used memory or RAM. To do this, you can follow the below guides:

 

For iOS devices - Visit Apple’s support site at https://support.apple.com/en-ph/HT201330 for more information.

iPhone X and later

                1. From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen.
                2. Swipe right or left to find the app that you want to close.  
                3. Swipe up on the app's preview to close the app.

iPhone SE, iPhone 8 and earlier, and iPod touch

                1. Double-click the Home button to show your most recently used apps. 
                2. Swipe right or left to find the app that you want to close.  
                3. Swipe up on the app's preview to close the app.

Android devices

                1. Tap App overview which is normally just on the left of the Home button
                2. Swipe up the single app you want to close or you can select to close all.

NOTE: The demo device is Samsung S10+. Please check your device manual if the actions above is not applicable or working for you.

 

Troubleshooting #3: Try clearing the mobile app’s cache and data by following the instructions below. 

On an Android Device; (mobile phone and tablets)

              1. Open the Settings of your phone.
              2. Tap the Storage.
              3. Tap the “Other Apps” heading to see a list of your installed apps.
              4. Find and tap on the Simply Wall St app.
              5. Tap the Clear cache button.
              6. Relaunch the mobile app and log in.

iOS Mobile Devices

              1. Go to Settings > General > iPhone Storage. 
              2. In the iPhone Storage screen, find and tap the Simply Wall St mobile app.
              3. Tap "Offload App". Relaunch and log in to your account.

 

 

 

 

 

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