topic Re: Updated app won't open in Archived Posts

Updated app won't open

Ann__W — Tue, 07 Sep 2021 12:34:29 GMT

I've just been prompted to update the MyEE app when I logged in to gift some data to my son. The updated app crashes immediately on opening and I get an error saying that it keeps stopping. I've uninstalled and reinstalled it, restarted my phone and cleared the app cache. I'm on a Samsung Galaxy A71, if that's relevant. I can log in fine on my laptop so I've gifted the data that way, but I need to be able to access the app from my phone too.

Re: Updated app won't open

Christopher_G — Tue, 07 Sep 2021 14:42:55 GMT

Hi @ann_W

Welcome to the community.

Are you able to log into your My EE account through the phone's web browser?

Chris

Re: Updated app won't open

Ann__W — Tue, 07 Sep 2021 14:56:49 GMT

Hi - yes, I can log in through my phone's browser without any problems.

Re: Updated app won't open

Katie_B — Tue, 07 Sep 2021 15:09:05 GMT

Thanks for confirming @ann_W.

Are you using an EE Nano SIM with another EE Nano SIM (Dual SIM)?

What android software are you currently running on?

This can be found by following these steps:

Settings > About phone > Software information > Android version.

Does your device have enough space?

This can be found by following these steps:

Settings > Battery and device care > Storage.

Katie.

Re: Updated app won't open

Ann__W — Tue, 07 Sep 2021 15:46:23 GMT

Hi - I am using a single EE nano SIM and the latest version of Android (v. 11, updated this morning), and I have 51GB of storage free. All my other apps are running as normal.

Thanks,

Ann

Re: Updated app won't open

Katie_B — Tue, 07 Sep 2021 15:48:50 GMT

Thanks for checking @ann_W.

I would recommend giving our technical care team a call who can complete a full diagnostics.

Please be sure to let me know if you have any other questions,

Katie 🙂

Re: Updated app won't open

Ann__W — Tue, 07 Sep 2021 16:21:53 GMT

Weirdly I have uninstalled and reinstalled it a second time and it's working now!

Re: Updated app won't open

Katie_B — Tue, 07 Sep 2021 16:37:13 GMT

That's great to hear @Anne_W.

Thanks for coming back and letting me know.

Katie 🙂