Common On-Site Support Questions and App Troubleshooting

While on-site at an event, there are several common questions or issues that attendees or app users may come up with. Please note that many of these may not pertain to the event app itself.

General troubleshooting solutions include:

Double check the WiFi connection
Verify that the app is up-to-date
To force refresh, hard-close the app and reopen
Close other apps running in the background, then refresh

Below is a list we have compiled with common issues and their answers or troubleshooting tactics:

1. How do I find/download the event app?
When the event app was launched, an email was sent to each user at the email address with which they registered. This email contains direct links to the app download for each device. To find the event app in the app stores, follow the instructions below:

For white-label apps, open the Google Play or App Store. Search the event name or app name provided by the conference organizer.
For apps within the Jujama container, open the Google Play or App Store. Search for and download the "Jujama Connect" app. Once downloaded, open the app and search for the event name provided by the conference organizer.

2. I don’t know my username or password.
When the event app was launched, an email was sent to each user at the email address with which they registered. This email contains the username and password for the app. To locate this information via Admin, follow the instructions below:

To view or change the username: Under Manage Event Content > People > Manage People, locate the correct person by searching for them with the search form to the left. Under the person’s record, click the "Edit" button. This will contain a field with their username that can be edited.
To generate a new password: Under Manage Event Content > People > Manage People, locate the correct person by searching for them with the search form to the left. Under the person’s record, click the "Generate One-time Password" link. This will load a pop-up containing the username and a new temporary 6-digit password. This information will also be emailed to the user. All previous passwords will be nullified. Upon login, the user will be prompted to change the password.

3. How do I connect to the WiFi?

If using an iOS device, open the device Settings and select Wi-Fi. Select the proper network from the list of available networks that displays. If the network is password protected, enter the password when prompted (if you are not prompted for the password, see below).
If using an Android device, open the device Settings and select Wi-Fi. Select the proper network from the list of available networks that displays. If the network is password protected, enter the password when prompted (if you are not prompted for the password, see below).
If using a laptop, open the Network Settings and search for networks, then select the proper network from the list of available networks that displays. If the network is password protected, enter the password when prompted (if you are not prompted for the password, see below).

4. The WiFi requires a password, where do I enter that password?
When connecting to WiFi on a mobile device or laptop, usually the device will automatically ask you to select a network and if the network is password protected, a webpage will open and prompt for a password. If this does not automatically happen, open your Network Settings and search for networks. Once the proper network is selected, if you are not prompted automatically for a password (via a webpage), open a browser and try navigating to a well-known website, such as Apple — here’s the important part — be sure to enter the full website URL, including the http protocol, such as http://www.apple.com. This will force the network to activate and should then redirect to the webpage where you can enter the network password.

5. Information is taking a while to load, what’s wrong?
The app is frozen or just spinning with a "Please Wait" message.
The app was working before, but isn’t now, what’s wrong?

Double check the WiFi connection!
- WiFI may be slow because of the large volume of users. When sessions let out or during breaks and lunches, the number of users connecting to the WiFi increases significantly. This can bog down the WiFi which then either slows the connection or kicks people off.
- WiFi may have disconnected and cell data is poor. Again, like above, the WiFi connection could be poor due to the large volume of users. Often, inside hotels and convention centers, the cellular data connection is also low. It’s best to advise the user to try again when their connection to the internet is better.
- Be sure the user is connected to the conference WiFi and not the hotel WiFi. Often, users will connect to the WiFi in their hotel room, then go to the conference. The connection will still be present but is just not strong enough to reach into the conference area.
There may have been an update made to the content at the same time the user tried to view the content. To refresh, hard-close the app on your device and then reopen the app and try to view the data again.
The device may be low on memory. Try hard-closing all apps that are running on the device, then try the app again. Apps may appear to be "closed" because they are not active but may still be running in the background on the device. This can sometimes slow down the device enough to cause content download issues.
Verify that the app is up-to-date. If an update to the app were released for new features or bug fixes, you may need to update the app to get the most recent version. The app can be updated from the App Store or Google Play store.

6. I’m not receiving important emails from the event.
Emails from the system are sent to the user via the email address that was provided during registration. If an assistant or coworkers’ email address was used, they may be receiving the emails. To view or change the email address: Under Manage Event Content > People > Manage People, locate the correct person by searching for them with the search form to the left. Under the person’s record, click the "Edit" button. This will contain a field with their email address that can be edited.

7. Where can I see where my meetings are located?
Meeting locations can be found under the confirmed meetings dropdown which is under the main meetings tab.

8. How do I build my personal agenda?
This is the most popular use of our app! On the Agenda tab, click Detailed Agenda. When you find a session you would like to add to your agenda, click the star next to the title. You can later find the agenda you build under the Agenda tab.

9. How do I find my messages in the app?
Click on the Messages tab in the app and you will find an inbox with messages from other attendees and sponsors.

10. How do I send messages?
In the Profiles tab, click on the three dots next to a person’s name and then click Send Message. Or, on the Messages tab, click Compose and type in the name of the person you would like to send a message to.

11. How do I add documents and/or videos to my personal profile?
Click on the Edit My Profile tab in the top right corner of the app, and click Edit to add documents, videos or pictures to your profile. They will be linked to your personal profile and your company profile.