Help

Troubleshooting

This comprehensive troubleshooting guide helps you resolve common issues with LoanX quickly and efficiently. Issues are organized by category with step-by-step solutions.

Quick Diagnostic Steps

Before diving into specific issues, try these general troubleshooting steps:

  1. Check Internet Connection: Ensure Wi-Fi or cellular data is working
  2. Force Close and Restart: Double-tap home button (or swipe up), close LoanX, reopen
  3. Restart iOS Device: Hold power and volume buttons, slide to power off, restart
  4. Check for Updates: App Store > Profile > Available Updates
  5. Verify iOS Version: Settings > General > About (iOS 14+ required)

Authentication Issues

Login Problems

Cannot Sign In with Google/Microsoft/Apple

Symptoms:

  • Authentication fails with error message
  • Redirected back to login screen
  • "Authentication Failed" error

Solutions:

  1. Check Account Status:

    • Verify your Google/Microsoft/Apple account is active
    • Ensure password is correct
    • Check if account requires password update

  2. Network Issues:

    • Switch between Wi-Fi and cellular data
    • Try signing in from a different network
    • Disable VPN if using one

  3. iOS Configuration:

    • Settings > Sign-In & Security > check account status
    • Update iOS to latest version
    • Clear Safari cache: Settings > Safari > Clear History and Website Data

  4. App Permissions:

    • Delete and reinstall LoanX if persistent issues
    • Ensure device has sufficient storage

Email Verification Code Issues

Symptoms:

  • Verification code email not received
  • "Invalid Code" error message
  • Code expires before entry

Solutions:

  1. Email Delivery:

    • Check spam/junk folder
    • Verify email address spelling
    • Wait 5 minutes for delivery
    • Request new code if expired

  2. Code Entry:

    • Ensure you're using the most recent code
    • Type carefully, watching for similar characters (0 vs O, 1 vs l)
    • Code expires after 10 minutes

  3. Email Provider Issues:

    • Some corporate email systems delay external emails
    • Try using personal email if work email isn't receiving codes
    • Contact IT if corporate email blocks external messages

Organization Access Problems

"Organization Not Found" Error

Solutions:

  1. Verify Account Setup:

    • Contact your administrator to confirm account is properly configured
    • Ensure you're using the correct authentication method (Google vs Microsoft, etc.)
    • Verify spelling of organization name

  2. Environment Check:

    • Confirm you're in correct environment (Production vs Staging)
    • Ask administrator which environment your organization uses

  3. Permission Issues:

    • Organization access may need admin approval
    • Check if you need an invitation code or specific setup process

Voice Assistant Issues

Connection and Session Problems

Voice Assistant Won't Start

Symptoms:

  • "Starting Session..." never completes
  • Session shows as "Ended" immediately
  • Cannot connect to AI service

Solutions:

  1. Internet Connection:

    • Test internet speed (voice assistant requires good bandwidth)
    • Switch to stronger Wi-Fi network
    • Try cellular data if Wi-Fi is problematic

  2. App Permissions:

    • Settings > Privacy & Security > Microphone > LoanX > Enable
    • Force close app after granting permissions
    • Test microphone in other apps to verify it's working

  3. Service Issues:

    • Wait 5 minutes and try again (service may be temporarily down)
    • Check if other users in organization are experiencing issues
    • Contact administrator for service status

Session Keeps Disconnecting

Symptoms:

  • Session ends unexpectedly
  • Frequent reconnections needed
  • "Session Ended" appears during use

Solutions:

  1. Network Stability:

    • Stay connected to stable Wi-Fi throughout session
    • Avoid switching between Wi-Fi and cellular during use
    • Close other bandwidth-heavy apps

  2. iOS Battery Management:

    • Settings > Battery > Battery Health & Charging
    • Disable Low Power Mode if enabled
    • Keep app in foreground during voice sessions

  3. Background Activity:

    • Avoid switching to other apps during voice sessions
    • Close unnecessary background apps
    • Keep LoanX in foreground for optimal performance

Voice Recognition Issues

Siri/Voice Commands Not Working

Symptoms:

  • "Hey Siri" doesn't recognize LoanX commands
  • Voice input not transcribing correctly
  • Microphone not responding

Solutions:

  1. Siri Setup:

    • Settings > Siri & Search > Listen for "Hey Siri" enabled
    • Re-train Siri voice recognition: Settings > Siri & Search > Set Up Siri
    • Verify LoanX has Siri permissions: Settings > Siri & Search > LoanX

  2. Microphone Issues:

    • Clean microphone area on device
    • Remove case if it blocks microphone
    • Test microphone in Voice Memos app

  3. Voice Recognition:

    • Speak more clearly and slowly
    • Reduce background noise
    • Try re-recording Siri phrases

AI Not Understanding Questions

Symptoms:

  • AI gives unrelated responses
  • Voice transcription is incorrect
  • AI says "I don't understand"

Solutions:

  1. Communication Technique:

    • Speak clearly at normal volume
    • Use complete sentences
    • Be specific with numbers and details

  2. Environmental Factors:

    • Move to quieter location
    • Turn off fans, music, or TV
    • Hold device at consistent distance

  3. Alternative Input:

    • Switch to text input for complex queries
    • Type numbers and technical terms
    • Use text for names and addresses

Loan Management Issues

Loan Creation Problems

Cannot Create Loans from Contacts

Symptoms:

  • Contact list appears empty
  • Contact import fails
  • "No contacts found" message

Solutions:

  1. Permissions:

    • Settings > Privacy & Security > Contacts > LoanX > Enable
    • Restart app after granting permissions
    • Verify contacts exist in iOS Contacts app

  2. Contact Data:

    • Ensure contacts have phone numbers (required)
    • Check that contact names are properly formatted
    • Verify contacts aren't stored only in email accounts that don't sync

  3. iOS Configuration:

    • Settings > Contacts > Default Account
    • Ensure contacts are stored locally or in synced account
    • Try creating a test contact to verify system is working

Loan Creation Fails

Symptoms:

  • "Error creating loan" message
  • Required field errors
  • Network timeout during creation

Solutions:

  1. Required Information:

    • Ensure all required fields are completed
    • Verify phone numbers include area codes
    • Check name formatting (first and last name)

  2. Network Issues:

    • Verify stable internet connection
    • Try creating loan on different network
    • Wait and try again if server is busy

  3. Data Validation:

    • Use proper phone number format: (555) 123-4567
    • Avoid special characters in names
    • Verify email format if provided

Loan Selection and Access

Loan List Won't Load

Symptoms:

  • Empty loan list screen
  • Loading indicator runs indefinitely
  • "No loans found" when loans should exist

Solutions:

  1. Network and Refresh:

    • Pull down on loan list to refresh
    • Check internet connection
    • Switch between Wi-Fi and cellular

  2. Account and Permissions:

    • Verify you're signed into correct account
    • Check if organization access has changed
    • Sign out and sign back in

  3. Environment Issues:

    • Verify correct environment (Production vs Staging)
    • Contact administrator about loan access
    • Check if loans exist in current environment

Cannot Open/Select Loans

Symptoms:

  • Tapping loan doesn't respond
  • App crashes when selecting loan
  • Wrong loan opens

Solutions:

  1. App Reset:

    • Force close and restart app
    • Clear app cache by restarting device
    • Update app if available

  2. Loan Data Issues:

    • Try selecting different loan first
    • Check if specific loan has data corruption
    • Contact administrator about problematic loans

App Performance Issues

Slow Performance

App Runs Slowly

Symptoms:

  • Slow response to taps and gestures
  • Long loading times
  • Interface lag and delays

Solutions:

  1. Device Resources:

    • Close other apps running in background
    • Restart device to clear memory
    • Check available storage: Settings > General > iPhone Storage

  2. Network Performance:

    • Test internet speed with speed test app
    • Switch to faster Wi-Fi network
    • Try cellular data if Wi-Fi is slow

  3. App Optimization:

    • Update app to latest version
    • Sign out and sign back in
    • Delete and reinstall app as last resort

App Crashes or Freezes

Symptoms:

  • App suddenly closes
  • Screen becomes unresponsive
  • Features stop working

Solutions:

  1. Immediate Steps:

    • Force close app and restart
    • Restart iOS device
    • Check for pending iOS updates

  2. Deeper Issues:

    • Settings > General > iPhone Storage > LoanX > Offload App (then reinstall)
    • Delete app and reinstall from App Store
    • Contact support with crash details

Network and Connectivity

Internet Connection Issues

App Won't Connect to Internet

Symptoms:

  • "No internet connection" errors
  • Data won't sync or load
  • Features requiring network don't work

Solutions:

  1. Network Diagnostics:

    • Test other apps requiring internet
    • Check Wi-Fi and cellular settings
    • Try forgetting and reconnecting to Wi-Fi

  2. LoanX Network Settings:

    • Settings > Cellular > LoanX > ensure enabled for cellular data
    • Check if VPN or corporate network blocks connections
    • Try different network (mobile hotspot, different Wi-Fi)

  3. iOS Network Reset (last resort):

    • Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings
    • Note: This removes all Wi-Fi passwords

Corporate Network Issues

App Won't Work on Company Wi-Fi

Symptoms:

  • App works on cellular but not company Wi-Fi
  • Authentication fails at work
  • Voice assistant doesn't connect

Solutions:

  1. Corporate Firewall:

    • Contact IT department about LoanX requirements
    • Request whitelisting for LoanX domains
    • Check if ports need to be opened

  2. Network Configuration:

    • Try connecting through guest network if available
    • Use cellular data as temporary solution
    • Ask IT about VPN requirements

iOS System Integration Issues

Siri Integration Problems

Siri Shortcuts Not Working

Symptoms:

  • "Hey Siri" commands don't work
  • Shortcuts don't open correct features
  • Siri doesn't recognize custom phrases

Solutions:

  1. Siri Configuration:

    • Settings > Siri & Search > Listen for "Hey Siri" enabled
    • Re-record voice phrases in LoanX settings
    • Train Siri voice recognition again

  2. App Permissions:

    • Settings > Siri & Search > LoanX > Allow all permissions
    • Settings > Privacy & Security > Microphone > Siri enabled

Spotlight Search Not Finding Loans

Solutions:

  1. Search Settings:

    • Settings > Siri & Search > LoanX > Show App in Search enabled
    • Use app normally to allow content indexing
    • Wait 24 hours for full indexing

  2. iOS Search Issues:

    • Restart device to refresh search index
    • Settings > Siri & Search > Search & Siri Suggestions enabled

Environment and Configuration Issues

Wrong Environment

Symptoms:

  • Can't find expected loans or data
  • Organization appears different
  • Features not working as expected

Solutions:

  1. Environment Verification:

    • Check current environment in app settings
    • Verify with administrator which environment to use
    • Switch environments if needed (requires app restart)

  2. Data Differences:

    • Production and Staging have separate data
    • Loans don't transfer between environments
    • User accounts may be different

Getting Additional Help

When to Contact Support

Contact Administrator For:

  • Organization access issues
  • Environment questions
  • User account problems
  • System-wide outages

Contact App Support For:

  • Persistent app crashes
  • Features not working as documented
  • Account authentication issues
  • Bug reports

Information to Provide When Getting Help

Include These Details:

  • iOS version (Settings > General > About)
  • LoanX app version (Settings > General > About > LoanX)
  • Specific error messages (screenshot if possible)
  • Steps that led to the issue
  • Whether issue happens consistently or intermittently

For Voice Assistant Issues:

  • Network type and speed
  • Microphone permissions status
  • Examples of phrases not working
  • Session duration when issues occur

For Login Issues:

  • Authentication method being used
  • Organization name
  • Environment (Production/Staging)
  • Error messages received

Self-Service Resources

Built-in Help:

  • App settings contain informational sections
  • Voice assistant can answer some usage questions
  • Error messages often include helpful guidance

iOS System Help:

  • Apple Support app for iOS-specific issues
  • iOS Settings often have help text for permissions
  • Apple Support website for system-level problems

Prevention and Best Practices

Avoiding Common Issues

Regular Maintenance:

  • Keep iOS and LoanX app updated
  • Periodically restart your device
  • Monitor available storage space
  • Clear old messages and files regularly

Optimal Usage:

  • Use stable Wi-Fi networks when possible
  • Keep device charged during long voice sessions
  • Close unnecessary apps before intensive tasks
  • Grant necessary permissions when prompted

Data Management:

  • Regularly sync/backup important data
  • Verify loan information after creation
  • Double-check environment before important work
  • Keep authentication accounts secure and updated

This concludes the comprehensive LoanX User Guide. For additional support or questions not covered in this guide, contact your system administrator or refer to the support resources provided by your organization.

Loan Management

Master loan creation, selection, search, and management workflows in LoanX