Safer Badgers - App Troubleshooting

This document outlines the general troubleshooting steps for the Safer Badgers app.

Notes

Before attempting any troubleshooting, this document contains several frequently asked questions related to the Safer Badgers app: COVID-19 Response FAQs for Safer Badgers.

  • Test result and symptom questions can be referred to University Health Services (UHS) at their contact: UHS - Call for Help
  • UW Housing Quarantine Space questions can be directed to UW Housing at any of their contacts: Housing Contact
  • A web version of the app is coming, but will not be available by the start of the semester. The campus community will be notified when this option is available.

Troubleshooting known issues

Unable to login (iOS only)

If you use a device running iOS 12 and have changed the default browser to Chrome or Firefox, you may be unable to log in.

In order to log in, change your default browser to Safari. To do so:

  1. Navigate to iOS Settings > Safari > Default Browser App.
  2. Select Safari.
  3. Return to Safer Badgers and complete the login process.

My status is "Not Available" and my building access is "Denied"

The Safer Badgers app requires an internet connection. Check your internet connection and refresh your status.

iPhone: Connect your NetID fails with a blank page after logging in

The Content Restriction feature of iOS can interfere with the MFA-Duo prompt on iOS. Do the following to log in successfully:

  1. Navigate to Settings > Screen Time > Content & Privacy Restrictions > Content Restrictions > Web Content.
  2. Uncheck Limit Adult Websites to completely disable content restrictions.

If you do not want to fully disable content restrictions, you can allow wisc.edu (not wisconsin.edu) within the Content Restrictions page on the iOS device. This will allow the MFA-Duo prompt to display even if content restrictions are enabled.

Safer Badgers is not available in my country's app store

You can only download the Safer Badgers app on the Google Play Store and Apple App Store in the United States. We cannot offer it in any other region. You may be able to borrow a device with Safer Badgers pre-installed.

You may be able to change the region of your Apple ID to access the US App Store. This process is supported by Apple. Please read the instructions very carefully as there are some irreversible changes made during the process. See Apple Support, Change your Apple ID country or region.

iPhone: Display problems when Larger Text is on

Safer Badgers will not display text and buttons correctly on an iPhone when Larger Text is turned on. To temporarily disable larger text while using Safer Badgers:

  1. Go to: Settings > General > Accessibility > Larger Text.
  2. Turn off Larger Accessibility Sizes.

My on-campus test results have not been delivered to my phone

See Safer Badgers - Viewing your Test Results for information and troubleshooting steps.

I'm having a problem with my loaner device

If you need help troubleshooting a loaner device, see Safer Badgers - Loaner Device Troubleshooting.

General Troubleshooting

Restart Phone

Most issues after downloading the app can be resolved by restarting your device. Instructions on how to do so can be found below:

Login Troubleshooting

If you're having trouble logging in, please confirm you are eligible for Safer Badgers. More information is here: Safer Badgers - Testing Eligibility and Information.

Logging out of the application and logging back in should fix several issues with incorrect data displaying, such as building access or consent forms:

saferBadgersLogout4.png saferBadgersLogout3.png

Uninstall/Reinstall

Many issues with the Safer Badgers application can be resolved with a fresh app installation.

You can also confirm that you have the most updated version via the App Store or Google Play Store. (As of 1/19/2021, the latest version is 2.12.0)

! IMPORTANT: Before you uninstall your app, you must save your QR code as described in Safer Badgers - Encryption Keys and Secret QR code.

! Your QR code contains your testing and health history. This information will be lost if you do not save your QR code prior to uninstalling your app.

! We do not store your QR code, testing history, or health history on our server. We will not be able to retrieve it for you.

Additional Help

For more information on the COVID-19 measures on campus, please see COVID-19 Response.

For more information on Safer Badgers, please see Safer Badgers.

If you have further questions or concerns, please contact the UW-Madison COVID-19 Assistance Line at (608) 262-7777.

See Also:




Keywords:safe virus testing test application iOS android iPhone pixel samsung saferbadgers safer badger saferbadger covid covid-19 covid19 coronavirus pandemic international country   Doc ID:108334
Owner:Bailey C.Group:Safer Badgers
Created:2021-01-13 13:45 CSTUpdated:2021-01-22 10:22 CST
Sites:DoIT Help Desk, Safer Badgers
Feedback:  3   0