Safer Badgers - App Troubleshooting

This document outlines the general troubleshooting steps and solutions for known issues 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.

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. To logout of your app:

  1. Click on the gear icon in the upper right corner
  2. Click on logout

saferBadgersLogout3.png

Uninstall/Reinstall

We discourage uninstalling the Safer Badgers app as a troubleshooting step. Many issues can be resolved with a fresh app installation; however, this should only be done as a last resort option. If you are having issues with your Safer Badgers app, please contact the DoIT Help Desk before uninstalling.

You may also want to confirm that you have the most updated version via the App Store or Google Play Store.

! IMPORTANT: Before you uninstall your app, you must save your COVID-19 Private Key as described in Safer Badgers - COVID-19 Private Key.

! Your COVID-19 Private Key contains your testing and health history. This information will be lost if you do not save your COVID-19 Private Key prior to uninstalling your app.

! We do not store your COVID-19 Private Key, testing history, or health history on our server. We will not be able to retrieve it for you.

Troubleshooting known issues

My app isn't updating

It's important to keep your Safer Badgers app updated. To find the version within the app, go to Settings and scroll to the bottom.

If you're unable to update to the latest version of the Safer Badgers app, you may need to force the app to close. 

For iOS

See How to force an app to close on your iPhone, iPad or iPod touch.

For Android

  1. Tap and hold the Safer Badgers app icon.
  2. Tap App Info.
  3. Tap Force stop.

Alternate instructions for older Android devices

If you aren't able to uninstall the app following the preceding steps, try the following:

  1. Open Settings on your device.
  2. Tap on Apps or Application manager.
  3. Tap on the Safer Badgers app icon. You may need to scroll to find it.
  4. Tap Force stop.

Unable to login (iOS and Android)

Please Note: The sign in page is directly tied to default browser settings on the phone/device. Cookies must be on and allowed in order for Duo to work properly.

iOS

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 > (Name of Default Browser i.e DuckDuckGo) > Default Browser App.
  2. Select Safari.
  3. Return to Safer Badgers and complete the login process.
When following these steps, please make sure to select Safari in the "Default Browser App" step 
       Select default browser IOS

Android

If a you are not able to sign in because Safer Badgers is not seeing the push that is getting approved, please sign into my.wisc.edu on your default browser, then once signed in immediately have open Safer Badgers which will load the sign in token currently live in your browser from signing into myUW.

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.

You may also be able to change the region of your Google Play Store to access the US Google Play Store. This process is supported by Google. Please read the instructions very carefully as there are some irreversible changes made during the process. See Change your Google Play country.

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.

I have tested negative, but my badge color is not changing

A cause for your badge color not changing after one or more negative tests can be that you have been asked to quarantine for being in close contact with someone who tested positive.

This can be identified on the front page of the Safer Badger app by navigating to the Next Step Area. It will look like the screenshot below stating: "UW-Madison University Health Services (UHS), in partnership with Public Health Madison & Dane County, asks you that you quarantine immediately."

You will have to speak to UHS by calling the Covid Response line, 608-262-7777, choosing the student/staff option and then option 1 for health/medical questions.

Quarantine-Next-Step1.png

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: