If an Activity or Path is not opening, something you’ve typed in is not saving, or a button is not reacting, see the troubleshooting tips below.
Website
Many common functional problems might be due to your web browser.
First off, we recommend using Google Chrome, Safari, or Microsoft Edge as your web browser, as these are the most compatible.
If you're already using one of the recommended browsers, you may want to take any pending updates for your browser if you don’t already have the latest version, as well as clear your internet history/cache, including cookies. Here are the steps below for reference:
- Google Chrome - Clear cache and cookies
- Safari - Clear the history and cookies
- Microsoft Edge - View and delete browser history
If you are using a different browser, you should be able to find steps on how to clear your cache and cookies by searching online. If the above does not resolve the behavior you're seeing, you can also try these options:
- Try another computer/device, such as a smartphone.
- Try using a computer or other device that's not connected to your employer's network.
- If it's a corporate computer that's having issues, please contact your IT department for assistance.
Aduro Mobile App
If you're having an issue with the Aduro Mobile App, try logging out of the app, shut it down completely, and then log in and try again.
If that does not resolve the issue, the next step is to see whether you need to take an update.
Depending on your mobile device, visit the App Store or the Google Play Store and check for any Aduro Mobile App updates. If there is no update, you might wish to uninstall and reinstall the app completely.
For more troubleshooting tips, click here and click here.
If you need assistance with your well-being program or program account, please submit a help request. Click the chat icon (speech bubble) in the lower right corner of the page to connect with a live agent, or click the Submit a Request link at the top of the page, and we'll respond as soon as possible. When submitting a help request, please include the following information as applicable:
- Your name
- Email address associated with your well-being program account
- Your phone number and time zone (we'll need to speak to you personally for account, personal, or protected health information issues)
- Your well-being program provider/employer
- Device you’re using and the operating system
- Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
- Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved
- Screenshots that illustrate the issue, if possible
Comments
0 comments
Please sign in to leave a comment.