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Having problems with an app you downloaded?  It happens.  Although many apps have been tested, some bugs may fall through the cracks.  For the most part, I haven’t had too many problems with most of my daily apps, but I have given up on one or two apps in the past due to problems.  Contacting the correct app support group is important to solving your app problems.  Here are a few tips you can use to getting your problem resolved.

What Can You Do Before Finding Help?

There are a few things you can do before reaching out to the app support group.  First, if you aren’t in the habit of turning your device off, try rebooting it.  Hold the top button down and slide the power button that pops up on the screen.  Let it sit for a little bit and turn it back on.  I know, some may feel this is silly, but I hardly ever turn my devices off and this has helped solve some problems.

Second, try reinstalling the app.  To do this, hold down the app icon on your device until it starts jiggling.  Once the X appears in the top corner of the app, press the X and this will delete the app from the device.  To reinstall the app, on the device find the app in the appstore and install.  If you already purchased the app, you shouldn’t be charged again –just make sure it is the exact same app that you deleted.

Finding App Support

In order to get the correct support group for your particular app, go into the AppStore and bring up the app you are having problems with.  Under the description you should see one, possibly two links.  Typically, you will see a link to the app makers website and another one for support.  Click the link for support. 

Sometimes, the link will take you to a mail form where you can fill in your information.  Some of the support pages offer a F.A.Q page so you can see known problems and resolutions.  Or you’ll see that they are aware of a problem and working on fixing it in the next release.  Get to know you apps and visit these pages.  Sometimes, even if you need help using the application, they have documentation on it too –which is always helpful!

Finding the Crash Log

On occasion, the developer will ask you for a crash log so they can research your problem more accurately.  If you have Windows on the machine that you synch your device to, finding that log is easy.  Open up windows explorer and navigate as follows:

1. Click on My Computer

2. Click on Users

3. Click on  <your account name>

4. Click on AppData

5. Click on Roaming

6. Click on Apple Computer

7. Click on Logs

8. Click on CrashReporter

9. Click on MobileDevice

10. Click on <your device name> 

This will list all the crash reports that have been downloaded from your device.  Select the Crash file that corresponds to the app you are having problems with.  Send this file to the developer if they ask.  Typically, if I have an email address to a developer already, I will send this directly to them with an explanation of the problem.  This just cuts out any additional emails.

As I mentioned in Tips For Leaving Reviews In The AppStore, please try to contact support before giving them a bad review.  It might be that they just simply weren’t aware of the problem.  Give them a chance to fix it before trashing them in the review.