Troubleshooting Apple iOS and Android apps force closing, freezing, or not opening

This document explains how to correct issues with a la mode mobile apps stopping responding, closing unexpectedly, or not opening.

Document 2100  ¦  Last updated:  12/29/2016 ACN

Occasionally, apps on your mobile device will unexpectedly quit, stop responding, or might not even open at all.  This typically doesn't indicate an issue with your device or program, and can happen with any app on any mobile device.  Choose a tab below corresponding with your device to begin troubleshooting:

Restart the app
In most circumstances, simply restarting the app can resolve issues with responsiveness.  Click here for Apple's directions on manually closing an app.  After closing your app, reopen it and the problem should have resolved itself.
Restart your device
If restarting the app didn't work, try turning your device off and back on again.  For detailed instructions from Apple, click here.
Update your device software
If restarting your device didn't work, you may need to update your apps or your device.  Click here for instructions on updating your device to the latest version of iOS.
To update your apps:
  1. Open the App Store and tap Updates.
  2. If updates are available, tap Update All.
Install another app
If you just installed the app and it won't open, download and install another app that isn't already on your device.  This resets your Apple ID authorization and allows the original app to open.

For more information, click here for Apple's knowledge base article for app troubleshooting.

Restart the app
In most circumstances, simply restarting the app can resolve issues with responsiveness.
Restart your device
If restarting the app didn't work, try turning your device off and back on again.  With your screen on and unlocked, hold the power button down until you're prompted to power off your phone.  After it's turned off, hold the power button again until the phone restarts.
Update your device software
If restarting your device didn't work, you may need to update your apps or your device.  For instructions on updating your device, contact your carrier or your phone's manufacturer.
To update your apps:
  1. Open the Google PlayStore.
  2. Tap the Play Store icon, and select My Apps.
  3. If updates are available, tap Update all.

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