Beiwe Troubleshooting

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“Can’t Open File” Error During Installation

Sometimes Android saves the .apk file such that it can’t be accessed on installation. To fix this access the file (beiwe.apk) directly from the phone’s MY FILES folder if the application won’t install from the “Downloads” folder. 

My Files is found in different locations depending on phone model, here are some of the most common directions:

  • Apps --> My Files --> All Files --> Downloads
  • Apps --> Samsung --> My Files --> Download History 
  • My Files --> Installation files (APK) --> Beiwe

Not Receiving Any Data

Android

If there's no data from an Android phone go through the following steps with the user:

  1. Have they been on Wi-Fi during the specified time period? If they haven’t, then Beiwe is unable to upload the data and the data is likely still on the phone.
  2. Have they allowed Beiwe to access their location as a “permission?” This is under Settings --> Device --> Applications --> Application Manager --> Beiwe and then scroll down to see Permissions. Location must be accessible for Beiwe to function properly.
  3. Have the user check Beiwe's information in the Application Manager (under Settings --> Device --> Applications --> Application manager --> Beiwe) and check the storage on that screen. If the amount of Storage used is very high, that might indicate that the phone is failing to upload data files. The user should connect to a reliable Wi-Fi server for an hour or longer.

iOS

If there's no data from an iOS phone go through the following steps with the user:

  1. Have they been on Wi-Fi during the specified time period? If they haven’t, then Beiwe is unable to upload the data and the data is likely still on the phone.
  2. Have they allowed Beiwe to access their location as a “permission?” This is under settings -> Privacy -> Location Services -> Beiwe, make sure it says “Always.” Location must "Always" be accessible for Beiwe to function properly.
  3. The user should connect to a reliable Wi-Fi server for an hour or longer.

Not Receiving Survey Notifications

Android

Check Settings --> Application Manager --> Beiwe and ensure notifications are enabled.  Notifications must be turned on for Beiwe and are required for the survey to be present. The user must click on the actual notification to access the survey. Turning on Do Not Disturb is another form of disabling notifications. 

iOS

Notifications are likely turned off.  Check Settings --> Notifications --> Beiwe and ensure that notifications are enabled. For Beiwe iOS, notifications are not required to take surveys. The user can simply login to Beiwe and the surveys should be available.

Question: What is the procedure when our study is over?

  1. Ask patients to uninstall (Android) or delete (iOS) the Beiwe app from their phone.  It will not affect data already collected, but will end the data collection.  (For Android use settings>apps>app manager>beiwe>uninstall.  It will delete any remaining data on the phone, but that should be ok as long as the user has had a good WiFi connection at the end of the study allowing Beiwe to uploaded their data. We sometimes suggest the phone be connected to WiFi for 24 hours if the user has had any issues with their data uploading.)
  2. From the Beiwe backend, use the “unregister smartphone” button for each patient id to make sure you stop collecting data as your various patient IDs wrap up their study.
  3. Some collaborators ask for feedback on the app/study.  Here’s one such questionnaire that was used: "We would appreciate any feedback about how you found participating in the month-long study. Would you recommend it to other people? Were there ways we could make the experience better? How easy or hard was it to use the app?" Please share any such feedback from users if you request it!

Question: How do we avoid user-errors with the password, or during registration when entering the temporary/new/confirm password?

Have your study participants choose a password that they will remember and one that doesn't use any characters near the back key or the space bar as these commonly cause trouble on the small keyboards.

Question: What's the Identifiers file?

The Identifiers file is created when a Beiwe study participant is registered to a study. It contains information for troubleshooting -- what kind of phone, operating system, version of Beiwe installed, registration date/time, etc. The identifiers file typically appears just once unless Beiwe is uninstalled/reinstalled and the study participant is re-enrolled or if the Beiwe participant gets a new phone during the study and enrolls in the study from the new phone. Download the file from the data download tab by entering tge date of installation, or before, and choose the patientID from the patients window and identifiers from data types. Note the phone model recorded for iOS users is hardware based. The iphone wiki for mapping "model" in the identifiers file to which iphone a user has is" https://www.theiphonewiki.com/wiki/Models (The model number of a device is located in the Settings app on the "General -> About" screen under "Model".)

Additional Questions

If you have additional questions that aren't addressed here, please email Onnela Lab Research Assistant, Kenzie Carlson at kcarlson@hsph.harvard.edu. When emailing please provide the following information: phone type and brand, operating system type and number, GPS setting on phone, Wi-Fi setting on phone, notifications setting on phone, patient ID and study name.