Troubleshooting

This section provides guidance on how to report technical issues for the JTrack platform, including the JTrack Social and EMA apps (Android and iOS), as well as the JDash dashboard.

Before Contacting Us

Please complete these checks first:

  1. Update the app through the Apple App Store or Google Play Store.

  2. Update the phone to the latest operating-system version supported by the device.

  3. Restart the phone and open JTrack again.

  4. Confirm that the permissions and background settings required by the study are still enabled.

  5. Reproduce the issue once more and note the exact date and time.

Do not uninstall the app unless the study team explicitly asks you to do so. Uninstalling can remove data that has not yet been transferred.

How to Report Technical Issues

To ensure quick and effective resolution of any technical problem, please include the following information when reaching out:

1. Study Identifier

Include the Study ID first. If applicable, also provide the participant ID. Do not include unnecessary identifying information.

2. Describe the Issue Clearly

  • What exactly is not working?

  • When did the issue occur (date/time)?

  • Was it a one-time issue or recurring?

3. Specify the Platform

  • App name: JTrack Social or JTrack EMA+

  • Platform: Android, iOS, or JDash (web)

  • Device model (mobile): for example, Samsung Galaxy S21 or iPhone 13

  • Operating-system version: for example, iOS 18 or Android 14

  • App version: available in the app’s Info view

4. Include Screenshots or Screen Recordings (if possible)

Visuals can help us understand the problem much faster.

5. Include Logs (if accessible)

Some apps may have an export log function. If available, attach the logs.

6. Contact Information

Provide your contact in case we need follow-up details.


Important

Send the above information to j.fischer@fz-juelich.de (iOS), m.turna@fz-juelich.de (Android), or m.narava@fz-juelich.de (JDash). For general issues, you may also contact biomarkers.inm7@gmail.com.


Known Issues

This section will list known technical issues and workarounds (to be added).