One of the easiest ways to receive and respond to notifications is with the xMatters mobile app, available for iOS or Android devices. This article provides helpful troubleshooting tips for installing and using the xMatters app.
For an overview of the benefits of the xMatters mobile app, the features it offers, and how to set up and customize the app on your devices, see Ready, set, xMatters mobile app.
Download & install the mobile app
If you're just getting started and are not quite sure about how to download and install the app on your device, be sure to check out the following tutorial videos that walk you through the process:
You can also refer to the online help topic, Get the xMatters mobile app, for step-by-step instructions to download the app, and to log in using your host name or by scanning a QR code.
What's my host name?
To log into the app, you need to enter your xMatters hostname. The hostname is the URL that you use to access the xMatters web user interface, without the "http://" or "https://".
For example, the hostname for https://acmeco.xmatters.com, is acmeco.xmatters.com. To sign into the app, you only need to enter your company name "acmeco" - the app automatically adds .xmatters.com:
Using the mobile app
If you experience problems when you're using the xMatters mobile app, there are a couple of things you can try before you resort to filing a support ticket. These tasks may seem simple, but you'd be surprised how many times they do the trick:
1. Reboot your device
In many cases, the solution to an issue with an app or your device is to restart your device. (Yeah, the old "have you tried turning it off and on again?" There's a reason we ask that first - it often really does work!)
Most devices can be turned off by pressing and holding the power button until a message appears on the screen, confirming you'd like to turn the power off. Once powered down, press the power button on your device to restart it.
2. Reinstall the mobile app
If that didn't work, the next step is to make sure you have the latest version of the xMatters app, including any recent bug fixes, installed on your device. The best way to do this is to delete the app and reinstall it (see the videos above for help downloading and installing the xMatters mobile app on iOS and Android).
iOS: An easy way to delete the app on iOS is to find the xMatters icon, then push and hold it down until it starts jiggling. Tap the X in the top left corner of the icon to delete it.
Android: Go into your device settings (usually a cog, wrench, or screwdriver icon), and find your Apps menu. Find the xMatters app, tap to open it, and tap the uninstall button at the top of the page.
Contact customer support
If you've tried to reboot your device and reinstalled the mobile app, but you're still experiencing the issue, then it's time to contact Customer Support.
To help us help you more quickly, and reduce the amount of back and forth emails, try and include as much of the following information in your support ticket as possible (don't worry if you don't know all the answers).
Information to tell support:
- What's your xMatters mobile device ID?
- What is the problem and how do you reproduce it?
- Did this ever work for you?
- When did the issue start? (On a certain date? After you upgraded to a new version of the app, or a new phone, etc.?)
- What version of iOS or Android are you running?
- Are you running the latest version of the xMatters app?
- What model is your phone or device?
- Can you provide a screenshot of the error or problem?
For iOS users, having diagnostic sharing turned on can also help reduce the time to resolution if your app is crashing. See the Enabling Diagnostics Sharing tutorial video for more information on this iOS feature.
Mobile Device ID
If the xMatters app ever crashes unexpectedly, you can quote your mobile device ID when you contact Customer Support. Our support engineers can use it to look up relevant crash logs and other information to get greater insight into what went wrong and get your app and running smoothly again as quickly as possible.
To locate your mobile device ID, go to settings in the mobile app and tap About xMatters: