If an app is not working, start by identifying what fails: opening the app, loading content, signing in, or completing one action. Close and reopen it, check your connection and the provider’s status, then check for official updates. Do not delete the app until you know whether its local data is backed up.
An app can open normally while its sign-in service is unavailable. It can also crash on one device while working everywhere else. Those problems need different next steps.
Match the fix to the symptom
| Symptom | Start with | Avoid doing first |
|---|---|---|
| The app will not open or immediately closes | Restart the app and device, then check app and operating-system updates. | Deleting the app before checking its local data |
| It opens but keeps loading | Test an unrelated site and the service’s official status page. | Assuming an endless spinner proves a worldwide outage |
| Login fails | Check official sign-in status, the account used, and the exact error. | Repeated password resets during a confirmed login incident |
| One feature fails | Check its permissions and publisher notices. | Resetting the whole device |
| A problem began after an update | Record the app version and check the developer’s known issues. | Installing an older copy from an unfamiliar site |
| Several unrelated apps fail | Check the device, free storage, network, and operating-system support. | Treating each app as a separate outage |
If the service also fails on another device or connection, use the website and app outage checks before changing more settings.
Android: an app will not open or keeps crashing
Google’s Android troubleshooting guide starts with restarting and updating the device and app. Check the app’s update in Google Play and your phone’s system-update settings. Menu names vary by manufacturer.
If the app remains stuck, you can use its app-information screen in Settings to force stop it, then open it again. Save any work you can first. On many devices, that screen also provides cache and storage controls.
Clearing cache is not the same as clearing storage or data. Cache holds temporary files. Clearing app data can remove saved information and sign you out. Read the confirmation screen carefully; do not choose the more destructive option just because both buttons appear together.
If other apps work and only this one keeps failing, send the developer the version number and steps that trigger the failure.
iPhone or iPad: an app closes unexpectedly
Apple recommends closing and reopening the affected app, restarting the device, and checking updates. Look for an app update in the App Store; also check that the device’s software is supported by the app.
Deletion and reinstallation come later in Apple’s sequence. Apple warns that deleting an app may remove data stored in it. Before that step, check whether documents, downloads, drafts, or game progress are synced to an account and whether you can sign back in.
Do not assume that seeing your name inside an app means every file is backed up. Open its backup or sync settings and confirm the most recent successful sync where the app provides one.
When the app loads but will not sign in
Read the full error instead of assuming the password is wrong. An expired session, a verification-code problem, an account restriction, and an unavailable sign-in service can all stop login.
Open account help through the official app or the publisher’s own website. Check that you are using the intended account and that your two-factor method is available. Never share a one-time login code with someone offering to troubleshoot in a comment or direct message.
If an error code appears, record it along with the product name and action. The same number in another app may have a different meaning.
When only one feature stops working
An app that cannot access the camera may still work for text messages. A map can load while location access is disabled. Check the permission needed for that specific task instead of granting every permission.
For network-dependent features, try another trusted connection if possible. On a work or school device, do not disable a required VPN or security profile; ask the administrator whether a policy affects the app.
Confirm that the feature is available for your account and device. A feature removed by the publisher will not return after clearing cache. Check the app’s release notes and compare the version listed there with yours.
Before you reinstall or reset anything
Make sure you know the account used, have access to its recovery method, and have protected important local data. Record the error and app version before removing evidence.
Change one setting at a time and test again. If switching connections fixes the issue, there is no reason to immediately delete the app. If the developer acknowledges a crash in your version, follow its workaround or wait for a patch.
For a persistent issue, send support the device model, operating-system version, app version, exact symptom, time, and tests completed. Do not attach unredacted private messages or account tokens.
FAQ
Why is my app not working when my internet works?
The app may have its own outage, an account issue, a local crash, or a compatibility problem. A working connection rules out some causes, but does not prove the app’s servers or your account are working.
Should I clear cache or clear data?
Start with less destructive checks. Clearing cache removes temporary files; clearing data or storage may remove local information and login state. Follow the app’s official instructions and back up important data first.
Will reinstalling an app delete my data?
It can delete information stored only on the device. Whether data returns depends on the app’s account, sync, and backup system, so confirm those before uninstalling.
What if the app stopped working after an update?
Record the new version and check the developer’s support notices. Try the basic restart and connection checks, but avoid unofficial rollback downloads; a version-specific bug may require a publisher fix.
Why does the app work on another device?
That suggests a device, version, local-settings, or session difference, although the two devices may also use different accounts or networks. Compare those details before resetting anything.
When should I contact the developer?
Contact the developer when one app continues failing after basic checks, an important feature is inaccessible, or saved data or account access is at risk. Send the exact error and your troubleshooting results.