---
description: >-
  This wiki is being put together to highlight solutions to issues that have
  been encountered during tablet set up and configuration within the Collector
  App.
---

# Collector App Set-up - Troubleshooting

{% tabs %}
{% tab title="Login Through Enterprise" %}
### Signing In through ArcGIS Enterprise

Sometimes errors can occur when a login is tried multiple times through the "Sign in with ArcGIS Online" option. One potential remedy, and the preferred intial login method, is to use the "Sign in with ArcGIS Enterprise" option.\
\
1\. During the initial load of the Collector app you will be prompted to select a login method. For this workaround, select the "Sign in with ArcGIS Enterprise" option.\
2\. You will then be prompted to specify the url of the City of Austin ArcGIS Portal. As shown below, enter the following url in the open text space and click "Continue":\
&#x20;    a. **https://austin.maps.arcgis.com**

![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-McjrGjsqmMVVPgp6C0Q%2F-Mck0KeeNjPaBKGLuyEg%2Fimage.png?alt=media\&token=e3e7942d-dad3-495e-a7a1-bf7d0953c562)

### Complete Login Using your Windows Login Credentials

Once Collector recognizes the City of Austin portal, you will then be prompted with two ways of signing in to the Collecor app.\
\
3\. Click the blue "COACD WINDOWS" button and follow the required prompts to login through your windows account. A prompt may show up allowing the device to remember your Windows login credentials, make sure that is selected as it will make future logins much easier.  \
4\. Once you properly login using your Windows account, the Collector home screen will display on your device showing all groups your account has access too.

![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-Mck29YffK6d3mjWba-U%2F-Mck4qKQFL8vyZXwCZDw%2Fimage.png?alt=media\&token=3c39bf8b-5182-4b56-a651-69e96241bb69)

\*\*\* IF ANY ISSUES OCCUR DURING THIS PROCESS, RETRY THE PROCESS ONCE MORE. IF THE SAME OR SIMILAR ISSUE OCCURS YOU WILL WANT TO UN-INSTALL AND RE-INSTALL THE COLLECTOR APP, THEN RETRY THIS PROCESS ONCE MORE (Uninstalling and reinstalling the application clears any bad login information captured on the device during unsuccessful logins).
{% endtab %}

{% tab title="Stop Application through App Manager" %}
### Accessing Device Settings

This workaround typically helps with issues that come up when user privildges or account access has been updated, but the updates are not being reflected on their account in collector. This process will essentially force quit out of the Collector app and reopen it.

1. To begin the process click on the downward facing arrow in the top right corner to open the device settings.
2. Click on the setting icon shown in the screenshot below (right)

![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-McKbCEdKSDkNCh4IuSv%2F-McKbSpWqTvNIAHZOK1x%2Fimage.png?alt=media\&token=98b04a54-fe9d-4ce8-9583-73fd22213262)

### Force Quitting Collector Application - Stop App

3\. Within Settings make sure you are within the App Manager section\
4\. If Collector application is running on your device it will be displayed in the list on the right side of the page.\
5\. In order force quit the application select the "STOP APP" button shown below\
6\. Once selected, the app will be removed from the list indicating it has been closed. If you go back to the home screen and reopen the app, it will open a new session pulling any updated changes that may not have been previously pulled.

![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-McKcJ5wPJ2w_GzUhnju%2F-McKgJcifbLqdYguTu40%2Fimage.png?alt=media\&token=8064ff43-f161-472b-9974-b71306845401)
{% endtab %}

{% tab title="Un-Install/Re-Install" %}
### Accessing Device Settings to Begin Uninstall

If the icon shown below is on your devices home screen, the app is currently installed. If you are having trouble accessing your account through the app you can uninstall and re-installed the application.&#x20;

1. To begin the process click on the downward facing arrow in the top right corner to open the device settings.
2. Click on the setting icon shown in the screenshot below (right)

![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-McFZfKrVI9KDbI0rFsy%2F-McFvnbCkuIF_sCLNG-9%2Fimage.png?alt=media\&token=5b039118-d96c-429c-be48-4bf02b3cb0dd)

### &#x20;Uninstalling the Collector Application

3\. In the device settings make sure you within the applications section shown below(left)\
4\. Here you will see all applications installed on your device. To uninstall collector, locate it in the list and click "UNINSTALL". This will remove the application from the device.\
5\. Once you navigate back to the home screen, you see that the application icon has been removed and replace with a button to reinstall the application.

![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-McFwkxGCCdXm9X56Hjz%2F-McFyQ7yxunF3wXpcWJf%2Fimage.png?alt=media\&token=37c66db8-a948-4567-b116-78dabb835e9b)

### Reinstalling the Collector Application

6\. To quickly reinstall the application, click the download icon (shown above, right) that has been put on the home screen in place of the existing application\
7\. This automatically opens the app location in the Google Play Store for download.\
8\. Within the Google Play Store window that has opened, click "Install". This will begin the install process.\
9\. In the Google Play Store window you will see the progress of the installation.\
10\. The device may also kick you out of the play store and send you back to the home screen. If this happens, the application is still installing and the download icon on the home screen will be replaced with the collector icon once installation has completed. This may take about 5 minutes.\


![](https://2080616366-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M3vG5OVht6_BV2LYSXk%2F-McFz6dRfZH85xT5RaQq%2F-McG4Ywc_Okwb0zUD5a5%2Fimage.png?alt=media\&token=013be372-4ce8-43cf-8662-3a9e70bad2b6)
{% endtab %}
{% endtabs %}

