Android App fails to load
For several days now, the android app keeps freezing, logging me out. When I log back in, it says "gathering data", never finishes, never fully loads, and then logs me back out. Once in a while it succeeded and works for a few minutes but then the cycle repeats.
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I have the same issue, i was able to uninstall/install the app to get to work for half a day, now I am back to it consistently logging me out and then failing to login. On the rare occasion it does login it takes 20-30 secs to load my information. I am currently trialing Quicken in parallel with [removed], in [removed] it loads within 1-2 seconds every time.
Android 14 on Pixel 8Version 5.11.1
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Exact same issue. I got a new phone and can't get it to run on it. if I minimize while it is loading data it will get me past the error when I come back 10 minutes later. But as soon as I close the app and go to open it again its back to the login screen and the same gathering data error.
Contacted support and they ran me through the standard troubleshooting like clearing the cache, uninstalling and reinstalling, sending them screenshots, etc. When none of that helped they promptly told me "there must be a security setting on my phone blocking Simlifi. You need to hire an IT person to examine your phone, we can't help you track it down" and refused to provide any further assistance.
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I contacted support yesterday. They said there is a known issue. They said it also applies to the website, but I haven't seen it show up the same way on the website.
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Yea that was one of the troubleshooting steps they had me go through. As soon as the website loaded, that was when he declared it must be a problem with my phone blocking the app.
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Hey everyone, thanks for bringing this to the attention of the Community!
I'm not aware of any known issues regarding this behavior. Do any of you perhaps have a lot of accounts or data added in Quicken Simplifi? I'd suggest performing a full uninstall/reinstall of the app, while also performing a device reboot in between. If the issue persists, please let us know:
- How long the issue has been occurring.
- The number of accounts and banks you have in Quicken Simplifi.
- How far back your data goes, and what year your Transactions on Demand setting is set to.
- What type of device you're using.
- Whether the issue just started occurring, or if you've experienced it since signing up for Quicken Simplifi.
- If the issue just recently started occurring, did it happen with a specific version release or anything along those lines? Any other culprits, like getting a new phone as @Wedo778 mentioned?
- Is there a certain page or point where you notice the app freezing or crashing, such as navigating to All Transactions, or anything along those lines?
- Does anyone have a video of the behavior they'd like to share?
We look forward to hearing back from you all!
-Coach Natalie
-Coach Natalie
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I have data going back to 2019. There are 20+ accounts, some older and closed but containing important data. I uninstalled and reinstalled the app twice now with no improvement. It was working fine until a couple of days ago. It fails when I first try to start the app. I come to the app and find out signed out. I sign back in and it says fetching data and that screen stays and spins for many minutes. Mostly it fails, but once or twice or loaded. When it loaded, it worked for a free minutes before the app failed.
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The quickest way I have found to workaround this issue is to Force Stop the App and Clear the Cache. After that it works for few hours, then I am logged out and upon attempting login i get the message Gathering Data and eventually it errors out and round and round we go.
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I haven't noticed problems with the Android app on my phone, and I've been using it (lightly) daily. It's odd that multiple people are having problems all of a sudden, maybe I didn't get the most recent update. It's worth a try to uninstall and reinstall your app, you won't lose data doing that since it's all stored remotely (just make sure you have your username and password).
-Rob
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Rob Wilkens0 -
I have tried uninstall and install. It does fix the issue temporarily. I also turned off Early Access.
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If someone can please provide all of the info that was outlined in my comment above, including a video of the behavior, we will be able to take a closer look at this issue.
Thanks!
-Coach Natalie
-Coach Natalie
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- About 4 days
- 14 total accounts (2 manual)
- Data only goes back to 2023. I did not import history when I migrated, but I did make a singular "net worth history" account to load 12 years of net worth as a single account for the report
- Android, on 14 fully up to date
- Just started occuring, it was not happening on the previous device (I did not uninstall and reinstall on the previous device to check if it would break)
- Yes for me it was when I got a new phone and tried to install the app. Still works on the old phone but I have to send it back for a large trade in offer.
- It happens when it is trying to load my data after logging in and confirming the SMS code
- No video available
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@Wedo778, much appreciated!
I can escalate what you're seeing with the info provided, but we do also need a video of the behavior. If you can't or would prefer not to upload it here in the Community, I can email you a link to our Secure File Exchange. We also need the Make and Model of your mobile device.
Please also submit your logs via the 'Send Feedback' option:
- Log into the Quicken Simplifi Web App.
- Select Profile from the left-hand navigation bar.
- With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback.
- Leave all boxes checked, add a brief description of the issue, and then click Send.
Thanks!
-Coach Natalie
-Coach Natalie
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I didn't have a video but I did screen shots.
And yes, I have tried reinstalling the app many times. And no this is not a new phone. It worked fine a few days ago on this device.
[Edited - Removed Personal Information]
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@Coach Natalie I dont have a screen recorder installed on my phone (afaik). But also, I can no longer replicate the problem. Support emailed me last night asking me to clear my cache and data, and try again. This got me into the app without an error. And I was able to get back in today. Bizzare that this would work when a full uninstall did not. But as I can see above others have had some temporary success I'll keep an eye on it for a day or two.
FWIW what I was seeing follows exactly the series of screenshots @Kseniya just shared show.
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I know on Samsung phones, screen recorder is available in the list of icons that appear when you pull down from the top of the screen twice. It's called screen recorder and looks like this on the bottom right:
You may have to swipe left and right or customize the icons to see it.
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Rob Wilkens0 -
@RobWilk It's a Pixel not a Samsung, I think that screen recorder is a Samsung app and not a native Android one. it wouldnt be impossible for me to go find, and install one but I dont have one at the moment and am not a huge fan of having to install an app I dont normally need, giving it unknown permissions to my data, just to troubleshoot (plus it is at least temporarily fixed so I have nothing to record).
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@Wedo778, glad to hear it's working now!
@Kseniya, thanks for providing screenshots! If you have not yet tried clearing the cache and data for the Quicken Simplifi Mobile App, please do so, as @Wedo778 said this worked for them. If the issue persists after doing so, we will need all of the data outlined in my comment above, with the exception of the video since we can use your screenshots instead:
We will also need the Make, Model, and OS of your mobile device. And we will also need you to submit your logs via the 'Send Feedback' option:
- Log into the Quicken Simplifi Web App.
- Select Profile from the left-hand navigation bar.
- With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback.
- Leave all boxes checked, add a brief description of the issue, and then click Send.
Thanks!
-Coach Natalie
-Coach Natalie
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I'm back up and running. Clearing cache didn't work. Reinstalling didn't work. Clearing data worked.
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Force Stop, Delete Cache, Delete Data. The App has been behaving since, I’ll come back here if the issue reappears in the next few days.
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