Troubleshooting App Issues (Juniper)
This guide outlines the essential details to collect, including device information, network status, and steps leading to the issue.
Why details matter: Accurate, thorough information helps our support team find and fix problems faster. Clear communication saves everyone time.
Check Network Status
- Confirm whether the device is on mobile data or Wi‑Fi.
- Run a speed test and note the download speed (in Mbps).
Provide Device Details
- Device make and model (e.g., iPad Pro).
- Operating‑system version (e.g., iPad OS 18.5).
- Available memory or storage.
Describe Steps Leading to the Issue
- List the actions you took in order before the error appeared.
- Include any settings you changed or screens you visited.
Include Screenshots or Videos
- Capture clear images or a short video that shows the problem.
- Make sure error messages and unexpected behaviour are visible.
Questions? Email us at juniper-support@spark.re and we’ll be happy to help!