Troubleshooting the app

This page covers problems specific to the app. For problems that also happen on the web, such as error boxes in answers, slow answers or fair-use notices, see Troubleshooting.

The app can't connect to OneCopy Anchor Link

When the app starts, it connects to One on its own. If it can't, it stays on the Connect to One screen and shows the error.

1. Check that your phone is online: try opening a website in your browser.
2. If you're on Wi-Fi, try mobile data, or the other way round. Some workplace and public Wi-Fi networks block apps.
3. Tap Connect to try again.

If it still won't connect, tap Export diagnostic logs on the same screen and send the file to support. See Report a problem.

"No internet connection"Copy Anchor Link

This banner appears at the top of the app when your phone loses its connection. You can still read chats saved on your phone and search them, but you can't send messages until you're back online. See Read chats offline.

"Messages unavailable"Copy Anchor Link

The app couldn't load this chat and has no copy saved on your phone, usually because you're offline. Tap Retry when you're back online.

An answer fails with an errorCopy Anchor Link

Tap Retry on the error, or regenerate the answer. If the same error keeps coming back, see An answer shows a red error box.

Sign-in problemsCopy Anchor Link

• Sign-in failed. Please try again. Check your connection and sign in again.
• No Denizen Blu seat assigned. Your account doesn't have a One seat yet. See What "no seat" means.
• A Signed out message: "Your session has expired. Sign in again to continue." Your Denizen Blu sign-in ended, for example after a long time without using the app, or because you signed out of Denizen Blu elsewhere. Sign in again; your conversations are kept. See Signed out unexpectedly.
• You're signed in on the web but the app asks you to sign in. The app and the web have separate sign-ins. Sign in in the app as well.
• Forgot your password. Select Forgot Password? on the Denizen Blu sign-in page. See Forgot your password.

Chats or images look out of dateCopy Anchor Link

The app keeps copies of your chats and images on your phone so it can open them quickly and offline. If something looks out of date or won't load:

1. Pull the conversation list in the side menu down to refresh it, or close the chat and open it again.
2. If that doesn't help, open Settings, go to the Data tab and tap Clear Cache. This removes saved images and temporary files. Your conversations and account aren't affected, and the app downloads what it needs again.

Clear the app's dataCopy Anchor Link

As a last resort, you can clear everything the app has stored on your phone:

1. Open your phone's Settings, go to Apps, then One, then Storage. The names vary a little between phone makers.
2. Tap Clear storage (on some phones, Clear data).

This signs you out and removes the chats, settings and logs saved on your phone. Your conversations, memories and files are stored by Denizen Blu, so they come back when you sign in again. Your app settings, such as theme and voice, go back to their defaults.

Saving images doesn't workCopy Anchor Link

On older phones (Android 9 and earlier), the app needs permission to save to your phone's storage. If you see Storage permission is required to save images, open your phone's Settings, go to Apps, then One, then Permissions, and allow storage.

Find the app versionCopy Anchor Link

Open Settings, go to the General tab, and scroll to About. App version shows which version of the app you have. Include it when you contact support.

Report a problemCopy Anchor Link

1. Open Settings, go to the Data tab, and tap Export diagnostic logs. Save or share the file. If you can't sign in, the connection and sign-in screens also show Export diagnostic logs when something goes wrong.
2. Contact support. Say that you're using the Android app, and include your phone model, the App version, what you were doing and the exact wording of any error. Attach the log file.