Home → AMP → Getting Started → Troubleshooting Guide
1.3. Troubleshooting Guide
NOTE: Aristotle's AMP app is only available for Android devices and can be downloaded from the Google Play Store. https://play.google.com/store/search?q=aristotle%20inc%20amp Presently you can NOT download the Aristotle AMP app for any Apple device (iPhones, iPads, etc.). Apple has recently changed their terms of service and we are in the process of updating our iOS version of the AMP app to correspond with their new guidelines.
Troubleshooting Guide
1) You can't open the application
- Hard quit the app (by swiping it closed in android, or double clicking the home button on your iPhone/iPad and swiping up)
- Try rebooting your Phone or Tablet to be sure that nothing is locking the application and that enough resources are free for proper execution.
- Try uninstalling and re-installing from the market place to ensure you have the most recent version of AMP.
2) You can't log in.
- Ensure the device is connected to the Internet.
- If on Public Wi-fi ensure disclaimer boxes have been checked. This may involve opening your browser and accepting terms and/or logging in. Ensure that your browser accepts cookies, which should prevent log outs when your device goes idle
- Clear the application's data to reset the one time ID you are using (On Android this can be done by opening "Settings" --> "Apps" --> "Aristotle Mobile Processor" --> "Clear Data".) iPhone apps will need to be deleted and reinstalled if you are unable to log in and reset the app.
- Make sure you've got the correct version of Aristotle AMP installed. There are separate apps for our various platforms. Please see the following link, 360 users will want the one called "Aristotle Mobile Processor": https://play.google.com/store/search?q=aristotle%20inc%20amp
- Log into 360 and check that you have the correct advocate ID and password or ask the issuer of your password to confirm it matches 360.
- Check your Webform in 360 to ensure that "Enable Mobile" is checked and that the advocate is enabled for the form.
3) You can't get the mobile device to recognize the AMP device.
- Try unplugging and re-plugging the device, closing the application completely (on Android this means swiping the application out of recent apps.
- Try manually adjusting the volume to 75% of maximum and then increasing it a bit at a time, opening amp each time.
- Try rebooting your device.
- Use a pipe cleaner to ensure there is a good connection between your headphone Jack and the device.
- If you plug in headphones (Be sure you are not wearing the headphones while AMP is running as you risk hearing a loud noise,) you should not hear any clicks or pops besides the phasing tone that AMP generates to power the device. If you hear scratching, clicks, or pops, your phone or tablet may have a hardware audio failure and need service or replacement.
4) You can't swipe cards.
- If you are receiving an error that states that the card data can't be read the swiper is working. Adjust your speed and make sure that the device isn't being turned and that the card is making contact throughout the swipe.
- Try using a piece of printer paper folded in half to clean the credit card reader.
- Be sure to try multiple credit cards, some cards become damaged over time or demagnetized and are difficult or impossible to read.
- Try swiping at a different speed.
5) The Webform you were expecting doesn't appear in the dropdown after logging in.
- Go back into 360 and ensure that the Advocate ID is linked with the Webform and that "Enable Mobile" is checked.
6) Credit Cards Fail
- Double check that you have the correct Zip Code for Billing.
- Double check the expiration date entered for Processing.