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FAQ - Add sections Notes on Huawei/Honor Devices & Corona-Warn-App is closed immediately after starting #399

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FAQ - Add sections Notes on Huawei/Honor Devices & Corona-Warn-App is closed immediately after starting #399

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32 changes: 27 additions & 5 deletions src/data/faq.json
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Expand Up @@ -68,15 +68,25 @@
"anchor": "no_risk_update",
"active": true,
"textblock": [
"First, please ensure that you are running the current version of the app. You should have version 1.1.1 or higher. If you are running a lower version, open the Google Play Store to check if an update for Corona-Warn-App is available. Please install it and also restart your device to mitigate the problem. Open Corona-Warn-App once after the restart. You can find additional information <a href='https://www.linkedin.com/pulse/corona-warn-app-software-update-f%25C3%25BCr-ios-harald-lindlar/' target='_blank' rel='noopener noreferrer'>in a blog post on LinkedIn (German only)</a>.",
"First, please ensure that you are running the current version of the app. You should have version 1.3.1 or higher. If you are running a lower version, open the Google Play Store to check if an update for Corona-Warn-App is available. Please install it and also restart your device to mitigate the problem. Open Corona-Warn-App once after the restart. You can find additional information <a href='https://www.linkedin.com/pulse/corona-warn-app-software-update-f%25C3%25BCr-ios-harald-lindlar/' target='_blank' rel='noopener noreferrer'>in a blog post on LinkedIn (German only)</a>.",
"Make sure that exposure logging is active.",
"If the latest version still shows the issue, it is probably due to individual power saving modes or battery settings by different manufacturers. These do not fully comply with the Android specifications and often apply aggressive power saving measures. <b>Corona-Warn-App is affected by these power saving settings and therefore often cannot update the risk status in the background for a long time. However, you can change the settings in the Corona-Warn-App:</b>",
"<ol><li>Open the app settings.</li><li>Choose 'Prioritized Background Activity'.</li><li>Activate the prioritized background activity and allow the suggested changes.</li></ol>",
"In the power-saving settings of your phone, you can make sure that there's an exception set for the Corona-Warn-App:",
"Unfortunately, in some phones, you might not be able to activate the prioritized background activity in the app settings. You can still activate the prioritized background activity: You do so directly in the energy saving settings. of your phone. Set an exception for the Corona-Warn-App. If this still doesn't update the risk status automatically in the background, please create a comment in <a href='https://github.com/corona-warn-app/cwa-app-android/issues/933' target='_blank' rel='noopener noreferrer'>GitHub issue 933</a>, giving your phone type and the installed versions of the app and of the COVID-19 exposure notifications.",
"If the latest version still shows the issue, please open the app regularly, at least once a day. We are working on additional updates to solve respective issues.",
"If all these recommendations did not help as expected, you can make further, smartphone-specific, settings. Software manufacturers, such as Slack, which faced the similar problems, have already provided a lot of information to help solve this problem. Please try the tips from the Slack documentation for the Corona-Warn-App and your smartphone: <a href='https://slack.com/intl/en-gb/help/articles/360001562747-Known-issues-with-Android-notifications' target='_blank' rel='noopener noreferrer'>Known issues with Android notifications</a>."
"If all these recommendations did not help as expected, you can make further, smartphone-specific, settings. Software manufacturers, such as Slack, which faced the similar problems, have already provided a lot of information to help solve this problem. Please try the tips from the Slack documentation for the Corona-Warn-App and your smartphone: <a href='https://slack.com/intl/en-gb/help/articles/360001562747-Known-issues-with-Android-notifications' target='_blank' rel='noopener noreferrer'>Known issues with Android notifications</a>. If you have a <a href='#huawei_honor' target='_blank' rel='noopener'>Huawei or Honor phone, please also note these instructions</a>."
]
},
{
"title": "[Google/Android]: Notes on devices from Huawei or Honor",
"anchor": "huawei_honor",
"active": true,
"textblock": [
"For devices from Huawei or Honor, in addition to <a href='#no_risk_update' target='_blank' rel='noopener'>switching on the Prioritized Background Activity</a>, additional settings may be necessary to improve the reliability of the background update, and to prevent <a href='#app_crash' target='_blank' rel='noopener'>unexpected crashes of the Corona-Warn-App when starting</a> the app. This applies in particular to older devices with EMUI 4, but also to newer devices.",
"According to current information, a system update seems to be available for newer Huawei devices that is explicitly intended to fix the problems with Corona-Warn-App.",
"The GitHub community has compiled suggestions for making additional settings, and has also linked information about the system update. You can find all the details in <a href='https://github.com/corona-warn-app/cwa-app-android/issues/1053#issuecomment-690615554' target='_blank' rel='noopener noreferrer'>this GitHub issue</a>."
]
}
]
},
Expand All @@ -102,7 +112,18 @@
"textblock": [
"The notification indicates that the Corona-Warn-App has called the Exposure Notification Framework too often to downloaded the keys from the server and match them with the locally stored random IDs. This is how it can be determined if there were exposures to persons who reported positive.",
"It can be triggered by various other errors, but is always a consequence of them, not the root cause. The error should disappear after 24 hours. Please keep your app closed for this timeframe. If it still occurs afterwards, please call the hotline or open an issue on GitHub.",
"We ask you to not de-install or reset the app, because this can remove <a href='#delete_random_ids' target='_blank' rel='noopener'>the logged exposures</a>, and it will not resolve this issue."
"We ask you to not de-install the app or to reset the data of Google Play Services, because this can remove <a href='#delete_random_ids' target='_blank' rel='noopener'>the logged exposures</a>, and it will not resolve this issue. Additionally, we ask you to not delete the app data of Corona-Warn-App, as this will also not resolve the issue in this case, but you might lose other important data, like a formerly registered COVID-19 test."
]
},
{
"title": "[Google/Android]: Corona-Warn-App is closed immediately after starting",
"anchor": "app_crash",
"active": true,
"textblock": [
"If Corona-Warn-App is unexpectedly terminated due to an error in the operating system or aggressive energy-saving measures taken by the phone, it may happen that the Corona-Warn-App can no longer access its encrypted databases when it is restarted. In this case, it is closed immediately on start. Sometimes the <a href='#cause9002' target='_blank' rel='noopener'>error Cause: 9002 Something went wrong (sqlite)</a> was displayed before.",
"We are working flat out to find a solution to the problem.",
"The GitHub community has developed an emergency solution that brings the Corona-Warn-App up and running again without uninstalling it. However, since data can be lost in this case (e.g. registered COVID-19 tests for online querying of the test results), you should only use this emergency solution if no other measures were helpful (in particular suggestions from the technical telephone hotline or from supervisors of the Corona-Warn-App in the Google Play Store), and you have fully taken note of the information on the emergency solution in the GitHub issue.",
"<a href='https://github.com/corona-warn-app/cwa-app-android/issues/1053#issuecomment-690615473' target='_blank' rel='noopener noreferrer'>Find the emergency solution in the GitHub issue here</a>."
]
},
{
Expand Down Expand Up @@ -177,7 +198,8 @@
"textblock": [
"On some phones (for example, Huawei P20 Pro), there could be problems when accessing the encrypted area of the app database, where the infos for the risk status and the last updates are stored. Usually, this error displays a Cause: 9002 message with hints to the database used, SQLite, sqlite_master, a security exception, or an error with the decryption. It can sometimes be that you can't open the app.",
"We're working on identifying the cause and fixing it then. For details, see <a href='https://github.com/corona-warn-app/cwa-app-android/issues/642' target='_blank' rel='noopener noreferrer'>https://github.com/corona-warn-app/cwa-app-android/issues/642</a>. There, we will keep you updated for fixing the error and additional hints.",
"If your phone type is not yet covered in the GitHub issue, write us the type in a comment. This helps us to determine the cause. If the GitHub issue doesn't cover your cause 9002 error, create a <a href='https://github.com/corona-warn-app/cwa-app-android/issues/new?labels=bug&template=01_bugs.md' target='_blank' rel='noopener noreferrer'>new issue</a>."
"If your phone type is not yet covered in the GitHub issue, write us the type in a comment. This helps us to determine the cause. If the GitHub issue doesn't cover your cause 9002 error, create a <a href='https://github.com/corona-warn-app/cwa-app-android/issues/new?labels=bug&template=01_bugs.md' target='_blank' rel='noopener noreferrer'>new issue</a>.",
"<b>If you can no longer open the app, please read the section <a href='#app_crash' target='_blank' rel='noopener'>'Corona-Warn-App is closed immediately after starting'</a>.</b>"
]
},
{
Expand Down Expand Up @@ -907,7 +929,7 @@
"anchor": "update_faq",
"active": true,
"textblock": [
"Updated September 24, 2020"
"Updated September 28, 2020"
]
}
]
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