Connection & Network Troubleshooting

Overview

Use this guide if the connection status banner or the mobile scan connection alert isn’t clearing the way you’d expect. For an explanation of what these alerts normally look like, see Understanding Connection Status Alerts and Connection Interruptions While Scanning.

Common Issues

Problem: The reconnecting spinner has been showing for more than 30 seconds

Symptoms:

• Spinner icon or “Switching Network” screen doesn’t clear
• No error message, just an ongoing loading state

Solution:

1. Check that WiFi is enabled and connected, or that mobile data is turned on
2. Move to an area with stronger signal if possible
3. Once you have signal, tap Retry (or Try Now on the scan screen) to trigger an immediate check

Why this happens: The app waits briefly to confirm a new connection is stable before clearing the alert. Very weak or intermittent signal can extend this wait.

Problem: A “connection restored” notification appeared, but errors are still happening

Symptoms:

• Recovery notification shown
• Scanning or other actions still fail shortly after

Solution:

1. Tap Retry again
2. Check your device’s signal strength — a brief recovery followed by an immediate drop can trigger this
3. If it persists, move to a more stable network location

Problem: The banner or alert appears even though my device shows WiFi connected

Symptoms:

• Device WiFi icon shows connected
• Stokkd still shows “No connection”

Solution:Stokkd checks actual connectivity to our servers, not just whether your device is associated with a WiFi network. Possible causes:

• The WiFi network requires a login page (captive portal) — open a browser and log in first
• The WiFi network has no real internet access (LAN only)
• Our servers are temporarily unreachable — wait a moment and tap Retry

Problem: On the mobile scan screen, maximum retries were reached

Symptoms:

• Automatic retries stop
• You’re prompted to reconnect manually before trying again

Solution:

1. Re-establish a stable connection (WiFi or mobile data)
2. Tap the retry button to start a fresh retry cycle
3. If you’d rather stop counting for now, tap Exit to Dashboard — anything already submitted stays saved

Problem: On iOS, switching to mobile data after WiFi drops isn’t detected right away

Symptoms:

• WiFi drops, but the app takes longer than expected to notice mobile data is available

Solution: This is a known iOS limitation — WiFi-to-mobile transition events aren’t always fired reliably by the operating system. Stokkd compensates with periodic background connectivity checks, so it typically catches up within about 10 seconds. If it takes longer, tap Retry.