How to Fix Vivotek App Crashing and Freezing Problems

How to Fix Vivotek App Crashes and Freezing Issues

When you rely on the Vivotek iViewer or VAST Mobile app to monitor your property, frequent crashes or freezes can be incredibly frustrating and concerning. This guide will walk you through the most common causes of app instability and provide clear, actionable steps to get your Vivotek app running smoothly again on your smartphone or tablet.

### Identifying the Crash Symptoms

First, let's pinpoint the exact problem you're facing. Understanding the symptom can help you find the right solution faster.

• App Closes Unexpectedly: You open the app, and it shuts down moments later without any warning or error message.
• App Freezes on a Screen: The app becomes completely unresponsive, often on the loading screen or when you're trying to view a live feed.
• 'Unfortunately, the app has stopped' Error: A specific error message appears on your screen before the app closes (common on Android devices).
• Black Screen Instead of Video: You can navigate the app, but selecting a camera results in a black screen before the app crashes.
• Slow and Unresponsive: The app is extremely sluggish, and taps or swipes take several seconds to register before it eventually crashes.

## Step 1: Basic App and Device Maintenance

These initial steps resolve the majority of app-related problems and are simple to perform.

1. Restart the Vivotek App

The first and simplest step is to fully close and reopen the app. This can clear minor, temporary glitches.

• On iOS (iPhone/iPad): Swipe up from the bottom of the screen to open the app switcher. Find the Vivotek app and swipe it up and off the screen to close it.
• On Android: Open the recent applications screen (this varies by device, but is often a square or multi-line button). Find the Vivotek app and swipe it away to close it.
• Action: After closing, wait a few seconds and relaunch the app.

2. Restart Your Mobile Device

A simple reboot of your smartphone or tablet can clear its memory and resolve underlying processes that may be interfering with the app.

• Action: Power off your device completely, wait for about 30 seconds, and then power it back on. Try using the Vivotek app again.

3. Check for App Updates

Vivotek regularly releases updates that include bug fixes and performance improvements. Running an outdated version is a common cause of crashes.

• Action: Go to the App Store (iOS) or Google Play Store (Android). Search for your Vivotek app (e.g., iViewer) and check if an 'Update' button is available. If so, install the latest version.

## Step 2: Clearing Data and Reinstalling

If the basic steps don't work, the problem may lie with the app's stored data on your device.

1. Clear the App's Cache

The app's cache contains temporary files that can become corrupted over time, leading to instability.

• On Android: Navigate to Settings → Apps (or Applications). Find and tap on the Vivotek app. Select Storage and then tap the Clear Cache button. Do not tap 'Clear Data' yet, as this will remove your settings.
• On iOS: iOS doesn't provide a direct way to clear an app's cache. The most effective method is to reinstall the app (see next step).

2. Perform a Clean Reinstallation

Uninstalling and reinstalling the app ensures you have a fresh, uncorrupted installation. This will remove all its data, including any saved camera connections, so be prepared to set them up again.

• Action:
  1. Delete the Vivotek app from your device.
  2. Restart your phone or tablet.
  3. Go back to the App Store or Google Play Store.
  4. Search for and reinstall the Vivotek app.
  5. Open the app and re-configure your camera connections.

## Step 3: Checking Permissions and Network

Sometimes, the issue isn't with the app itself, but with its environment.

• Check App Permissions: Ensure the Vivotek app has all the necessary permissions to function correctly. Go to your device's settings, find the app, and check its permissions. It may need access to your local network, storage, or notifications.
• Test on a Different Network: Try using the app on both your local Wifi network and on your mobile data connection. If the app only crashes on one of these, it could indicate a network or firewall issue that is preventing the app from connecting to your cameras properly, leading to a crash.
• Check Device Firmware: While less common, a bug in your camera's or NVR's firmware could send malformed data that causes the mobile app to crash. Visit the Vivotek website to see if there is a firmware update available for your hardware.