Falkor App User Help

Home Falkor App User Help

Need help?

Have a look at the top troubleshooting tips below.

You can also visit Falkor’s user help docs here.

App, stories or videos not loading correctly

If your device seems to freeze or content does not load, this may be related to your device or browser either being incompatible or not up-to-date. You can try the following steps to fix the issue.

Things To Try

1. Check if your browser or device has an update. (Update Chrome | Update Firefox | Update Internet Explorer | Update Android | Update iOS)

2. If your device is up-to-date and the app still does not work, your device may be incompatible. Install Google Chrome onto your desktop or device and use the web app instead.

Web app does not load

When the web app (app that runs on a web browser) does not load correctly, this can be related to two things:

1. Either your browser is not up to date, or

2. You have a plugin installed that is blocking the app.

Things To Try

1. Make sure your are using a compatible browser (latest versions of Chrome, Firefox, Edge, and Safari)

2. Make sure the browser is up-to-date (check latest versions).

3. If the app still does not load, open an incognito tab in your browser and open the web app link. If the web app loads then there is likely an issue with an installed plugin (possibly an ad-blocker). Check your plugins for settings that may be blocking the falkor.io domain.

4. If you have checked that your plugins and your browser are compatible and up-to-date, you may be experiencing a network issue. If you are at your place of work, check with your IT team to see if they setup any protocols that would block loading the web app.

Note: If you are on a slow or weak internet connection, content (specifically video content) will take longer to load.

My Android device is on Marshmallow but the app doesn’t work

There is a known issue where some devices do not have the patch update for Android Marshmallow 6.0.1.

Things To Try

1. Ensure your Android device is up-to-date.

2. If the app still does not load, your device may not be able to update to 6.0.1. If this is the case you can use the web app instead. Install Google Chrome onto your selected device and launch the web app version of the app.

Trust Developer Account on Apple

If you are on an Apple device and are trying to install a private Falkor app, you may receive a message that looks something like this:

You will need to trust the Enterprise Developer on your phone.

Why? This is because the app has been published privately from an Enterprise Developer account, and is not on the Apple App store. i.e. you are manually installing the app, therefore you must also manually establish trust.

What to do? Tap Settings > General > Profiles or Profiles & Device Management. Tap on “Enterprise Name”, then tap on “Trust Enterprise Name”.
After doing this the app will be installed on your device.

For Apple’s official instructions on how to verify and trust Enterprise app developers, please view Apple’s guidelines https://support.apple.com/en-us/HT204460 (Install custom enterprise apps on iOS).

Falkor App User Help

Need help?

App, stories or videos not loading correctly

Web app does not load

My Android device is on Marshmallow but the app doesn’t work

Trust Developer Account on Apple

About Falkor

Authoring

User Guides

Get in Touch