Troubleshooting (mobile)
Common issues in the mobile app and how to fix them. If your case isn’t listed, write to us at [email protected].
Sign-in
Section titled “Sign-in”I can’t sign in
Section titled “I can’t sign in”- Check that your email is spelled correctly and that there are no leading or trailing spaces.
- If you signed up with Google or Apple, you can’t sign in with email/password — use the corresponding button.
- Forgot your password → sign-in screen → “Forgot your password?”. You’ll get an email with a link to reset it.
”Session expired” when opening the app
Section titled “”Session expired” when opening the app”Sessions are renewed automatically when the phone has connection. If you went a long time without opening the app or without internet, it may ask you to re-authenticate. Sign in again — your content is intact on the server.
It keeps asking me to choose an organization
Section titled “It keeps asking me to choose an organization”That means you belong to more than one. You can set one as default from More → Settings → Organizations → Use as default and next time it goes straight in.
Remote control
Section titled “Remote control”The PIN doesn’t work
Section titled “The PIN doesn’t work”Three possible causes:
- The PIN changed — the desktop generates a new one every time it restarts. Check the top bar on the desktop for the current PIN.
- You’re in a different organization — desktop and mobile must be signed in to the same one. Check it from More → Switch organization.
- The desktop doesn’t have internet — remote control goes through the server; if the desktop is offline, there’s no way to connect.
It says “Connected” but the desktop doesn’t respond
Section titled “It says “Connected” but the desktop doesn’t respond”The mobile app has a connection to the server but the desktop doesn’t:
- Check that the desktop app is open (it sometimes gets minimized and you lose track of it).
- Look at the connection indicator in the desktop’s top bar.
- Restart the desktop app.
Commands arrive with delay
Section titled “Commands arrive with delay”A symptom of a weak connection. Solutions:
- Use mobile data instead of Wi-Fi (sometimes the church Wi-Fi is saturated).
- Change your position — if you’re in a Wi-Fi dead spot, the app retries but there’s lag.
- Make sure the desktop also has a good connection.
The app closes during the service
Section titled “The app closes during the service”Some systems kill apps in the background to save battery. To avoid this:
- iOS — keep the app in the foreground (don’t send it to the background).
- Android — Settings → Apps → EFA Projection → Battery → Unrestricted or Don’t optimize.
If the phone goes to sleep, the remote control screen can lose the WebSocket connection. Reopening it reconnects automatically (sometimes you have to re-enter the PIN if a lot of time has passed).
Changes I made on mobile don’t show up on the desktop
Section titled “Changes I made on mobile don’t show up on the desktop”Changes travel like this:
mobile → server → desktop (on its next sync)If the desktop isn’t syncing, look at the sync icon in its sidebar:
- 🟢 Up to date.
- 🟡 Syncing now.
- 🔴 Error or offline.
Force a manual sync from the sync button on the desktop.
I see old content or members who are no longer there
Section titled “I see old content or members who are no longer there”Refresh the screen with pull-to-refresh (swipe down). If it persists, fully close the app and reopen it.
Notifications
Section titled “Notifications”I’m not getting push notifications
Section titled “I’m not getting push notifications”See the full guide at Notifications → I’m not getting push notifications.
I’m getting duplicates
Section titled “I’m getting duplicates”This usually happens when you have the same account on two phones. The notification reaches both. If you only want to receive on one, sign out on the other.
Uploads and media
Section titled “Uploads and media”An upload is stuck “uploading” forever
Section titled “An upload is stuck “uploading” forever”You probably lost connection in the middle of the upload. Cancel it from the uploads screen and try again (ideally over Wi-Fi for large files).
The app says the file is too large
Section titled “The app says the file is too large”The limits are: images 10 MB, audio 50 MB, video 500 MB. For larger videos, upload them from the web panel or reduce the size first with an editing app.
The app looks “broken” or screens get cut off
Section titled “The app looks “broken” or screens get cut off”Fixes in order:
- Close and reopen the app.
- Check that you have the latest version from the store.
- Restart your phone.
- Reinstall the app (you won’t lose content — everything lives on the server).
The app is very slow
Section titled “The app is very slow”- Close apps you have in the background using resources.
- If the song / program list is very long, use the search instead of scrolling endlessly.
- On phones with less than 3 GB of RAM, there can be hiccups when loading many images; lower the photo quality on thumbnails if they were uploaded at full resolution.
How do I delete all the app’s data?
Section titled “How do I delete all the app’s data?”The cleanest way: sign out, uninstall the app, reinstall it. Because your content lives on the server, nothing is lost — only the local state (cache, preferences) is reset.
Report a bug
Section titled “Report a bug”If you found something that’s not listed here, write to [email protected] with:
- Phone model and system version (iOS 17.2, Android 14, etc.).
- App version (visible in More → About).
- What you did to trigger the issue.
- What you expected to happen and what actually happened.
- Ideally, a screenshot or short video.
If it’s urgent (it’s happening on the Sunday of the service), put “URGENT” in the subject.