On an iOS based smartphone, if your connection to the server has been interrupted you may see a spinning circle that does not go away. This means that the myEyeQue app is attempting to connect to the EyeQue Cloud server and cannot so the application hangs. This can be caused either by a slow, spotty or an interrupted connection from either side. Also, other apps that are currently using the internet to refresh themselves could be causing this issue as well. This may happen more with our international customers than with domestic customers when using cellular data rather than WiFi. If you are experiencing this issue you can try one of the following three solutions.
- Log out of your account and then force close the myEyeQue app. Re-launch the app and log back into your account. This will force the app to make a new connection to our server. Try a quick test and if you are able to complete the test, proceed onto the full test.
- Force close all open apps, including the myEyeQue app, then launch only the myEyeQue app. Once you've logged into your account attempt a quick test and see if you can complete it. If so, take a full test to completion and see if the spinning wheel shows up. If there is no spinning wheel you will need to determine what app is affecting the myEyeQue app on your device. This can be pretty time consuming, so it may be easier to close all open apps before attempting to take the EyeQue vision test.
- If neither of those help you, then just delete and re-install the application from the Apple App store. This should clear out any errors that might be affecting the myEyeQue app and installing a fresh copy of the app may solve your issue entirely.
If you are still having issues, please contact customer support so we can have someone look into the issue further for you.