Troubleshooting App Crashes
A “crash” is when the app unexpectedly quits, freezes, or becomes unresponsive during use. The steps below can help resolve the most common causes and guide you on what information to provide our support team if the issue persists.
Initial Troubleshooting Steps
Before contacting support, please try these steps.
1. Update the Day One App
Before trying anything else, please check the app store on your device to ensure you are running the latest version of Day One. Updates often include important bug fixes and stability improvements that can resolve known crashing issues.
2. Restart Your Device
Next, please try a simple restart of your phone, tablet, or computer. This can often clear up temporary system issues that may be causing the app to behave unexpectedly.
3. Reinstall the App
If a restart doesn’t help, the next step is to perform a clean reinstallation of the app.
⚠️ IMPORTANT: To prevent any data loss, you must verify that your data is fully synced and backed up before deleting the app.
- Check Your Sync Status: Log in to the Day One web app at https://dayone.me/. Carefully check that all your entries and media are present and correct. This web version shows what is safely stored on our servers.
- Create a Manual Backup (Recommended): As an extra precaution, we highly recommend creating a manual backup of your data. You can find instructions here: Backup and Sync options on iOS and macOS and Backups in Day One Android.
- Reinstall the App: Only after confirming your data is safe on the web app, please delete and then reinstall the Day One app. Instructions can be found here:
Contacting Support
If the app continues to crash after trying all the steps above, our support team will need to investigate further. To help us diagnose the problem as quickly as possible, please contact support and include the following pieces of information in your message:
- Crash Logs: These are technical reports generated by your device when an app crashes. They are the most important piece of information for our developers to understand the root cause of the crash.
- Steps to Reproduce: A detailed, step-by-step description of exactly what you are doing in the app right before it crashes. (e.g., “1. I opened the app. 2. I tapped on the entry from July 3rd. 3. I tapped the date. 4. The app crashed.”)
- Screen Recording: A video of the crash happening can be incredibly helpful for our team to see the context. You can find instructions on how to create one here: Screen Captures for Support Issues.
