Support
Questions and problems: support@mygrands.app. Write what you see on the tablet and what on the phone.
Common cases
- The tablet is offline
- Check that the tablet is plugged in and has internet. On battery, with the screen off, Android cuts its connection after about half an hour. The family gets the notification "The tablet has no internet." ten minutes after the tablet last answered. When the connection is back, the tablet reconnects by itself.
- A reminder is not read aloud
- The tablet has no voice for its language, or its voice works only over the internet. On the tablet: Settings → Language & input → Text-to-speech output → Google, then install the voice. In the family app, Settings → Tablet says so while the tablet has none. Also check that reading aloud is on in the Board's sound settings.
- "The tablet did not accept the board"
- The board that was sent does not fit that tablet's screen at that text size; the app gives the reason. The tablet keeps the previous board. Change the layout or the text size on the Board and send it again.
- The board did not come back after the tablet restarted
- The tablet has a screen lock, or Grandsapp is not its home app. In the tablet's settings turn the screen lock off (None) and choose Grandsapp as the home app.
- The tablet shows that it is waiting for its key
- The tablet is paired and waits for the family's key, which comes from the phone of someone who manages the family as soon as that phone connects. If it takes long, tap Renew the key on that phone under Settings → Family members.
- The tablet was factory-reset or the app was installed again
- The tablet now has a new key and is a new device to the family. Pair it again, compare the device code, and remove the old entry under Settings → Tablet.
- The phones offer no video call
- The tablet runs Android 5.0 or 5.1, where calls do not work, or has no camera. On Android 6.0 and newer calls work once the camera and the microphone are allowed: on the pairing screen that is the step "Allow the camera and the microphone".
- A call does not show on the tablet
- If another app is open on the tablet and Do Not Disturb is on, Android does not show the call over it. Turn Do Not Disturb off in the tablet's settings; the family app warns under Settings → Tablet while it is on.
- I want to delete data or the family
- All of it is on the Deleting your data page.