Troubleshoot Hootsuite on Android

  

If you're experiencing unexpected behavior with the Hootsuite mobile app, try any of these troubleshooting steps to resolve the issue.

Install the latest Hootsuite app update from Google Play

The latest version of the Hootsuite mobile app contains the most recent feature updates and bug fixes. Note that the lowest officially supported version of the Android operating system on the Hootsuite mobile app is 5.

To determine which mobile app version you're running, do the following:

  1. Select your profile picture .
  2. Select More  in the top right.
  3. Select Version Info.

Alternatively, you can find the Hootsuite app version by doing the following:

  1. Find the Hootsuite app icon in the home screen or app list of your mobile device.
  2. Press the icon and select App info.
  3. Scroll to the bottom to find the version number. 

To determine which version of the operating system you're running, do the following:

  1. Select the Settings app on your Android device.
  2. Scroll to the bottom and select About phone.
  3. Select Software information.
  4. Look for Android version

Clear the cache in the app settings

Clearing the cache in your app erases all cached items and clears any Hootsuite history from your device that might be interfering with the app working as expected. Messages failing to send are often fixed by clearing cache. This also re-syncs all your account data from Hootsuite.com.

  1. Select your profile picture .
  2. Select the Settings tab.
  3. Select Clear cache.
  4. Select OK.

Uninstall and then reinstall the Hootsuite app

Removing and reinstalling apps is a common troubleshooting step to delete all data and start fresh to ensure that the app is installed and works as expected. Loading issues, such as a blank or black screen, are often fixed with these steps.

Uninstall the Hootsuite app

  1. Select the Settings app on your Android device.
  2. Select Apps.
  3. Select the Hootsuite app.
  4. Select Uninstall.
  5. Select OK.

Note: Uninstalling the Hootsuite app does not delete your account. For details, see Manage your Hootsuite mobile subscription.

Reinstall the Hootsuite app

  1. Open the Play Store on your Android device.
  2. Select Search in the top right, enter Hootsuite in the search field, and then select Search.
  3. Install the Hootsuite app.

Important: After the app is reinstalled, reenable notifications in the Hootsuite app and in your device settings. For more information, see Manage mobile notifications.

Troubleshoot notifications 

If you have notifications enabled in the Hootsuite mobile app, but you aren’t receiving them, check for any device settings that might be blocking them:

  • Ensure that notifications for the app are enabled in your Android device Settings, in the following locations:
    • Notifications:
      • Select Notifications, scroll to find Hootsuite, and ensure that notifications are toggled on.
      • Select Notifications, select Advanced features, select Smart pop-up view, and ensure that Hootsuite is toggled on. 
    • Applications:
      • Select Settings, select Apps, scroll to find Hootsuite, and ensure that notifications are Allowed.
      • Select Settings, select Apps, scroll to find Hootsuite, select Mobile data, and ensure that Allow background data usage is toggled on.
  • Do not disturb mode will block push notifications. Other energy-saving device settings or apps can also prevent notifications from being pushed out properly.

If you’re still not receiving notifications after checking your device settings, try resetting your notifications with the following steps:

  1. Turn off each notification in the Hootsuite mobile app. Select each toggle to turn it off.
  2. Clear the cache in the app. See the steps above.
  3. Sign out of the Hootsuite app and then sign back in.
  4. Turn each notification back on. Select each toggle to enable it.

 If after completing these troubleshooting steps the app is still not working as expected, please contact us with the following information:

  • Your Hootsuite account email address
  • Your device model and operating system version
  • Whether your account was created using the Hootsuite website or the mobile app
  • The name of the social network experiencing issues or not receiving notifications
  • The actions that are resulting in the error or unexpected behavior
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