Basic help steps for problems with the system or applications: under construction for english speaking users

[waldbursche]

If you have problems with the VollaOS operating system or with individual applications, we recommend that you work through the following checklist before submitting a support request:

Step 1
Is my VollaOS up to date?

App overview ->
Settings ->
System ->
Advanced ->
Updater

Here you will find the full iOS version, the Android version, the date of the upgrade and the last source update.

Please install listed updates that are newer than the currently installed update in chronological order.

Update VollaOS
--- Create/check backup of all important data
--- Ensure stable internet connection
--- Battery charge should be at least 70%
--- Remove SD card
--- Settings - Apps - All apps - Updater - Memory and cache - Delete data and clear cache
--- Updater app - 3 points menu - deactivate ‘Prioritise update process’

Vollaos updater Settings.jpg

--- If necessary, set ‘Coffeine’ to ♾ in the quick start tiles by tapping it several times
--- Restart the phone
--- Start the update process

Step 2
Are my F-Droid applications up to date?

App overview ->
F-Droid ->
Tasks (bell symbol) ->
Swipe the screen down once:
‘Package source update’ should now appear at the top of the screen, followed by a list of apps to be updated, if applicable

After a short update time (rotating arrow), a list of the apps to be updated should appear and be updated.

Step 3
Are my Aurora Store applications up to date?
(Please note: the AuroraStore itself is updated as an app via the F-Droid store. So if the AuroraStore does not start or no anonymous login is possible, please perform F-Droid update ->step 2<- first).

App overview ->
Store ->
Updates

A list of all apps to be updated appears here, which can be updated by tapping on ‘Update all’ or individually tapping on ‘Update’ for each app. After the download, a confirmation request for installation should appear for each app, which must be confirmed.

In case of problems with the AuroraStore regarding the search for apps or installation of apps

Workaround if the search for apps in the AuroraStore is temporarily not working:

1. open AuroraStore (first authorise the Aurora app to open links from play.google.com:
Settings - Apps - Aurora - Open by default - Tick play.google.com)
2. open fennecbrowser
3. Open the googleplaystore page in the browser
4. search for the desired app
5. call up the page of the app in the Google PlayStore (common mistake:
wanting to open the results page of the search in the AuroraStore on the PlayStore page in the browser instead of the actual app page)
6. 3 dots menu of the browser and ‘open with app’
7. AuroraStore is called up with your app
8. Install

If there are problems with anonymous login or error messages in the AuroraStore:
1. system settings - apps - all apps - Aurora
2. memory and cache
3. clear cache and delete memory contents
4. call up AuroraStore again and log in anonymously again.

ATTENTION
It is strongly recommended that you do NOT update apps that were installed via F-Droid (e.g. Telegram, Signal) in the Aurora Store and instead add them to the blacklist in the Aurora Store settings. Otherwise, the FOSS app version will be replaced by the Google version of the affected app.
ATTENTION!
Before changing the SignalApp version, it is essential to create a backup within the app, otherwise all chat histories will be lost. A downgrade including importing the backup of the Signal app (e.g. due to a change from the Google version to the FOSS version) is only possible after deleting all app data in the system settings.

Step 4
Is there still a problem with this application (app)?
Please carry out the following steps AFTER CREATING A BACKUP OF THE APP DATA:

App overview ->
Apps & Notifications ->
Show all (number) apps ->
Select the affected app from the list ->
‘Force quit’ ->
Memory and cache ->
Empty cache AND delete data (ATTENTION: this step deletes some or all of the user data and settings of the affected app. In severe cases, however, it can solve the problem. Please back up all user data/settings of the app externally beforehand.
The app can now be restarted in the app overview of the launcher.

If you have problems with the Contacts app due to errors in the database (missing entries, address book disappeared, etc.), you can find instructions on how to reset the database here: https://cloud.hallo-welt-systeme.de/s/LT46ZwpA3LkjzDA

Step 5
Is there still a problem with the operating system or an application (app) despite having carried out steps 1 to 4?

-> Check in the system settings in the settings of the affected app whether all necessary authorisations have been granted

-> Check whether you have activated the security mode in the system settings. This prevents various activities. Deactivate the security mode as a test. If this solves the problem, adjust the security mode settings accordingly.

-> Please use the forum search first to test any existing solutions: Forum

-> No solution found? Please start a new support request ‘New topic’ with a meaningful title here: Forum VollaOS

-> You need quick help?
Please visit our Volla user community on Telegram: VollaUserCommunity on Telegram
Also via Matrix: VollaUserCommunity on Matrix
Please always use the search function there first and enter 2-3 keywords to search for your problem. Many problems have already been discussed and solved in the group.
Can't find a solution despite searching?
Then please start a request in the Telegram or Matrix group (both groups are connected via bridge and all postings appear synchronously in both groups) and please always state the full AOS version, the app concerned if applicable and your device model. Thank you.

Please remember that the Telegram group, the Matrix group and the VollaForum are mainly maintained and supported by dedicated volunteer users. Therefore, in the spirit of the community, we ask you to always work through the above checklist first and to communicate politely and patiently with your support requests and to conscientiously implement the help offered in order to appreciate the work and gladly invested lifetime of the supporters. Thank you very much for a ‘please’ and ‘thank you’. We are here for you.

-> Please also visit the help pages: https://volla.online/en/faqs/

-> If you suspect a serious problem, please contact customer service: https://volla.online/en/support/

We wish you lots of fun with your VollaPhone.