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Compatibility issue with Loner Mobile and iOS 12.0

Updated on November 27, 2018

We’ve noticed an issue with Loner Mobile’s compatibility with iOS 12.0

In rare cases with iPhones running iOS 12.0 or later, Loner Mobile may be force closed by your phone’s operating system, and therefore your safety will not be monitored. This is due to an addition in iOS 12.0, where Apple has updated their settings to force close apps that run for a long period of time in the background.

This issue is only seen on iPhones, running iOS 12 or later. If you are unsure what your phone is running, this can be seen in device info in your phone’s settings.

What’s going on

According to Apple:
Currently in iOS 12 there is a new mechanism that will terminate long-running background apps periodically as the system needs to free resources. At this time, this process is too aggressive, and we are working with the relevant teams to get this to behave better. Your app was terminated because the system needed drive space, so it quit several apps so it can delete their cached directories.”

While Apple had good intentions to prevent unnecessary space from being used by apps running in the background, this affects Loner Mobile as your safety is no longer being monitored when the app is quit by your device.

What we’re doing to solve this problem

In an upcoming release scheduled for the first week in December, we’ve worked to remove unused resources and made app size improvements as an effort to help with this problem.

We’re continuing to work closely with our development team and corresponding with Apple to get this problem fixed as soon as possible and ensure Loner Mobile is functioning correctly on iPhone. When we have updates on a solution to this problem, we will notify Loner Mobile users immediately.

What to do in the meantime

If you haven’t already downloaded iOS 12.0 to your iPhone, Blackline suggests holding off until we have resolved this issue.

If you have already downloaded iOS 12.0, that’s ok. There are a few short-term solutions that can help with this problem while we work on getting it fixed:

  •   Force quit out of the other apps you are not using while monitoring with Loner Mobile in order to give your phone maximum space and prevent the system from force closing Loner Mobile
    • On an iPhone X or newer – from the home screen, swipe up from the bottom of the screen and pause slightly in the middle of the screen. On an iPhone 8 or older – double-click the home button to show your most recently used apps. Swipe up on the app’s preview to close the app.
    • Ensure that you do not close Loner Mobile, as this will quit the app and stop monitoring.
  •  Open the Loner Mobile app more often during your day to bring the app to the foreground. This basically tells your iPhone that you are using Loner Mobile and that it shouldn’t be force closed. You can be reminded to do this by setting a more frequent check-in timer.
  • A network timeout can be added in Loner Mobile’s configuration settings in order to notify monitoring personnel that an app has quit. This timeout is configurable, and can be set to notify managers or supervisors via text or email when an app has not communicated with the server for the configured time period. You will then know that the user has gone out of service, or the app has been hard quit. If you would like this feature enabled, please contact our Customer Care team.

Other things to note

If your iPhone has more internal storage available, it is less likely you will see this issue.

If you have any questions please contact our Customer Care team.

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