Troubleshooting guide

If you have any questions about myLboro, you might find the answers here.

I can’t download the App

The App is available on the Apple and Android App stores. If you are having difficulty downloading, installing or registering on the App, the PC Clinic at the Loughborough Campus and the Student Services Office on level 2 at the London Campus will be able to help you.

My Android device does not have access to the Google Play Store

This is more common on Huawei devices and other devices running versions of Android not sold in the UK. If you don't have access to the Google Play store, you can download the mylboro apk and manually install it.

You may see a security warning or be prompted to change your settings to allow the installer to run.

The Google Play Store states that my phone is incompatible with the myLboro app

Android beta versions

If you have updated your phone to a beta release of the next Android OS, your device may not be able to run the myLboro app until the beta is fully released. We do not recommend installing a beta OS on any Android device with the myLboro app installed.

If your device is not affected by the issues listed above, try the following troubleshooting steps in order. If one does not work, move onto the next.

Clear Memory cache

Tap to Settings > Applications > Google Play Store > Storage > Memory and find the option relating to Cache data (these may be shown separately as 'Clear Data' or 'Clear cache'. Tap on it and press OK to clear the cached data. Once complete, restart the phone and try downloading the App again from Play-store.

Force Google Play update

From Google Play, tap the menu icon in the top left, tap on Settings and scroll to the bottom to tap on Play Store version. This will force the Store to update if it is not already on the full version.

Timezone issues

Ensure that the correct time, date and timezone (GMT +00) is setup on the device, as this can prevent Google Play from installing apps.

Why is the myLboro app telling me to set up screen lock or asking for my fingerprint/PIN?

When you install and log into the myLboro app you can choose to set a screen lock (fingerprint or PIN). This will prompt you to unlock the app when it is launched to add an extra layer of security in addition to your phone’s lock screen. If you want to enable or disable this feature later you can do so from the Settings Menu (Android: three dots on top-right, Apple: Cog icon at the bottom). Under Current Profile toggle Screen Lock.

I’m having problems using Attendance Check-in (iPhone device).

Try the following troubleshooting steps in order.  If one does not fix your problem, move on to the next.

Restart

Shut down your device and restart it then launch the app again.

Log out

Log out of the app and log back in.

Settings Button > Logout (bottom of the menu)

Reinstall the app

Uninstall the app and restart your device. Reinstall the app again from the App Store and launch the app again.

Bluetooth and Location Services

Ensure both Bluetooth and Location Services are switched on.

Ensure the myLboro app is allowed access to Bluetooth and Location Services.

Settings > myLboro

Notifications

Ensure Notifications are allowed for myLboro

Settings > myLboro

Further Assistance

If you need help with any of these steps please visit the PC Clinic.

I’m having problems using Attendance Check-in (Android device)

Try the following troubleshooting steps in order.  If one does not fix your problem, move on to the next.

Restart the app

Long press the icon and select *App Info*.  Select *Force stop*.  Re-launch the app.

Log out

Log out of the app and log back in.

Menu Button > Settings > Key icon

Clear cache and reinstall the app

Long press the icon and select *App Info*.  Select *Storage*.  Select *Clear Cache* and *Clear data*

Go back and select *Uninstall*. Reinstall the app again from the Play Store and launch the app again.

Bluetooth and Location Services

Ensure both Bluetooth and Location Services are switched on.

Ensure the myLboro app is allowed access to Bluetooth and Location Services.

Note that these instructions are only a guide as the menus on your phone may differ

Settings > Apps > myLboro > Permissions > Menu Button > All Permissions

Look for:

  •   Location: Access Precise Location
  •   Location: Access Approximate Location
  •   Other: control Near-field Communication

Notifications

Ensure Notifications are allowed for myLboro.

Settings > Apps > myLboro > Notifications

Bluetooth scanning settings

Bluetooth scanning may not be properly turned on even if Bluetooth is turned on. This can be found in options like

Location Settings > Improve Accuracy > Allow Bluetooth Scanning

Further Assistance

If you need help with any of these steps please visit the PC Clinic.

I can’t pick up the room beacon however, I can see other beacons.

It could be the beacon in your lecture space does not work. Please contact it.services@lboro.ac.uk and include the lecture room number and the lecture you were in.

The app is giving me the error message 'Unexpected system exception: Not authorised'

You need to log out and back into the app:
 
  • Go into the Settings menu of the App
    • Android: This is located in the three dots in the top right of the app.
    • iPhone: This is located at the bottom of the app.
  • Log out of the device
    • Android: Tap the key icon at the top of the app.
    • iPhone: This is located at the bottom of the list of options.
  • Once logged out, sign in again.

I’m experiencing one or more of the following: Message 'An Irrecoverable error has occurred'/ The Finance tile isn’t loading / The Library tile isn’t loading

This suggests that a wider system issue has occurred. Please contact the IT Service Desk on

When I click on the timetable tile I get the message “Missing cookie”

You need to enable cookies, including 3rd party cookies, in your device’s browser settings.

If you have enabled cookies but still get this message check that the browser you are using is set as the default browser on your device. For example on Samsung phones the default may be set to “Samsung Internet” even if you use Chrome or another browser you have installed. You should set the default to your preferred browser in the device’s Settings menu and then make sure cookies are enabled in your chosen browser.

General Questions

What do students see when they access the app?

Student views vary depending on year of study and location, but the following screenshots give a good indication of the options available to most students.

screen grab of the mylboro app screen grab of the mylboro app 

How do I logout?

On Android: Go to the settings menu and then tap the key symbol on the top right of the screen.

On iOS: Go to the settings menu, scroll down to the bottom of the menu and then tap the 'Logout' text. 

How do I report a problem I am having with the app?

Go to the settings menu and select 'Feedback' then 'Report a Problem'. Your message will be sent to our support team who will help you to solve your problem. 

Can I sync or export my timetable to Microsoft Outlook or Google Calendar?

Unfortunately this is not currently possible. The decision was made to restrict this capability as we are unable to keep 3rd party calendars synchronised. For exmple, a lecturers room might change location but a 3rd party calendar wouldn't be updated in time to reflect this. 

Where can I find out information about the University's sports and gyms?

A separate app has been developed for Loughborugh University's sports activitites and facilities, called LboroSport. You can find the app via the Google Play Store or Apple App Store.