Mobile Link app will not load when launched

Users may experience an issue where the Mobile Link app will not load when launched, shows a blank white page, or continues spinning after login.

Resolution

Old app version

This can occur if the user is running an old app version on their phone. First, try updating the application: How Do I Update the Mobile Link App Manually?

If updating does not resolve the issue, uninstall the app, then reinstall the updated version from the device's app store:

• How to Uninstall the Mobile Link App?
• How Do I Download the Mobile Link App to My iPhone or Android Device?

Restart the app

Go into the phone's settings and manually close the app process. Then, restart the app:

• How to close an app on an iOS device
• How to close an app on an Android device

Less common causes

Phone operating system: Make sure the phone operating system is supported.

Cookies and cache: If using the Mobile Link web app, or if the Mobile Link mobile app shows a white page or spinner after login, try clearing the browser cookies and cache. For Mobile Link-specific instructions, see How to clear Mobile Link cookies and cache.

Wi-Fi connectivity: Does the issue occur only on Wi-Fi connections? If so, the router or network security settings may need to allow Mobile Link app traffic.

Clearing browser cookies and cache

Use the steps below to clear browser history, cookies, and cache in common browsers. Menu names may vary slightly depending on the device, browser, and software version.

Note: Clearing cookies and cache may sign the user out of websites and remove saved site preferences.

Safari on iPhone or iPad

1. Open the Settings app.
2. Tap Apps.
3. Tap Safari.
4. Tap Clear History and Website Data.
5. Choose the timeframe to clear. For the most complete reset, choose All history.
6. Tap Clear History to confirm.

For current Apple instructions, see Delete your Safari history, cache, and cookies on iPhone.

Safari on Mac

1. Open Safari.
2. Click Safari in the menu bar, then click Settings.
3. Click Privacy.
4. Click Manage Website Data.
5. Click Remove All, then confirm the removal.

For current Apple instructions, see Clear your cache and cookies in Safari on Mac.

Google Chrome on a phone or tablet

1. Open the Chrome app.
2. Tap the More menu.
3. Tap Delete browsing data or Clear browsing data.
4. Choose All time as the time range.
5. Select Cookies and site data and Cached images and files.
6. Tap Delete data or Clear data.

For current Google instructions, see Delete browsing data in Chrome on Android.

Google Chrome on a computer

1. Open Google Chrome.
2. Click the More menu in the top corner.
3. Click Delete browsing data.
4. Choose All time as the time range.
5. Select Cookies and other site data and Cached images and files.
6. Click Delete data.

For current Google instructions, see Delete, allow, and manage cookies in Chrome.

Microsoft Edge on a computer

1. Open Microsoft Edge.
2. Click Settings and more.
3. Click Settings.
4. Click Privacy, search, and services.
5. Under Clear browsing data, click Choose what to clear.
6. Choose a time range, then select Cookies and other site data and Cached images and files.
7. Click Clear now.

For current Microsoft instructions, see Manage cookies in Microsoft Edge.