Our 100% Guarantee
If you are experiencing a problem with one of our apps, please try one of these common fixes. If you need additional support please use our contact us form.
If we can't get the app to work on your device we will gladly give you a full refund.
Please tell us about the make and model of your phone or tablet. All devices are different and we are doing our best to support all of them.
#1 FULLY RESTART YOUR DEVICE
Press and hold down the top "POWER" button until you receive the option to "POWER OFF" Then repeat to restart. Like all computers mobile devices should be turned off or restarted once in a while.
#2 INTERNET QUESTIONS
Some schools and hospitals block, or secure their internet which blocks our app from reaching our servers. Make sure you have a good internet connection. To test this turn off WiFi and use 3g, 4g, LTE.
Delete the app from your device and sync a fresh copy from the App Store. Note: Make sure you are attempting to download the same app and that you are signed in to the App Store with the same username and password that you purchased the app with.
#4 MEMORY & STORAGE
Make sure you have enough available internal memory to download the App. Then go to your phone SETTINGS, then APPLICATIONS, find our App and compare the file size to the file size advertised on the App Store. If the file size is smaller on your device then the app probably didn't download correctly.
Did you install a "Cleaner" on your device? it may be deleting our videos. Often times even if the cleaner apps say they are not running they really are.
#6 OPERATING SYSTEM
Make sure your device is updated to the latest operating system.
#7 CLEAR CACHE
Open the App, go to "Settings" (Android, click the phones menu button), click "Clear Cache". Or open your phone Setting, go to Applications, find our app and clear cache.
IF YOU NEED MORE HELP PLEASE CONTACT US
New Android Phones - SD Card
The ASL Dictionary downloads video clips onto your SD card (Android), the store that sold you your device needs to set up the SD card properly.
Internet Error Message (Android) (B&N Nook)
You receive an error that says you don't have an internet connection - But you do. The most common reason for this is that you do not have an SD Card in your phone. (different than the sim card) the SD Card is about $10 and the phone uses it to store temporary information, including our videos.
Make sure you are connected to the internet. The ASL Dictionary and ASL Translator (Text-To-Sign) requires an internet connection. WiFi recommended. If you have a good connection wait a few minutes and try again. If you're using the app in a school or hospital they may have a secured internet which is blocking our app. Please contact us for additional help.
Google Android declined your payment? In Google Checkout, double check the credit card card numbers, expiration date and 3 digit security code. If it all looks OK you may have to use a different card.
If apps are being billed to your phone carrier, please call them to see why they denied the payment.
Try to cancel your order and repurchase the app again. If this doesn't work please contact us and we will clear out the old order.
The app wont download from Android Market
If the app wont download, first cancel your order then do a full restart. Then go back to Android Market and try downloading the app again.
If the app wont download from Android Market, Google checkout may have declined your credit card and sent you an email. Double check all the numbers or try a different card.
Frequently Asked Questions
As always, if you need assistance just send us an email or use our contact us form. We are always happy to help.
Q - (Android only) The app downloaded fine and you have an internet connection but the video wont play?
A - The store that sold you your Android phone or tablet may not have setup your SD card correctly or your phone may be missing the SC Card. Please ask them to take a look at it.
Q- The app was working in the past, but now when you click on a word it says "movie/video format not supported"
A- Try clearing your cache. Open the app, go to settings (Android go to menu - Settings, click "Clear Cache"
A- The ASL Dictionary downloads the video clips from an internet web server. All servers have 99.9% up time, so it's possible that the server is temporarily down. Try again in a few minutes.
Q- The app was working, but now the videos wont download?
A- Your SD card or memory on your phone is likely full. Try and clear the cache, found under "settings"
Q -Audio not working?
A -The app is working, there is no sound in our applications.
If you are still experiencing a problem with one of our apps please contact us, tell us what type of device you are using and give us as much information as you can about the problem. We value our customers and will get back to you shortly.
There are currently no known issues so we are certain we can get the app working for you.
5 Star Reviews For Our Developers
The ASL American Sign Language apps were developed by a group of professional Sign Language interpreters, instructors and developers who are both hearing and deaf. We made these apps to help people learn ASL American Sign Language, the language that we know and love. We have received so many great letters from people who are now able to communicate better with family and friends. If you enjoy our apps please take the time to give us a 5 star review on the App Store. It means a lot to us.
Thank you for your support. Smile.
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