App Not Functional

[wiggy500]

Any advice would be appreciated.

My android tablet is my primary device and the one I have used the My Disney Experience app on. I have used the app in the parks less than a year ago.

Recently, the app has been extremely sluggish, to the point of being unusable. I have tried restarting, uninstalling, reinstalling, clearing memory, using data and wifi, trying data at multiple locations. I just now did a factory reset.

No matter what I do, this app does not function properly. All other apps I have do. This device is like two years old.

Any advice on how to get this app to function on this device? Please, no suggestions on using some other app. I need it for lightning lanes and this app is the only way to get them.

 

[scrappinginontario]

Seems like you've tried a lot of different things. The only suggestion I have is to try calling Disney IT at 1-407-934-7639. Hopefully they can assist you.

 

[soniam]

How old is your Android tablet? The app may now require more performance/memory than your tablet has.

 

[SteveH]

First few things; what version of Android are you running? Minimum requirement is Oreo. How much free memory to you have on the device itself? Sadly Disney doesn't post much more helpful info, calling is probably your only option... beyond getting a newer device. Reading some of the reviews on the Play store doesn't paint a very positive outlook for MDE on a Droid.

 

[sponica]

It could be that the app was just updated last week in the Play Store and there might be bugs in the new version. I haven't encountered any but I'm on a Pixel 6 Pro.

 

[wiggy500]

How old is your Android tablet? The app may now require more performance/memory than your tablet has.

First few things; what version of Android are you running? Minimum requirement is Oreo. How much free memory to you have on the device itself? Sadly Disney doesn't post much more helpful info, calling is probably your only option... beyond getting a newer device. Reading some of the reviews on the Play store doesn't paint a very positive outlook for MDE on a Droid.

I got it less than three years ago. It's version 9, which is better than the minimum requirement. 1/3 of the memory is free after doing the factory restart.

An update...doing the factory reset plus making sure I have no other apps open while I use the app seems to be working. At least it has worked normally the last two times I tried it. Let's hope this holds out another few weeks.

This feels like it shouldn't be this hard. But thanks everyone. I'm hopefully I am good to go now.

 

[wiggy500]

I got it less than three years ago. It's version 9, which is better than the minimum requirement. 1/3 of the memory is free after doing the factory restart.

An update...doing the factory reset plus making sure I have no other apps open while I use the app seems to be working. At least it has worked normally the last two times I tried it. Let's hope this holds out another few weeks.

This feels like it shouldn't be this hard. But thanks everyone. I'm hopefully I am good to go now.

And now it is hit or miss whether it functions, even when I restart and immediately open the app.

I will try calling and see what that does for me. And if that gets me nowhere then I'm stuck buying a new device.

 

[Genie+]

What is the timeline? As mentioned, new updates can take time to iron out wrinkles. Did it work before and now only recently you’re having issues? Then possibly it might just be the matter of fixes already underway, and hopefully it starts working again for you soon.

 

[wiggy500]

And now it is hit or miss whether it functions, even when I restart and immediately open the app.

I will try calling and see what that does for me. And if that gets me nowhere then I'm stuck buying a new device.

And calling prompted them to have me contact the app people using "help" on the app. For now I'm waiting.

What is the timeline? As mentioned, new updates can take time to iron out wrinkles. Did it work before and now only recently you’re having issues? Then possibly it might just be the matter of fixes already underway, and hopefully it starts working again for you soon.

I've got three weeks until the trip. The app worked fine for a trip in May 2023. I think I noticed issues a month or two ago when I checked to make sure the app was working. Always check to make sure the app is working before the trip good citizens of Disboards.

 

[Genie+]

Always check to make sure the app is working before the trip good citizens of Disboards.

Great advice! I hope this all works out before you leave. We’ll be there around the same time - Feb 28-March 2

 

[eticketplease]

You can buy them without the app it is just not ideal.

I remember people being able to do it at the front desk of the resort.

Here is an article stating to go tho guest services, of course by the time you get there the one you are wanting could be sold out.

The only other thing I can think of other than calling is buy a cheapie prepaid phone and just connect to WiFi but there are no guarantees that will last either.



https://plandisney.disney.go.com/qu...lane-without-disney-experience-mobile-485928/

 

[wiggy500]

And calling prompted them to have me contact the app people using "help" on the app. For now I'm waiting.



I've got three weeks until the trip. The app worked fine for a trip in May 2023. I think I noticed issues a month or two ago when I checked to make sure the app was working. Always check to make sure the app is working before the trip good citizens of Disboards.

"We wanted to let you know that we're currently experiencing a very high volume of messages, and it may take up to 5 business days to receive a response. Please know that we are working hard to assist all of our Guests as quickly as we can.

If you need to speak with someone more quickly, please use the "Chat with Us" feature in the My Disney Experience app, or give us a call at (407) 939-4357. We're available between the hours of 7 a.m. and 11 p.m., Eastern time."

This feels like reading a choose your own adventure book. If you would like to use "Chat With Us," turn to page 83. If you would like to call the new phone number, turn to page 27.

 

[wiggy500]

"We wanted to let you know that we're currently experiencing a very high volume of messages, and it may take up to 5 business days to receive a response. Please know that we are working hard to assist all of our Guests as quickly as we can.

If you need to speak with someone more quickly, please use the "Chat with Us" feature in the My Disney Experience app, or give us a call at (407) 939-4357. We're available between the hours of 7 a.m. and 11 p.m., Eastern time."

This feels like reading a choose your own adventure book. If you would like to use "Chat With Us," turn to page 83. If you would like to call the new phone number, turn to page 27.

I tried both at the same time. The chat closed the chat on me without helping at all, which was weird. And on the phone they suggested contacting the manufacturer of the tablet because it is a device specific issue. I'm not sure why it is an issue with the device when all other apps function on the device...

 

[wiggy500]

I tried both at the same time. The chat closed the chat on me without helping at all, which was weird. And on the phone they suggested contacting the manufacturer of the tablet because it is a device specific issue. I'm not sure why it is an issue with the device when all other apps function on the device...

The automated chat made five suggestions, all of which I have already tried. Then it said if none of these work, contact the app developer.

 

[wiggy500]

And the live person at LG's tech support, after making suggestions I've tried, is steering me back to the app developer.

 

[wiggy500]

And the live person at LG's tech support, after making suggestions I've tried, is steering me back to the app developer.

They also suggested trying a cell phone repair shop or buying a device made by another manufacturer and seeing if the app works. They suggested purchasing a non-LG product. Interesting.

 

[eticketplease]

Does your library offer rentals of tablets? Some do so you maybe able to go that route to test

 

[wiggy500]

Does your library offer rentals of tablets? Some do so you maybe able to go that route to test

That's an interesting thought. It does not appear so.

 

[wiggy500]

"Thanks for contacting the Digital Guest Experience team.

At this time, the My Disney Experience app is available for iPhone and Android smartphones. We are currently working to support larger screen sizes, but due to the wide range of screen sizes and resolutions, this is a comprehensive process. Unfortunately, as of right now we do not officially support iPads and Android tablets.

While we continue to work on this, you may wish to visit our website from your device browser. This site is optimized for mobile devices and contains similar features and planning tools as on the app.

Thank you for reaching out, and have a magical day!"

Hmm, do I need to reach out to the tablet manufacturer because it is an issue with their device or do they not support tablets at all? Did they stop supporting tablets in the last nine months since I most recently used it?

I'm not sure what to think of this one.

 

[wiggy500]

Disney's website says the app supports iPads.

I have no idea if it is worth trying to buy a new tablet or not. I suppose I can go to the store and download it and try it.