If Ello 2.0 crashes, freezes, won't open, won't load books and activities, or shows "Something went wrong", most fixes take a few minutes at home. Start at step 1 and work down. The same steps work in our legacy app, Read with Ello.
Is Math missing from the Home screen while everything else works? That's a quick settings fix, not a crash. See How Do Learning Levels, Subjects, and Progress Work in Ello 2.0?
Seeing a "Send Logs to Developer" screen?
That screen means Ello ran into an error. Do steps 2 and 3: update, then reinstall if it's still there.
1. Restart your device
Power the device completely off, wait a few seconds, then turn it back on. A true power-down clears the device's memory, the usual culprit behind freezes, crashes, loading failures, and disconnects. Locking the screen doesn't do this.
This matters most on an iPad 9th generation, which is tight on memory. Force closing the app helps less than a full restart.
2. Update the app and your device software
iPhone or iPad: open the App Store, tap your profile icon, and update Ello. Then go to Settings > General > Software Update.
Android: open Google Play, tap your profile icon, then Manage apps & device, and update Ello. Then go to Settings > System > Software update.
3. Delete and reinstall the app
A fresh install from the App Store or Google Play clears anything corrupted. Your child's progress is saved to your account, so nothing is lost.
Using Read with Ello? Reinstall it from your App Store purchase history, since it's no longer available for new downloads. See What Is Read with Ello (Legacy App), and How Is It Different from Ello 2.0?
4. Check your connection and storage
Ello needs internet to load books, math activities, and tutor responses. Use Wi-Fi or a strong cellular signal, then try switching networks: Wi-Fi to mobile data, or the other way round. If the problem disappears on the other network, something on the first network is filtering Ello (see step 7).
Low storage can also stop content loading. Check Settings > General > iPhone/iPad Storage or, on Android, Settings > Storage.
Why do I see "Something went wrong"?
The app couldn't reach our servers or something it needs on the device, almost always a connection or permission problem. Parental controls and content filters can block Ello even though it isn't a website, and we can't see that from our side. If steps 1 to 4 didn't help, try steps 5 to 7.
5. iPhone or iPad: check Screen Time
On your child's device, open Settings > Screen Time > Content & Privacy Restrictions > Content Restrictions > Web Content.
If it's set to Limit Adult Websites, tap Add Website under Always Allow and add ello.com. This filter checks every app's connections, not just Safari.
Still seeing it? Set Web Content to Unrestricted for one session. If Ello works, the filter was the cause.
Back in Content & Privacy Restrictions, under Privacy, tap Microphone and choose Allow Changes. Then turn on Ello's microphone (see Which Devices Work with Ello 2.0, and What If It Can't Hear My Child?).
6. Android: check Family Link and kids modes
Open the Family Link app on your phone, choose your child, and tap Controls.
Under App limits, make sure Learn Math & Reading: Ello 2.0 isn't blocked and hasn't run out of time.
Allow Ello's microphone permission on your child's device, and approve it from your phone if Family Link asks.
Family Link's web filter only applies to Chrome, so it won't block Ello on its own. A blocked app or an expired limit will.
Samsung Kids and other kids modes: add Ello to the mode's allowed apps, or exit kids mode for the session.
7. Check filters on your network or from another app
Some filters run on your router or in a separate app: Bark, Qustodio, Circle, Net Nanny, Norton Family, a router's "family shield" or "safe browsing" mode, or a school- or work-managed device.
Open the filter's activity or blocked log, look for ello.com, and allow it.
Try mobile data or another Wi-Fi network. If Ello works there, the first network's filter is the cause.
On a school-managed device, the school's IT team may need to allow Ello.
Why does the app quit in the middle of a session?
On older iPads, a session can drop when another app or a notification takes over the device's audio. Closing other apps first and turning on Do Not Disturb keeps sessions steadier.
Why does my Samsung tablet ask me to update?
Some Samsung tablets showed a false "update required" screen. That was our bug, and we've turned that screen off. If it appears, restart your device and check Google Play once for a real update.
Still having trouble?
Stuck during sign-up rather than in a session? See What Is Ello 2.0, and How Do I Download and Sign Up?
Otherwise, contact our support team with your app, device model, iOS or Android version, what happens right before the problem (as the app opens or mid-session), and any parental controls or filters you use. A screenshot helps. See Contact Support and Response Times.