Sometimes, customers can experience issues with our tablet app, especially on older versions of iOS, such as v9.
In some cases, a simple re-install of the app won't work, so a different approach may be needed.
Factory Reset
Customers can try to factory reset their devices. This may solve the issue that's causing the app to misbehave. Here's an article from Apple on the topic of factory reset. You can also look up iOS factory reset tutorials for your version of iOS.
Sharing crash logs with the app developers
The customer can enable the Share with App Developers option on the device so we can automatically receive crash logs.
On iOS 9.3.5, this feature is found under Settings > Privacy > Diagnostics & Usage. Enable the Automatically Send option first, then enable Share with App Developers. The screen should look like this:
Next, the customer can try to reproduce the problem on their own. We should receive crash logs in 72 hours at most.
Manually providing crash logs
Customers can provide crash logs themselves. One way of doing it is by going to Settings > Privacy > Diagnostics & Usage Data. A list of logs will appear with dates in their names and .ips at the end. Customers can proceed to open some of them and screenshot or copy their contents.
Clearing the RAM
Customers can try clearing the device's RAM memory of the device by forced start. Hold down the Home and Wake/Sleep buttons simultaneously for about 15-20 seconds until the Apple logo appears. After that, they can try to run the app again.