Troubleshooting when a presentation won't open on Android

If a presentation will not open in the Mobile Locker Android App, use this list. These messages are from the Android app, not iOS or Windows.

No internet connection

When you open a web presentation, the app can show No internet connection. Please check your network and try again. Installed files still work offline. A first open that needs the network will wait until you are online.

1. Connect Wi-Fi or cellular.
2. Open the presentation again.

The request timed out

Message: The request timed out. If you're on a hotel or public Wi-Fi network, try connecting to a different network and try again.

This is common on hotel or conference Wi-Fi.

1. Open a browser and confirm you can reach the internet (including any venue login page).
2. Try again, or switch networks, including cellular.

Network connection lost

Message: The network connection was lost. Please check your connection and try again.

Wait a moment and retry. If Content Library still shows saved data, you can open presentations that are already installed.

Content Library refresh errors

If a library refresh fails, the catalog stays on screen (it does not go blank). Messages can include:

• No internet connection. Please check your network.
• Connection timed out. Please try again.
• Secure connection failed. Try cellular data, or sign in to this Wi-Fi network.
• Network error. Please try again.

Insecure (HTTP) resource

Message: This presentation could not be loaded because it contains a link to an insecure (HTTP) resource. Please contact your company's Mobile Locker administrator.

You cannot fix this on the device. Send the presentation name to your administrator or to support.

Interrupted in the background

The app can say the presentation was interrupted while the app was in the background, or that the presentation content process was terminated. Close the presentation and open it again.

FOR INTERNAL USE ONLY

Some files show FOR INTERNAL USE ONLY: the file is not to be shown to or shared with customers. Tap I acknowledge, proceed to open it, or Cancel, close this file to stop.

That is expected for internal decks. It is not an error.

Still not working

1. Pull to refresh Content Library.
2. Download the presentation again if the card is not fully installed.
3. Use Help, then Report a Problem (a screenshot can be attached).
4. Or send diagnostic logs from Settings (see that article in this category).

Tell support the presentation name, the exact message, and your app version from Settings, About. Also check battery restrictions if downloads never finish.