FAQs - Platform Performance

Q: Why do I need to update to the latest version of Avenu?

A: Using an outdated version of Avenu will not allow it to work at its optimal level. Several changes and enhancements are made with each new version release, allowing for a better user experience.

To get the current version, please delete Avenu by finding the icon on your iPad home screen and pressing and holding the icon until the delete “X” appears. Tap on the “X” and then “Delete” to confirm. On your iPad, open Safari and visit “https://myavenu.com”. From there, login and go to Downloads, where you will be able to re-download Avenu.

After the app has been downloaded and you try to launch the platform, you may see a pop up that says "Untrusted Enterprise Developer". To access the platform, tap on the following:

=> Settings => General => Device Management or Profiles => DataReef LLC => Trust "DataReef LLC" => Trust 

Q: Why do I need to update to the latest version of iOS?

A: Using an outdated version of iOS will not allow Avenu to work at its optimal level.

To ensure that you are on the latest version or to update to the newest version, tap on the following:

=> Settings => General => Software Update

Q: Why can I not download the platform?

A: This could be caused by the cache needing to be cleared in Safari. To clear Safari website data on the iPad, complete the following process:

  1. Launch the Settings app from the Home screen of your iPad.
  2. On the left side of the screen, scroll down and tap on Safari.
  3. On the right side of the screen, scroll all the way to the bottom and tap on Advanced.
  4. Tap on Website Data.
  5. Scroll to the bottom again and tap on Remove All Website Data.

Q: Why is the data not loading?

A: This happens because the zoom level is too far out. Zooming in will allow all homes to load. 

If that does not resolve the issue, you can reset the platform. This can be accomplished by either closing the platform by double pressing the Home Button on the iPad and swiping up and then reopening the platform or by logging out of the platform and logging in again.

Q: Why is the data not loading like it should?

A: Having a poor connection to the internet can hinder information from loading smoothly. If data does not seem to be loading properly, make sure the device is connected to a reliable internet source.

Q: Why is the platform not performing as it should?

A: Like all personal electronic devices, iPads will occasionally experience issues. If your iPad is unresponsive, randomly crashes or is simply running slowly, rebooting the iPad will generally help. To do this, press and hold the Sleep/Wake button on the top right edge of the device until the red slider appears. Drag the slider to turn the device completely off. After the device turns off, press and hold the Sleep/Wake button again until the Apple logo appears.

Q: What do I do if the platform freezes?

A: Close the platform by double pressing the Home Button on the iPad and swiping up. Reopen the platform.

Q: What do I do if my Pin Pad won't allow me to log in?

A: Tap on “Logout” on the bottom right hand corner of the pin pad. Log back into the platform and reset your Passcode. 

Q: Why am I seeing a black grid on the map instead of the Street View?

A: This is caused by a challenge with the Apple Map. It can be resolved by pressing the home button and opening the Apple Map app. You can then press the home button again and access Avenu. The black grid will be gone and you will now be able to see the street view.

Q: What if the home record dot is in the wrong place or is missing from the map?

A: Avenu compiles vast amounts of data from numerous data sources that includes national data aggregators as well as local data sources, including public records and databases. On occasion, the latitude and longitude coordinates may misalign or be missing. However, we are constantly working to improve the accuracy of our home coordinates on the map.

 

For assistance with these or any other questions, please contact Customer Care at 844.873.6133 or support@myavenu.com.

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