FAQ & Support Guides

Find answers to common support questions.
Please get in touch by email for any queries that aren't covered here.





FAQ

Frequently Asked Questions

Our apps are available to purchase exclusively on the Google Play Store.  Please click here to visit our store page.
Yes. We support both phones and tablets running Android 4.4 (KitKat) and above.
Our apps are currently exclusive to the Android platform.  We do not have any iOS or FireOS versions at this time.
The Google Play Store gives users access to the full version with immediate one click refunds for the first 48 hours, therefore it is not necessary for us to release any special demo versions of our apps. If you decide the app is not for you, simply revisit the app listing in the Play Store app and press the 'Refund' button. This will uninstall the app and ensure that no charge is made against your account.
Our apps work fully offline for 90 days at a time. When the 90 days has lapsed the app asks the Play Store for another offline licence and, provided the user has not refunded the app, another 90 days is automatically granted.
If you are receiving card authorisation failed or payment declined messages when trying to purchase the application via the Google Play Store. Please log in to your Google Wallet account at https://pay.google.com and click on 'Payment Methods'. Please ensure that your card details are correct and edit, or add a new card, as necessary. You may then repurchase the app via the Google Play Store.

If you continue to receive authorisation or payment declined errors, you will need to contact your card issuer for further information.



SUPPORT

Support Guides

Incompatible Devices
We are aware of a small number of compatibility issues caused by a 3rd party database library that we rely upon across our product portfolio, which may cause crashes on a small number of specific device / firmware configurations. We have contacted the library vendor regarding the issue and withdrawn our app listing on the Play Store for the affected devices meanwhile. This is to ensure that new users do not purchase and experience the same problems while we attempt to resolve the problem. As the code responsible is 3rd party source code, we must wait for a fix from the vendor before it can be deployed in our applications.

Currently affected devices
Samsung: crownlteks, dreamqltesq, greatqltechn, hero2lte

Other known issues
LTE: NX591J - play services compatibility.
Problem
You are receiving "Unable to install to device usb or to memory card" when attempting to install the app via the Google Play Store and Android does not complete the installation.

Solution
Open the Android app drawer (where your apps are).
Choose 'Settings', then 'Apps' (some devices may be 'Applications → Manage Applications' or similar).
Choose the 'All' tab and select 'Google Play Services'.
Press 'Clear data' followed by OK.
Press back and this time select 'Google Play Store'.
Press 'Clear data' followed by OK.
Go back to Settings and this time choose 'SD & Phone Storage' (some devices may be 'Storage' or similiar).
Press 'Unmount SD Card' and then 'OK'.
Open the Play Store app as normal and try to install the purchased app.
This time it should successfully install.
Go back to 'Settings' → 'Storage' and press 'Mount SD Card'.

If you're still unsuccessful, please contact us via the contact page.
Problem
Your purchase is stuck on Authorizing when trying to purchase the application via the Google Play Store.

Solution
Please log in to your Google Payments account at https://wallet.google.com and verify that your card payment for the order has been authorized.

- If the authorization has failed you will need to update your card details to allow the payment to be taken successfully.

- If your order has been placed under 'customer review', you will need to wait until Google's automated security checks have been completed - this may take several hours.

- If your payment authorization is showing as successful, but you still cannot download the application, you may be experiencing an internal Play Store app problem.
Problem
You are being prompted to perform a license check at every launch and going online to retrieve a cached license does not provide any offline access afterwards.

Cause
If you have installed the application manually from an apk installer or from a backup application, rather than via the Play Store, the offline license file may not be issued or not may be validated correctly.

Solution
Ensure that the application has been installed through the Google Play Store. If you have previously used patching tools to modify the Play Store or Android or application frameworks, please ensure these modifications and tools are fully removed first. Unfortunately we are unable to manually issue, or alter licenses, as these are managed by the Google Play License servers. These restrictions are sometimes temporary and user account specific.
Problem
You are receiving a "Download unsuccessful" message when attempting to download an app via the Google Play Store.

Solution
Restart your phone then try downloading the app again.
Confirm that there is internet connectivity on your device.
Wait 10 minutes and try your download again.
Problem
You launch the app and the loading screen animations run, but then the app appears to be stuck showing just the logo and "loading...".

Solution
Ensure you have a functioning internet connection on your device and launch the app. Please wait for 60 seconds. If no progress is made after this time then please follow the steps below:

Open the Android app drawer (where your apps are).
Choose 'Settings', then 'Apps' (older devices may be 'Applications → Manage Applications').
Scroll across to 'All' and select 'Google Play Services'.
Press 'Clear data' followed by ok.
Press back and this time select 'Google Play Store'.
Press 'Clear data' followed by ok.
Restart your device and try loading the app again.
Problem
This occurs when the app is installed on the storage card, but the SD/storage card later becomes unavailable. This may occur when the SD card is removed or corrupted, or when the phone is connected to a PC in disk mode.

Solution
Please ensure that your SD card is inserted properly and that your handset is disconnected from the PC while using the app. If this does not resolve the problem, restart your handset then uninstall and re-install the application through Google Play Store.
Problem
You try to load the widget via the Android app drawer, but all you see is a 'Getting started' window with a close button.

Solution
Android widgets cannot be loaded by clicking the icon in the app drawer.

Instead you must long-press on your Android desktop and select 'widgets', followed by 'crystal widget' 'indoor plant widget' or 'tropical fish widget'. Multiple options will be available, such as 'Crystal Widget 2x1' etc, these indicate the size of widget. On newer versions of Android you will need to open the app drawer, then select the 'widgets' tab at the top and then select your widget.

A video tutorial is available here:
https://www.youtube.com/watch?v=wpiRZJyQphI
Problem
You have previously purchased our software via the Google Play Store, but have since changed your phone (or moved to a different Google account). The Play Store is now asking you to purchase the app again.

Solution
Your licence/purchase information is tied to the Google account that was used to make the original purchase, therefore all you need to do is add this old account to your new device. You can do this by following the steps below:
Open the Android app drawer (where your apps are) and choose 'Settings'.
Under 'Accounts', select Add account.
Select Google on the account list.
Choose add an existing Google Account.
Follow the sign in instructions and enter your original (purchasing) account details.
Load the Play Store and select your old account (the left hand panel slides out to reveal the user accounts on your device).
You should now be able to install the app again through the Play Store without re-purchasing.
In order to provide access to certain functionality, all applications must declare what permissions they require. Before installing users will be asked to explicitly accept these permissions. Below is an explanation of what permissions our apps require and what we use them for.

Crystal Guide Pocket Edition, Gem Carat Weight Calculator, Indoor Plant Guide Pocket Edition, Tropical Fish Guide Pocket Edition & Vet Nurse Quick Reference

View Network Connections - We use this to determine whether internet connectivity is available.
Full Network Access - We use this to check for version updates, in-app image searches via Google Images and to retrieve your application license from Google Play.
Google Play License Check - We use this to verify your purchase and to retrieve a license file, so that the app can be used offline.

Widgets

View Network Connections - We use this to determine whether internet connectivity is available.
Full Network Access - We use this to retrieve your application license from Google Play.
Google Play License Check - We use this to verify your purchase and to retrieve a license file, so that the app can be used offline.
Uninstallation is a simple process and leaves no remnants behind. Users can uninstall either via the Play Store or via Android's application management settings.

Using the Play Store:
Open the Play Store application.
Visit the app's store page by searching for the app name or by visiting the 'My Apps' section.
Press the 'Uninstall' button.

Within Android:
Note: some steps or labels may vary as certain devices organise the settings window differently.

Open Settings in your app list.
Select Apps (or applications) and view all apps.
Tap the app that you wish to uninstall
Press the 'Uninstall' button.



CONTACT US

Get in touch by email

https://www.markstevens.co.uk