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my Nextbase app empty screen every few days

Smithrd04
The my Nextbase app on my iPhone 13 works fine for about four or five days then when opening the app all I get is a blank screen. I then have to delete the app completely and then reinstall it. Just wondering if it is a common occurrence. Any help/advice appreciated. Thanks
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Comments

22 comments

Date Votes
  • Official comment
    Ryan H

    Hi Nigel 

    I'm sorry to hear that you're experiencing the same issue, are you using an Android phone or iPhone? 

    If battery optimisation is turned on, apps will be forced to close when not in use. This can cause MyNextbase Connect and/or Alexa to fail to connect automatically when you get into your vehicle.

    Note: If this process appears differently on your Android phone, refer to dontkillmyapp.com to receive more specific instructions for your make and model of smartphone.

    Follow these steps to get things working correctly.

    1. Enter the 'Settings' app.
    2. Select 'Apps'.
    3. Scroll down to 'MyNextbase', or type in 'MyNextbase' (to find it faster).
    4. Choose ‘Battery’.
    5. Ensure battery usage is set to 'Unrestricted'.
    6. If you have an Dash Cam with Alexa, repeat the steps listed above for the Alexa app (if applicable)
      Please note: If there is no option to select 'Unrestricted', ensure 'Allow background activity' is turned on instead.

    Please open a support ticket if the problem still occurs and we'll look into this for you. 

  • Richard

    Hi

    Thanks for getting in touch.

    1. Is the camera running the latest firmware version?
    2. Are you using wireless Apple CarPlay/ Android Auto?
    3. Do you have a VPN enabled?
    4. Do you have antivirus enabled?
    5. What's the current app version?

    Please follow the steps listed in this email to get things working again.

    PLEASE NOTE:

    • Following this process means that videos saved in the "Library" tab within the MyNextbase Connect app WILL BE DELETED. Please ensure you saved these files to your computer or laptop before proceeding if you wish to retain any files. 
    • Ensure your Dash Cam is plugged into a power supply throughout this process.

    Steps for Dash Cam:

    1. Stop the Dash Cam from recording by tapping on the flashing recording icon at the bottom left of the screen. 
    2. Tap the settings (cogwheel) icon that appears in the top left of the screen. 
    3. Select "Setup" to enter the setup menu. 
    4. Swipe across and tap on "Keep User Settings" tap "OFF" and tap OK. 
    5. Locate, then tap on "Default Settings", tap "Yes" and tap “OK” (Your Dash Cam will restart).

    Steps for iPhone

    1. Open “Settings” on the phone.
    2. Select “Bluetooth” to enter the Bluetooth settings
    3. Locate your Nextbase Dash Cam in the “paired devices” list.  
    4. select the "i" button on the right-hand side and “forget the device”.
    5. Delete the “MyNextbase Connect” App.  
    6. Restart your phone. 
    7. Reinstall “MyNextbase Connect” from the App store.

    Your Dash Cam will restart from factory settings. Now follow the first time setup process again to get connected, making sure you agree to all of the permissions requested by the app (Bluetooth, Wi-Fi, local network etc).

    Please visit our help centre article "Can't connect to MyNextbase my smartphone" if you would like to see images relating to each step of this process. When followed correctly (and in order) this process fixes most issues customers experience. 

    Can you please confirm that you have all of the necessary permissions enabled on your phone? 

    Our help centre article "MyNextbase Connect Permissions" walks you through the process of checking that all of the relevant permissions have been accepted by the user. Please visit this article and follow the instructions to ensure the app has been setup correctly. 

    Here you can see an example of the permissions page on both Android and iOS. If all of the permissions have not been accepted, you will be unable to gain full functionality of the MyNextbase app.

    After you have gone through this process, let us know if this has fixed your issue. 

     

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  • Nigel Mansfield

    Hi, I’m having the same issue, I’ve followed all the instructions, permissions etc as recommended, and the app still keeps going blank after a few days. I’m fed up of keep uninstalling and re-installing the app etc. Is this going to be fixed or am I going to have to abandon the app altogether? Thanks.

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  • dmarrsgant

    I have this same issue, I am very disappointed by this as the app is one of the selling points of the system

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  • Christine Walker

    I’ve also had this problem, no battery savings and have already linked and unlinked. Every few days can’t get onto app just a blank screen

    It’s really ruining my faith in nextbase added in the really slow upload times

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  • Michael Powell

    Like Christine Walker I’m having the same issues with the App and my iPhone 12. Not impressed

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  • Smithrd04

    Like some others I am still having issues and looking at my post above it was dated 4 months ago. At around that time I spoke to different people in Nextbase support who repeatedly told me they were working urgently on a fix for this issue. It’s really frustrating having to keep re downloading the app and THEN setting it all up again.

    1
  • Rodinhooky

    I'm having the same issue with the App and my iPhone SE - has anyone been given a fix date?

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  • Nicole Johnson

    I have only just set up my next base app today for the 322GW and I am already having the same problem. I try to open the app and it’s just a blank screen and nothing loads. Unable to get my footage or see the live cam view. Now have to do what others have done which is delete and re download… Therefore, I have the latest version of the app so the ‘update’ you mention has not fixed anything. The day I set it up and issues with the app already.

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  • Justin

    I'm having the exact same issue with my iPhone 15.

    I connect the app to the camera and all works fine, then a day or two later when l open the app l just get a blank screen with no way to connect back to the camera.

    The app is up to date, l have version 2024.1.0

    I've forced close the app and restarted my phone, neither helped get the app working.

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  • Mike

    Hello,

    I am very sorry that you have continued to experience issues with the app.

    Our development team are still looking into the issue, and I really do hope that we can have this resolved, as soon as possible. 

    If you have not done so already, could I please ask you to contact our support team on support@nextbase.co.uk, so that we can gather some details from you. 

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  • Bikal Gurung

    Hi there, I’m having the same issue. I have an iPhone and everytime I select the NextBase App, there is always a bluescreen on the app and nothing happens. I then delete the app and re-download the app from the App store again and it works for a few hours but when I go back in again, the same thing happens again. So frustrating

    1
  • James

    Hello Bikal,

    I am very sorry that you have continued to experience issues with the app.

    Our development team are still looking into the issue, and I really do hope that we can have this resolved, as soon as possible. 

    If you have not done so already, could I please ask you to contact our support team on support@nextbase.co.uk, so that we can gather some details from you.

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  • Jamez

    I don't go into the MyNextBase app on my iPhone very often, but today I did, and I also got the Blue Screen.  I was able to get the app to work by repeatedly turning off VPN in Settings, trying the app, force-closing the app (not just force it into the background), turning off VPN again, and repeat.
    For some reason, VPN keeps switching ON.  I must have started MyNextBase app before VPN turned back on.

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  • Richard

    I am having exactly the same issue. I reached out to the support team, provided all the information that was requested and got no response back. I have emailed them 3 times and still no response. Its disgusting that we can spend this much money and just be completely and utterly ignored.

    2
  • James

    Hello Richard

    Thanks for providing the information.

    This has been submitted to our development team to be able to investigate.

     

    Kind regards

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  • Luke

    Hello,

    I am having the same issue with the device app just being a blank screen. As a matter of fact, I’ve never had satisfactory use of the camera or the app. The camera operating system is very poor, and difficult to navigate and the app is glitchy and often not functional at all. Trying to access and download video clips is at best incredibly time consuming and frustrating and at worst impossible. I’m just as annoyed and frankly disgusted as everyone else on this thread.

    2
  • Richard

    You need a development team to figure out how to respond to an email?

    0
  • James

    Hello Luke,

    I am very sorry to hear that you are experiencing these errors.

    Our development team are still looking into the issue, and I really do hope that we can have this resolved very soon.

    If you haven't emailed us about this, could you do so, so we can submit your case.

     

    Kind regards

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  • Louise Mcbarron

    I’m also having this issue, sick of uninstalling and installing every other day!
    Do we have a fix yet? Not really good enough that it’s been going on this long

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  • James

    Hello Louise

     

    We are testing this issue and actively looking for a fix.

    If you haven't already, could you email us about this issue?

     

    Kind regards

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  • Amanda
    • Edited

    I am also having this issue. Has happened several times now, the few times I have wanted to look at footage. I have an iPhone 11. Blank screen on app when dashcam plugged in and app opened. Have to delete app and reinstall. Go through all the set up again. Now I am finding the dashcam freezes whilst downloading the thumbnails. I have emailed support and await your response.

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