Locating device information

Our Technical Support Team will assist you with any issues you are experiencing on EP. Issues can be specific to the device you are using; this article shows you how to locate specific device information to pass on to our team!

Locating your EP App version number

In order to troubleshoot an issue, you may be asked to provide your EP App version number. Here’s how to find this information:

iOS (iPhone & iPad)

1. Open your Settings app.
2. Tap into the General tab, then iPhone storage or iPad storage.
3. Tap into the EP App (teacher or student).
4. Here you are shown app information, including the version number. Pass this along to our team!

Android Devices

1. Open the Play Store app.
2. Navigate to the EP Student App.
3. Tap the drop down arrow next to What’s New.
4. Here you are shown your version number. Pass this along to our team!

Updating the EP App

External Update

It’s important to ensure that you’re using the latest version of the EP App, as our team are frequently making improvements. 

iOS (iPhone & iPad)

1. Open the App Store.
2. Tap your profile icon at the top of the screen.
3. Any pending updates will be displayed. Tap update next to the EP Student or EP Teacher App (or tap update all).

Android Devices

1. Open the Play Store app.
2. Navigate to the EP Student App.
3. Tap your profile icon at the top, and then Manage apps and device.
4. Available updates will be displayed. You can choose to Update all, or tap into the updates tab and manually update specific apps.

We recommend enabling automatic updates for the student and teacher EP apps, as this keeps you fully up to date with the latest releases! Enable this using Apple’s guide here, or this Android guide.

Internal Update

The EP Student App for iOS (iPhone and iPad) also updates internally when you are using it. Our Technical Support Team may ask you to trigger an internal update to ensure everything's working correctly. Here's how:

1. Force close the EP Student app.
2. Re-open the app.
3. Stay at the login screen for 20-30 seconds until the screen appears to refresh.
4. Once this occurs, the app will have updated (If not, you will already be on the latest version).

Locating your device info

Device information can help our team to identify whether an issue is being caused by a specific device, or something else!

iOS (iPhone & iPad)

1. Navigate to your Settings app.
2. Tap into the General tab, then About.
   1. Here you’ll see your current software version, as well as the device’s model name. 
3. Pass this information along to us!

Apple’s guide on this can be found here.

MacOS (other Apple devices, including macbooks)

1. Click the Apple icon in the top left corner.
2. Click About this Mac.
   1. You’ll be shown information including your current software version, and the device’s model.
3. Pass this information along to us!

Apple’s guide on this can be found here.

Android Devices

Android instructions vary from one device to another, however, the information is usually located in a similar place.

1. Navigate to your Settings app.
2. Tap into the About phone tab.
3. Your model name and number will be displayed. 
4. Tap into the Software information tab to display your software information.
5. Pass the information from the above steps to our team.

Samsung’s guide on locating this information is found here.

You can take a screenshot of your device information and send it to us, instead of typing it out.

Updating your device

Similar to keeping your EP App up to date, we recommend keeping your device updated to the latest software to keep your experience as seamless as possible. Here’s how:

iOS (iPhone & iPad)

1. Navigate to your Settings app.
2. Tap into the General tab, then Software Update.
3. If there’s an update available, tap Update.

Apple’s guide on this can be found here.

MacOS (other Apple devices, including macbooks)

1. Click the Apple icon in the top left corner.
2. Click System Preferences, and then Software Update.
3. Available updates will be displayed. Click Update Now to update.

Apple’s guide on this can be found here.

Android Devices

1. Navigate to your Settings app.
2. Tap into the Software update tab.
3. If there’s an update available, tap Update.

We recommend enabling automatic updates for your device. Information on how to enable this can be found here for Apple devices. Most Android devices update automatically already!

Device Requirements

To ensure the best possible experience while using EP, use a device that meets our minimum requirements. See which devices and browsers are supported in our guide here.

Device not covered in this article? Contact us for further assistance.