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An innovative mobile update is causing stability issues. How do you handle the fallout?

When a new mobile update leads to stability issues, it can be frustrating for users and developers alike. Here’s how to address the fallout:

  • Communicate transparently: Inform users about the issue and the steps being taken to resolve it.

  • Roll back the update if needed: Sometimes reverting to the previous stable version can be the quickest fix.

  • Provide support channels: Ensure users can easily report problems and get assistance.

How do you handle mobile update issues? Share your strategies.

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An innovative mobile update is causing stability issues. How do you handle the fallout?

When a new mobile update leads to stability issues, it can be frustrating for users and developers alike. Here’s how to address the fallout:

  • Communicate transparently: Inform users about the issue and the steps being taken to resolve it.

  • Roll back the update if needed: Sometimes reverting to the previous stable version can be the quickest fix.

  • Provide support channels: Ensure users can easily report problems and get assistance.

How do you handle mobile update issues? Share your strategies.

Add your perspective
Help others by sharing more (125 characters min.)
35 answers
  • Contributor profile photo
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    Sanjul Saxena

    Leader in Delivery and Custom Solutions | Specializing in Cloud Transformation, Data, and AI

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    Been there. It is difficult situation and level head is needed. 1. Communicate and Communicate: Update stake holders and customers, tell them when can they expect a resolution. Communicate frequently at an appropriate frequency usually 2-3 hours till fix is done. 2. Analysis and Strategize Solution: Get your best on it. What is the problem, is there a immediate work around for example software configuration, scaling, revert etc.? Reverting back should be last option. 3. Long Term Solution: Find out root cause; address root cause. Make your software reliable and resilient. 4. Lesson Learnt and Thank you: Do a retrospective. Learn the lesson. Even if it is somebody's mistake, the team rallied around the challenge, we need to thank them.

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    Misbah 🇵🇰

    Full Stack Developer | React | React native | Gen ai | Kotlin | IoT | Embedded Systems

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    Here's my take: 1. Acknowledge the issue: Inform users through social media, in-app notifications, and email. 2. Apologize and reassure: Explain the cause and assure users that a fix is being worked on. 3. Provide workaround (if possible): Offer temporary solutions to mitigate the impact.

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    Sardul Dabas

    Seasoned Product Management Professional | Digital Products & Platforms

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    1. Revert to the previous version ASAP if possible. 2. Send a notice (email or text) to the users, explaing the issue and requesting not to panic. 3. Highlight the issue in the description on the app page at the playstore/appstore. 4. Many users (especially paid ones) may tend to reach out to the support. There too highlight the issue and resolution time. (E.g. auto email if someone writes to support email.

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    6
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    Mohamed Kamal

    IT and Telecom Executive | People Director at TRIO Services

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    It all turns around Change Management (CM) effectiveness and best practices. Below are my 2 cents: - Software or hardware updates are inevitable in Mobile networks. - It all starts from design: Are you resilient enough? Are fallback scenarios available and tested? Are service recovery procedures available and tested? Are the right experts, knowledge base, and escalation paths available and handy? If answer to all these questions is YES, then you are less likely to go through service impacting issues. - CM must be an organizational embedded culture / discipline. - Yet, remains remote possibility of error (majorly due to human judgmental errors) that can cause unplanned outages. - Most important in such situation is efficient communication.

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    5
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    Javier Lopez Cachaña

    Subgerente PMO Acceso | Líder en Gestión de Proyectos Estratégicos y Telecomunicaciones | Especialista en 5G, Transformación Digital y Optimización de Procesos

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    When dealing with stability issues after a mobile update, my approach is grounded in clear communication, swift action, and strong user support: Transparent Communication: I make it a priority to inform users promptly about the issue, explaining what’s happening and the steps we’re taking to fix it. This helps manage expectations and maintains trust. Rollback if Necessary: If the problem is severe, rolling back to a stable version is often the best course of action to minimize disruption while the issue is addressed. Strengthen Support Channels: Ensuring users have an easy way to report issues and get updates is critical. Proactive support can turn a negative experience into a manageable one.

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    5
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    Niaz Malik

    Former CEO of a leading Telecom turned Inspirational Speaker | Paralyzed in life-altering accident at 40 | CEO Coach | Leadership Mentor | Mental Health Advocate | Disruptive Leadership | Resilience & Resolve

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    When a mobile update causes stability problems, quick and thoughtful action is key. Start by acknowledging the issue publicly and apologizing for the inconvenience, showing users you value their trust. Deploy a temporary patch to stabilize critical features while working on a permanent fix. Keep communication open through notifications and updates, ensuring users feel informed. Offer troubleshooting tips or compensation, like free features or extended trials, to ease frustrations. By acting promptly and showing empathy, you can rebuild confidence in your service.

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    5
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    Shaik Mohammed Sameer

    Associate Specalist - Technology @ Synechron | Android Jetpack, Kotlin Coroutines, KMP, Flutter

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    The tone should be professional, empathetic, and solution-oriented: 1. Acknowledging the issue promptly 2. Assess the scope and prioritize fixing the most disruptive bugs first, ensuring that the most critical problems are addressed immediately. 3. Deploy quick patches 4. Learn from the experience

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    3
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    Janilson Bezerra Junior

    Driving Innovation & Growth | Digital Transformation | Business Development Leader

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    Mobile networks are complex systems requiring careful planning, testing, and backward compatibility checks before rollouts to minimize issues. Despite these efforts, failures may still occur, making a well-defined rollout strategy essential. Starting with small, controlled deployments allows for monitoring, impact assessment, and a quicker scale-up once successful. Effective communication, both internal and external, is critical during updates, involving call centers, social media monitoring, and CRM alignment. Operationally, having two action plans—a dedicated problem-solving team and a fallback strategy—is key to addressing issues promptly.

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    3
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    Antonio Fernández-Luna Pont

    Escritor & Técnico IT

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    Si es una actualización de firmware, mandar circular a los clientes para que la retrasen lo mayor posible. No instalándola, el fabricante tendrá tiempo de ver su metedura de pata y arreglarlo con algún parche posterior (que ya debería estar disponible si has tardado lo suficiente en instalarla). En el peor de los casos, tener listo el firmware anterior para ponérselo en un Odin y backup de datos antes de empezar a freír ^^

    Translated
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    Yannis Moniaros

    Ethniki Insurance | Digital Transformation | Data & AI | Data Governance

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    When a mobile update causes stability issues, I act swiftly and decisively to minimize impact. First, I communicate transparently with users, outlining the issue and our resolution plan. If necessary, I roll back to a stable version to restore functionality quickly. Simultaneously, I mobilize the team to diagnose root causes and implement fixes, ensuring quality control. Clear support channels are set up to address user concerns promptly and gather feedback. This focused, transparent approach reassures stakeholders and reinforces trust while driving a rapid and effective resolution.

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