Tech Forum Archive

Circles and Gospel Living sign in issue

29 postsstarted by rem1701e 10,008 viewsoriginal topic

rem1701e
New Member
#1
I have been trying to get my 10-year old signed into the Gospel Living app. At first it signed him in but would not populate his name and info under “My Profile”. Circles would just sit saying they were being setup. I signed him out and since we get a message “Oops! Sign in failed for an unknown reason. Please try again.”

This in on an iPad running 13.3.1. I have tried on another iPad with the same results.

He is able to sign into Gospel Library, Tools, FamilySearch Tree and the Church website just fine.
Ray Merritt
Jerome 2nd Ward
2nd Councilor
russellhltn
Community Administrator
#2
Does iOS have the option to completely delete all data out of an app? If so, I'd do that and try again.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

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rem1701e
New Member
#3
It does and I have tried that. Still get the same message.
Ray Merritt
Jerome 2nd Ward
2nd Councilor
russellhltn
Community Administrator
#4
Does your password contain any symbols or punctuation? Anything besides just letters and numbers? The app may not encode them properly.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
rem1701e
New Member
#5
It does use punctuation.
Ray Merritt
Jerome 2nd Ward
2nd Councilor
rem1701e
New Member
#6
But I have another child that’s password also includes the same punctuation and he is able to login just fine. Could this be age related?
Ray Merritt
Jerome 2nd Ward
2nd Councilor
davesudweeks
Senior Member
#7
rem1701e wrote:But I have another child that’s password also includes the same punctuation and he is able to login just fine. Could this be age related?
I'm older (empty nester, youngest kids returned from missions in 2018) and I can get in just fine. My PW does not include punctuation or special characters, but I don't think age is an issue. Due to my calling, I don't have access to any current circles except my immediate household.
russellhltn
Community Administrator
#8
rem1701e wrote:But I have another child that’s password also includes the same punctuation and he is able to login just fine. Could this be age related?
Not age. Punctuation can do strange things. It's possible the other child has something around it so the system understands it correctly.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
scgallafent
Church Employee
#9
russellhltn wrote:
rem1701e wrote:But I have another child that’s password also includes the same punctuation and he is able to login just fine. Could this be age related?
Not age. Punctuation can do strange things. It's possible the other child has something around it so the system understands it correctly.
I have also seen situations on Android where the keyboard automatically inserts a space after certain punctuation characters so that there is an unintended space in the password that is sent.
rem1701e
New Member
#10
I am on iOS. I am using the iOS keychain username and password autofill, which has worked with other church apps and the church website just fine.
Ray Merritt
Jerome 2nd Ward
2nd Councilor
lsgodfrey
New Member
#11
I am running IPADOS 13.3.1 (purchased new ipad for parents so that they could access Gospel library, etc). Have downloaded Gospel library three times and tried to open a dozen different times and it continues to hang on openning on the moroni statue image for 20 seconds then closes.

This is one of the closest issues I have found. I upgraded to new ipad as parents were using an out of date ipdad and couldn't access gospel library. Can anyone help
russellhltn
Community Administrator
#12
Are they running any kind of "safer internet" filter? This post specifically calls out "Verizon Smart Family and Circle" as a culprit.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

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hansen_428
New Member
#13
I am also having similar issues with my daughter’s account. But it doesn’t sign her into LDS tools either and same error reading. I also checked with her church account and she can sign in just fine and shows her membership number. She does have a symbol in her password as do I, but I can sign in just fine. She, however, cannot. Has anyone resolved this yet?
rannetk
New Member
#14
My daughter is having the same issue. She signs in just fine to Gospel Library and other apps. She “signs in” to Gospel Living but the app does not populate her information and she cannot get into circles. Exact same description as original post. She does not have any punctuation in her password. Just letters and numbers. She tried on numerous iPads and iPhones. My wife and I, and our other children, can all log in and see our circles on the same devices. Any help?!
russellhltn
Community Administrator
#15
rannetk wrote:She signs in just fine to Gospel Library and other apps.
When you say "other apps", does that include Member Tools? I'm looking for signs that the account is associated with her membership record.

If it wasn't, that would explain a lot.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
rannetk
New Member
#16
russellhltn wrote:
rannetk wrote:She signs in just fine to Gospel Library and other apps.
When you say "other apps", does that include Member Tools? I'm looking for signs that the account is associated with her membership record.

If it wasn't, that would explain a lot.
That was the problem. Whoever set her up did not enter her membership number. We are good to go! Thank you for your help.
shearerj
New Member
#17
I am a ward Clerk and some members of my ward are having issues getti g their church account synced with the gospel living app (specifically mbers of the relief society presidency who need it for announcements and updates). Is there a guide to troubleshooting for clerks? All that their app says is see ward clerk.
russellhltn
Community Administrator
#18
shearerj wrote: Sun Nov 10, 2024 11:15 am I am a ward Clerk and some members of my ward are having issues getti g their church account synced with the gospel living app (specifically mbers of the relief society presidency who need it for announcements and updates). Is there a guide to troubleshooting for clerks? All that their app says is see ward clerk.
Here's what I'd suggest:
- Make sure they're running the current version of GL. It's possible their device is too old for the current version. At the moment, that seems to be Android 8.0 or iOS 16.4.
- Ask them to verify the church account has their MRN and it matches your records.
- Verify they are properly recorded in their callings using a standard position (not custom).
- Try uninstalling, rebooting, and re-installing.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
pu239u235
New Member
#19
We have a new family in our ward that is experiencing the "no circles" issue. Circles is fine on my own device so I purged GL on my device completely, reloaded it and had the mother sign into GL on my device. Circles still failed to populate for her while it works flawlessly for my own account. It is apparent that this is very likely an issue with what ever process initializes a members account to work with circles.

Our ward and members with leadership callings depend on this app working correctly. This really needs to be resolved.

Thank you... D Keath
russellhltn
Community Administrator
#20
pu239u235 wrote: Sun Jan 19, 2025 10:55 am We have a new family in our ward that is experiencing the "no circles" issue.
Make sure their records are in the ward. If they've not used Tools or Circles before, verify they have their MRN on their membership account and that it matches their records.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
jagflynn
New Member
#21
That was the problem. Whoever set her up did not enter her membership number. We are good to go! Thank you for your help.
How do you enter the membership number into Circles?
jagflynn@hotmail.com
jdlessley
Community Moderators
#22
jagflynn wrote: Sun Jan 26, 2025 2:41 pm How do you enter the membership number into Circles?
Their Church Account that needs their MRN entered into the profile. The Church Account provides membership status to the Gospel Living app.
JD Lessley
Have you tried finding your answer on the ChurchofJesusChrist.org Help Center or Tech Wiki?
pu239u235
New Member
#23
I have verified the members MRN is indeed entered into their account profile and is correct. This individual and another family member are new members. They are logged into the other apps with no apparent issues however circles is failing to populate. Again; I had them log into GL on my device which works fine with circles with my own account but is still not working for theirs. It does not appear on the surface to be OS or hardware related.

Can a developer view the raw data fields to see if any inappropriate characters exist in cases such as this? Is there an input mask on the web site or in the apps? What if the person enters the dashes in their MRN?

This is keeping some of our new members from participating in circles.

Thank you, D Keath
davesudweeks
Senior Member
#24
pu239u235 wrote: Mon Jan 27, 2025 6:26 am I have verified the members MRN is indeed entered into their account profile and is correct. This individual and another family member are new members. They are logged into the other apps with no apparent issues however circles is failing to populate. Again; I had them log into GL on my device which works fine with circles with my own account but is still not working for theirs. It does not appear on the surface to be OS or hardware related.

Can a developer view the raw data fields to see if any inappropriate characters exist in cases such as this? Is there an input mask on the web site or in the apps? What if the person enters the dashes in their MRN?

This is keeping some of our new members from participating in circles.

Thank you, D Keath
The feedback link (Settings | Send Feedback) in the Gospel Living app will allow them to explain the problem and provide the developers with information about their device so they can troubleshoot.
russellhltn
Community Administrator
#25
A couple of checks. Does Member Tools work under their account? There's a possibility their MRN isn't in any ward.

Does the login/password contain any punctuation characters? The app may not be handling them right causing the login to fail.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
pu239u235
New Member
#26
For these particular new members logging into GL does not appear to be failing. It is circles that is not populating. It is getting stuck on that function; never finishing the task.

I have checked their records; their MRN and records are associated with the correct stake and ward. There are no other apparent issues.

I am checking with them today to see if they were sent confirmation emails when they created the accounts.

Thank you, D Keath
russellhltn
Community Administrator
#27
Keep in mind that Gospel Library is open to non-members and doesn't care what ward someone is in. A better test would be Member Tools.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
jdlessley
Community Moderators
#28
russellhltn wrote: Tue Jan 28, 2025 10:56 am Keep in mind that Gospel Library is open to non-members and doesn't care what ward someone is in. A better test would be Member Tools.
This thread topic is about the Gospel Living application rather than the Gospel Library application. Gospel Living, to my knowledge, has not been opened to nonmember use.
JD Lessley
Have you tried finding your answer on the ChurchofJesusChrist.org Help Center or Tech Wiki?
russellhltn
Community Administrator
#29
Ok, I misread as he was saying that Gospel Library worked, so Circles should work as well.

I just tested and I can sign into Gospel Living with a non-member account. The Circles themselves won't populate. I can back up and get the rest of the app working. When I then try to switch to circles, to invites me to add my MRN. So there is limited functionality in Living for non-members.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.