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Illinois App, Troubleshooting

Troubleshooting steps for the Rokwire Illinois App.

I cannot find my test results in the app.

See: Illinois App, Viewing your Test Results.

Illini ID only shows UIN and not a photo, name, etc.

Illini ID requires an active, non-expired i-card. The app cannot retrieve your details if your i-card is expired. Please contact the Urbana ID Center to renew your i-card.

My Illinois app shows access denied, but the Boarding Pass website shows granted. What's wrong?

See: Illinois App, Incorrect Building Status.

After I complete two-factor authentication (2FA/Duo) when I log in to the Illinois app, it brings me back to login screen.

If you experience this "looping" issue when logging in, make sure your Illinois app is updated to version 3.0.63 or later. If you have the most current version, please try a different browser from the app store. You will need to go into settings and make the new browser your default (you should only have to do this once and can switch back).

This should remediate this particular login issue.

I am unable to check in my symptoms with the Illini app.

The Illinois app does not have the capability for users to take advantage of the Symptom Check-in.

I cannot find the Quarantine and Isolation feature in the Illinois app.

The Illinois app does not support Quarantine, Isolation and Contact Tracing notifications. 

Login Issues

See: Illinois App, Login problems and authentication loop


Get the Illinois App for your phone.

More info about the Illinois App.




Keywords:Illinois app rokwire rockwire building entry covid, wallet troubleshoot problem fix issue escalation authentication failed initialization anonymous authentication token illini id   Doc ID:114840
Owner:Thomas N.Group:University of Illinois Technology Services
Created:2021-11-12 15:01 CSTUpdated:2022-01-14 16:08 CST
Sites:University of Illinois Technology Services
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