SavvyShares
Menu

(OLD) SavvyConnect Troubleshooting

You’ve come to the right place for help troubling shooting SavvyConnect.  

What can we help you with today?

Installing SavvyConnect

SavvyConnect is a market research application that allows you to share your data as you browse the web. Installation is easy, and your data is secure and anonymous.

Install SavvyConnect

You will be asked to log into your account.

For installation information on other browsers, please go here.

Uninstalling SavvyConnect

Please select your browser or device type

Chrome

  • At the top right, click on the “Customize and control” menu icon
  • Near the bottom, click “More Tools”
  • Select “Extensions” from the side menu
  • Based on what version is installed locate either SavvyConnect Express Extension or SavvyConnect by SavvyShares extension
  • Click “Remove”

Microsoft Edge

  • Open the Microsoft Edge browser “Settings and more” menu, then select the Extensions
  • Locate the SavvyConnect Express extension
  • Select “Remove”

Firefox

  • Click the menu button and choose “Add-ons”
  • In the Add-ons Manager tab, select the “Extensions” panel
  • Locate the SavvyConnect Express Extension
  • Click the “3-dotted” icon for the SavvyConnect Express extension and select “Remove”

Android

  • Open “Settings”
  • Tap “Apps” and/or “Application Manager”
  • Tap the “SavvyConnect” App
  • Tap “Uninstall”

Note that even after uninstalling the application, a few harmless application settings will be left on the device. Although these settings will not impact your device, you can follow these steps to fully remove them:

  • Open “Settings” and select “Security”
  • Tap “Encryption & credentials”
  • Tap “Trusted Credentials”
  • Tap “User” tab
  • Remove the “Luth CA” certificate

iOS (iPhone or iPad)

  • Touch and hold your finger on the “SavvyConnect” application to open the quick actions menu
  • Tap the “Remove” option
  • Tap “Delete App”

Once the SavvyConnect profiles are deleted, the VPN symbol will be removed from the status bar and the application icon will be removed from the home screen.
Note that even after uninstalling the application, a few harmless application settings will be left on the device. Although these settings will not impact your device, you can follow these steps to fully remove them:

  • Tap the “Settings” icon
  • Tap “General” and then “Profile”
  • Tap the right arrow next to the “SavvyConnect Mobile” profile
  • Tap “Remove” Profile
  • Tap “Delete” again to confirm removal of the SavvyConnect profile

Important: Don’t remove the SavvyConnect Mobile profile before removing the SavvyConnect mobile app or you will begin receiving error messages related to “server identity warnings.” If you encounter these errors, you will lose internet connectivity until the app is fully removed.

Activity and Connection

Issues of activity and connection are often related to ensuring you are logged into SavvyConnect or have enable sharing of data.

Please select your browser or device type

Chrome

Open Google Chrome.

Pin the SavvyConnect by SavvyShares extension to the Chrome browser.

Once pinned, open SavvyConnect by SavvyShares by click on the extension’s icon.

Immediately after adding the SavvyConnect by SavvyShares extension to Chrome you will be asked to login via the extension’s HTML page.

  • When prompted please login using your SavvyShares email and password
  • If so, please login and it should resolve your inactivity

Note: If the Login page can’t be found, please reinstall the extension.

Check the SavvyConnect by SavvyShares switch is On.

  • Toggle On (Green)
  • Toggle Off (Grey)

Note: Web tracking can be toggled on/off from any of the SavvyConnect by SavvyShares extension pages (Help, My Opportunities, and Status).

If you do not see the SavvyConnect by SavvyShares icon, visit the SavvyConnect page and click on the Install button.

Microsoft Edge

Open Microsoft Edge.

If the SavvyConnect Express icon is listed at the top right corner of the page:

  • When prompted please login using your SavvyShares email and password
  • If so, please login and it should resolve your inactivity

If the SavvyConnect Express icon is not listed at the top right corner of the page:

  • Open the Settings and More menu by clicking the button with three dots located in the top right section of the Edge browser window

Check to see if it is disabled by selecting “Extensions” from the menu. If, please enabled which should resolve inactivity.

  • Toggle Enabled
  • Toggle Disabled

If you do not see the SavvyConnect Extension icon, visit the SavvyConnect page and click on the Install button.

Firefox

Open Firefox.

If the SavvyConnect Express icon is listed at the top right corner of the page:

  • When prompted please login using your SavvyShares email and password
  • If so, please login and it should resolve your inactivity

If the SavvyConnect Express icon is not listed at the top right corner of the page:

  • Click on three horizontal lines
  • Then select Add-ons
  • Then Select Extensions
  • If you do not see SavvyConnect Express as one of your extensions, search for it and add it
  • If SavvyConnect Express is listed, take the outlined steps to enable it

Check to see if it is disabled by selecting “Extensions” from the menu. If disabled, please enabled to resolve activity.

  • Enabled
  • Disabled

If you do not see the SavvyConnect Extension icon, visit the SavvyConnect page and click on the Install button.

Safari

The Safari browser is not currently compatible with SavvyConnect. You can use Google, Chrome or Firefox to remain active with SavvyConnect on your Mac.

Android

Open SavvyConnect App.

Wait for the Connection Status to display check the status of “Connected,” including a green check mark.

If green check mark does not appear, tap menu (three horizontal lines) in the upper left corner. Then tap on Connection Status.

The SavvyConnect VPN should reconnect during the transition between Wi-Fi or mobile connections. Simply check the SavvyConnect app’s Connection Status.

If the status connection is anything other than connected, please contact technical support at support@savvyshares.com.

To get SavvyConnect, visit the SavvyConnect page and click on the Install button.

Android OS 5.0 and below – Restart required

Android OS 5.0 and below users, a prompt will appear asking if you ‘trust’ the application each time the device is restarted. This prompt must be confirmed for SavvyConnect to function.

iOS (iPhone or iPad)

Check SavvyConnect’s Connection Status from inside of the app.

Please launch the SavvyConnect app by tapping on the SavvyConnect icon check the Status page to ensure all services are enabled. If 1 of the 3 in-app services are shown with a yellow background (X), tap on the service(s) to resolve.

Here are steps to address each of these:

Check VPN Status Issues

VPN on Demand allows the SavvyConnect VPN to connect when traveling between cellular towers or Wi-Fi signals.

Connect on Demand

From your iOS device, select Settings > General > VPN > tap the (i) icon shown on the SavvyConnect Mobile VPN profile. Confirm whether Connect on Demand is enabled and if not, please enable.

Allow Background Refresh

Allowing background refresh can help resolve some issues. From your iOS device, select Settings > General > Background App Refresh > Allow SavvyConnect to refresh while on Wi-Fi or cellular in the background.


For Location service Issue

  • Tap “Settings”
  • Tap “Privacy”
  • Tap “Location Services”
  • Tap “SavvyConnect”
  • Under “Allow Location Access”, tap “Always”

For Notifications service Issue

  • Tap “Settings”
  • Tap “Notifications”
  • Select “SavvyConnect”
  • Enable “Allow Notifications”

For assistance with other questions please visit our FAQs or contact our support team.