Why can't I update an app?

While we are the developer of Proloquo2Go, Proloquo4Text, Pictello, Keeble, Keedogo, Keedogo Plus, and News-2-You, the apps are exclusively sold by Apple through the App Store. Please know we are not involved in the technical aspects of iOS devices, iTunes, Apple IDs, iCloud, and downloading. If you are having issues updating an app, we can offer you some tips. However, if your problem continues, you will have to contact iTunes Support, Apple Technical Support, or visit a local Apple Retail Store as they are best equipped to handle such issues.

If you are having issues updating an app, please try the following:

Make sure you are logged into the same iTunes account that you used to purchase the app 

Although the App Store may show an update is available, you need to be logged into the original Apple ID that you used to purchase the app to be able to download any updates. Be sure you are using the same Apple ID.

You can check your App Store purchase history to see if the Apple ID you are using was used to purchase an app. To do so, open the App Store app on your device, tap Purchased in the bottom toolbar, and see if the app is listed.

For instructions on updating Proloquo2Go, please see: How do I update to a new version of Proloquo2Go?

For instructions on updating Proloquo4Text, please see: How do I update to a new version of Proloquo4Text?

Make sure you have restrictions turned off

iOS (the operating system that is on all iPhone, iPad, and iPod touch models) has restrictions that allow you to block access to various features, one of which is installing apps. If this is toggled OFF, you will not be able to download or sync apps. To enable installing apps, go to the Settings app on your device's home screen, tap General, scroll down, tap Restrictions, tap Disable Restrictions, and then enter your four-digit passcode. Then, make sure Installing Apps is set to ON/Green.

If you are updating an app directly on your device, make sure you are connected to WiFi

To make sure you are connected to WiFi, go to the Settings app on your device's home screen, tap Wi-Fi and make sure Wi-Fi is toggled ON and you are connected to a wireless network.

Try updating on a different internet connection

If you receive an iTunes error that you cannot download an app update at this time, you may consider bringing your device or computer to a location that has WiFi and try updating there.

Make sure your device has enough free space to install an app update

As our apps take up about 200MB to 600MB of space, it is best to keep about 5GB of free space available on your device to install an app update. If you do not have this amount of free space, you will have to delete content from your device to make room available.

To view your device's free space on the device itself, go to the Settings app on your device's home screen, tap General, tap About, and then view the amount to the right of Available.

Try restarting your device

To restart your device, hold its Home and Power buttons together until the Apple logo appears. Then try updating your app.

Although troubleshooting update problems can be difficult due to the wide range of factors at play, the above steps should be a good starting point in helping to resolve issues with updating an app. If you have any questions, feel free to email Support@AssistiveWare.com, though Apple is ultimately the best resource for addressing update issues.

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