Hi! I understand you're seeing a large brown box instead of the actual image when you try to download a picture from the NYC ACCESS HRA app on your Kindle (Android 9). Let's see if we can get that fixed for you.

Just to clarify a bit—when you say the picture is visible before downloading, do you mean the image displays correctly when you’re just viewing it inside the app, but after you tap download, it turns into a brown box? Also, does this happen with every image you try to download, or only specific ones?

Assuming this is exactly the issue, here are some steps we can try:

1. Check App Updates: Make sure your ACCESS HRA app is up to date. Sometimes image-related bugs get fixed in newer versions.

2. Clear App Cache:
- Go to your Kindle Settings > Apps > ACCESS HRA.
- Tap on Storage and then Clear Cache.
This often fixes temporary data glitches related to image rendering.

3. Re-download the Image:
- After clearing the cache, try downloading the image again.
- Ensure you have enough storage space on your device, as low storage can interfere with file downloads.

4. Try Viewing the Image in a Different App:
- After downloading, open the image using a different photo viewer on your Kindle to check if the issue is with the ACCESS HRA app or the image file itself.

5. File Format Issue:
- Sometimes, the app downloads a file with an incompatible or corrupted format.
- Check if the image file has an unusual extension or size (very small size can indicate a corrupted file).

6. Device Compatibility:
- Since your Kindle runs Android 9, verify if ACCESS HRA has any known compatibility issues with this OS version from their official support (you can also contact them at [email protected] if needed).

If after these steps you still see the brown box instead of the image, it might be a bug with how the app handles image downloads on your device version. In that case, contacting ACCESS HRA Mobile Support would be the best course to report the issue and get specific help6.

Let me know how it goes or if you want me to guide you through any of these steps! Are you satisfied with this solution so far?

I've been using my android phone. The pis is ok until I try to send. In a few instances I was able to view part of the pic bit not the whole

Thanks for clarifying that the pictures look okay when you view them on your Android phone, but when you try to send or upload them through the NYC ACCESS HRA app, sometimes the image only partially shows or turns into that brown box you mentioned. That helps narrow things down.

This type of problem often happens due to how the app processes images before sending, especially on Android devices running older versions like yours (Android 9). It might crop or compress the image improperly, or there could be trouble with certain file formats or image sizes.

Here’s what I recommend trying to resolve this:

1. Resize or Compress the Image Before Uploading:
- Use a photo app or free image compressor on your phone to reduce the file size slightly.
- Large images sometimes get corrupted or only partially uploaded by apps with limited memory handling.

2. Take a Fresh Photo from the App:
- Instead of uploading an existing photo, try taking a photo directly inside the ACCESS HRA app’s document upload feature.
- This usually ensures the app handles the image correctly.

3. Clear App Cache and Data:
- Go to Settings > Apps > ACCESS HRA > Storage.
- Tap Clear Cache and Clear Data (note: clearing data may log you out, so have your login info handy).
- Relaunch the app and attempt the upload again.

4. Use JPEG Format:
- Make sure the photo is saved in JPEG (.jpg) format since some apps have trouble with PNG or other formats.

5. Update or Reinstall the App:
- Check the Google Play Store for updates.
- If the problem persists, uninstall and reinstall the ACCESS HRA app to refresh its components.

6. Check Network Connection:
- Ensure you have a stable internet connection when uploading. Interruptions can cause incomplete uploads.

If after trying these steps the issue remains, it might be a known app limitation or bug, especially regarding how the app handles photos on your device’s OS version. Users have reported challenges uploading documents, and the ACCESS HRA support team may be able to assist directly: [email protected] 7.

Would you like me to help walk you through any of these steps? Are you satisfied with this guidance so far?

Ill try. I'm not that phones / computer literate. Thank you

Hi! I’m glad you reached out for a beginner’s guide to the NYC ACCESS HRA app. It’s great that you want to get comfortable with using it. The ACCESS HRA app helps you apply for benefits, submit documents, and manage your case right from your phone or tablet.

To get started smoothly, here are some helpful resources and a quick beginner overview designed just for new users like you:

### Beginner’s Overview for ACCESS HRA App:
1. Create or Log In to Your Account:
You’ll need an ACCESS HRA account to use the app. You can create one on their website or directly in the app. This lets you securely access your case information.

2. Navigate the Home Screen:
The home page shows your current case status, alerts, documents to upload, and upcoming recertification dates.

3. Uploading Documents:
Use the “Upload Documents” feature to send any paperwork needed. You can take a photo or upload a saved image from your device.

4. Check Case Status:
View updates on your SNAP, Cash Assistance, or other benefits status anytime.

5. Recertification and Notifications:
Receive reminders for recertification, appointments, and any outstanding requirements.

### Useful Beginner Resources:
- ACCESS HRA User Guide (PDF): A step-by-step guide that covers everything, from account setup to uploading documents. You can download it here:
ACCESS HRA User Guide PDF

- Video Tutorials:
Watch this video that shows how to upload documents and use the app features:
Upload Documents Using ACCESS HRA Mobile App

- Official ACCESS HRA Page:
Explore more about the app and its features here:
ACCESS HRA Website & Mobile App

- FAQ and Support:
If you have questions or run into trouble, there’s helpful FAQ info and support contact info on this page:
ACCESS HRA FAQs

Feel free to take it step-by-step—these guides are designed for users regardless of technical experience. If you want, I can also help walk you through specific tasks on your Kindle.

Are you satisfied with these resources and the overview I provided? Would you like guidance on a particular feature in the app?