BTW, Im curious why do many companies use that generic "check your wifi". In 27 years of working in networking, I have encounter maybe a dozen times that the 802.11 connectivity was actually the source problem.
Has that ever fixed an issue for y'all?
Unless there is an indicator that WiFi is the problem, like the user had 500 devices on their home network that they are using to ask for help, on the network, theN please start off with advice that might be helpful. Step 1 to fixing an Android app should always be clear the app cache (and maybe data if that is applicable).
I'm not trying to be rude here. I spent years working front end in the network operations center. There are methodologies to troubleshooting.