Mobile app: stays as connected and some people don't get pass the vault screen

Hi, 

I am testing the app with a few users.  We all work remotely so I can't see exactly what they see.  In one instance, a user only gets "connecting" and nothing happens (it has stayed like that for a week).  Another user, has the list of vaults - it says connected as.. but when she clicks on the vault nothing happens.

Is there a place where I can find some mobile app resources to help with the troubleshooting?

Irene