HELP/CNN MOBILE
Frequently Asked Questions about CNN Mobile

Thank you for your interest in CNN Mobile

CNN APP FOR iPHONE AND iPAD:
CNN APP FOR ANDROID:
SMS MESSAGING:
CNN MOBILE FAQ:
How can I get CNN mobile services on my phone?

You can access CNN.com on mobile phones from most major carriers. Simply type CNN.com into your mobile browser.

You can download and access the CNN app through your mobile device by visiting the app store. Please select your device below for the app.


CNN APP FOR iPHONE AND iPAD:
How do I know if I am using the latest version of the app?

To determine if there is an update for the CNN app, tap on the App Store icon located on your home screen and then tap on 'Updates'. The 'Update' link will be listed to the right of the CNN App if one is available. If you do not see the option to update the app, then you are using the latest version.

How do I enable or disable 'This is CNN' audio?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  In the menu, scroll to the bottom until you find "Settings" under the "More" section, tap on "Settings".
  • •  At the bottom of the "Settings" menu, you will see "This is CNN Audio". To enable or disable the audio, slide the "This is CNN Audio" option to On or Off.

Special Note for iPad Users:On your iPad side controls, you will see a side switch. Activating the side switch in 'Mute' mode will disable the 'This is CNN' intro. A small red dot is visible on the body of the switch when it is active to indicate its status. If you disable the side switch will be able to hear the 'This is CNN' intro successfully.

How do I enable or disable breaking alert notifications?
  • •  Open Settings
  • •  Select Notifications (iOS6) or Notification Center (iOS7).
  • •  Select the CNN app in the "In Notification Center" section.
  • •  In Notification Center, move slider to the On or Off position.
  • •  In the "Alert Style" section below, select either 'Banners' or 'Alerts' to enable alerts. Select "None" option for Alert Style to disable alerts.
How do I access the article after receiving a breaking news alert?

At the time a breaking news alert is sent, the accompanying story is still in progress. We send the alerts ahead of the story in an effort to expedite information to the users of our mobile platforms.

How do I turn on or off closed captioning?
  • •  Open the CNN app.
  • •  Select a video, live event or live TV.
  • •  At the top of the video player, you will see the "CC" button. Tap on the "CC" button to enable closed captioning (white icon).
  • •  Tap on the "CC" button again to turn off closed captioning (greyed out icon).

For more information regarding closed captioning, please visit http://www.cnn.com/help/cc.html

How do I use VoiceOver?
  • •  Open your iPhone settings application.
  • •  Select "General".
  • •  Select "Accessibility".
  • •  Select "VoiceOver" and move slider to the "on" position.
  • •  Open the CNN app. VoiceOver will be supported.

For more information on VoiceOver, please go to http://www.apple.com/accessibility/ios/voiceover/

How do I save an article?
  • •  Open the CNN app.
  • •  Select any article .
  • •  At the top of the article an overlay gives you these options: a Back button, Save star icon, and Share icon. Click on the Save star icon to save an article.
  • •  The article is now saved to your device and you can access it with or without an internet connection (iOS6+ only).
How do I access a saved article?
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Scroll down to the "More" section and tap on "Saved Stories".
How do I remove a saved story?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Scroll down to the "More" section and tap on "Saved Stories".
  • •  Swipe a story right to left to activate the Delete button.
  • •  Confirm by tapping the Delete button.
How do I access Live TV (CNN and HLN)?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Open the menu, select "Watch CNN".
  • •  Select your preferred channel, CNN or HLN.
  • •  Select your television provider and log in through your provider's login screen.

Please note: After you login through your provider, you will be automatically taken back to the app and the app will deliver a 'loading authentication' status message, which may take up to a minute. Ensure you have at least a 2G data connection or the authentication may fail. If this occurs, please try again from a location with a better data connection or Wi-Fi.

For additional information, please tap the question mark button on the top right corner on the 'select your service provider' screen.

How do I enable audio and I am receiving no sound on live video?

If the live video does not have audio, please ensure that the mute switch on the side of the device is toggled to the off position. We are aware that the audio for events of this nature is at times difficult to hear; this is due to the stationary placement of microphones in the event space. At other times, a microphone or audio feed is not available due to circumstances outside of our control. You will see a "No Audio" button on your screen when this occurs.

How do I change my news preference from U.S. to International?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Scroll down to the "More" section and tap on "Settings".
  • •  Tap on "News Preference" from the settings screen. Each time you tap the icon, the selection will toggle back and forth between "US and International."
How do I change temperature display for weather?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Scroll down to the "More" section and tap on "Settings".
  • •  Tap on "Temperature display" at the bottom of this menu. Each time you tap the icon, the selection will toggle back and forth between "Fahrenheit and Celsius."
How do I change the text size on articles?
  • •  Open Settings
  • •  Select "General".
  • •  Select "Text Size".
  • •  Drag the slider to the desired text size.
  • •  Open the CNN app.
  • •  Tap on an article, and the desired text size will be reflected.
How do I read the entire caption for a picture in a gallery using an iPhone?

In order to read the entire caption on your iPhone, turn your device from portrait to landscape mode while viewing photo galleries.

How do I access the CNN app, it is crashing when I open it?

iOS 6 instructions

  • •  Go to the Home screen of your iPhone or iPad
  • •  Double tap the Home button
  • •  Touch and hold down one of the icons that appear at the bottom
  • •  A red circle with a white line appears on the apps, tap on it and close out all programs that are running

If this doesn't help, go under Settings and turn Airplane mode on and then off on your device, this will reset your network connection.

iOS 7 instructions

  • •  Go to Home screen of your iPhone or iPad
  • •  Double tap the Home button in order to launch the multitasking tray
  • •  Proceed to close all running apps in the background
  • •  To close one app, you simply flip it upwards with one finger or position two or three fingers over different apps and flip up with each at the same time.

If this doesn't help, go under Settings and turn Airplane mode on and then off on your device, this will reset your network connection.

What is iReport?

CNN iReport invites you to take part in the news with CNN by uploading photos or videos. Together, CNN and iReport can paint a more complete picture of the news.

How do I access iReport?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Scroll down to the "This Is CNN" section and tap on "iReport".
  • •  From here you can see featured iReports, current assignments and submit an iReport using the photo or video camera on your device.
How do I submit an iReport?
  • •  Open the CNN app.
  • •  Tap on the red CNN icon at the top of the screen to access the menu.
  • •  Scroll down to the "This is CNN" section and tap on "iReport".
  • •  Tap on the circular "i" logo on the bottom of the screen and take a picture/video with your phone or select a file from your library and complete the other description and sharing details.
CNN APP FOR ANDROID:
How do I enable or disable 'This is CNN' audio?
  • •  Open the CNN app.
  • •  Depending on mobile device and OS version, either tap your user settings button or the setting icon in the upper right hand corner of the app.
  • •  Select the 'User Settings' tab.
  • •  Tap on the 'This is CNN' audio box to enable (green check mark) or disable (no check mark)
How do I enable or disable breaking alert notifications?
  • •  Open the CNN app.
  • •  Depending on mobile device and OS version, either tap your user settings button or the setting icon in the upper right hand corner of the app.
  • •  Under News Settings, Tap on the 'Breaking News' box to enable (green check mark) or disable (no check mark)
How do I access the article after receiving a breaking news alert?

At the time a breaking news alert is sent, the accompanying story is still in progress. We send the alerts ahead of the story in an effort to expedite information to the users of our mobile platforms.

How do I turn on or off closed captioning?
  • •  Open the CNN app.
  • •  Select a video, live event or live TV.
  • •  At the bottom right of the video player, you will see the "CC" button. Tap on the "CC" button to enable closed captioning (white icon).
  • •  Tap on the "CC" button again to turn off closed captioning (greyed out icon).

For more information regarding closed captioning, please visit http://www.cnn.com/help/cc.html

How do I save an article?
  • •  For Phone users, open the CNN app
  • •  Select an article
  • •  Select the Sharing feature option (3 connected dots icon)
  • •  Select the action, Save for Later
  • •  For Tablet users, open the CNN app
  • •  Select an article
  • •  Select the Download arrow in the upper left corner to save the article
How do I access a saved article?
  • •  Open the CNN app
  • •  Select the 'Menu' (six bars icon) Select 'Profile' or the Profile icon in upper right for Tablet users to access your saved articles
How do I remove a saved story?
  • •  Open the CNN app
  • •  Select the 'Menu' (six bars icon) Select 'Profile' or the Profile icon in upper right for Tablet users to access your saved articles
  • •  Select the 'Edit' button and click 'Delete' to remove the article from your Saved list
How do I access Live TV (CNN and HLN)?
  • •  Open the CNN app.
  • •  Select the 'Menu' (six bars icon)
  • •  Select "Watch CNN" tab.
  • •  Select your preferred channel, CNN or HLN.
  • •  Select your television provider and log in through your provider's login screen.

Please note: After you login through your provider, you will be automatically taken back to the app and the app will deliver a 'loading authentication' status message, which may take up to a minute. Ensure you have at least a 2G data connection or the authentication may fail. If this occurs, please try again from a location with a better data connection or Wi-Fi.

Special Note for Tablet users:At this time, Live TV is not available for Android tablet users. Please check for future updates on this feature.

How do I change my news preference from U.S. to International?
  • •  Open the CNN app.
  • •  Depending on mobile device and OS version, either tap your user settings button or the setting icon in the upper right hand corner of the app.
  • •  Tap on either US or International to change the edition mode
How do I change temperature display for weather?
  • •  Open the CNN app.
  • •  Depending on mobile device and OS version, either tap your user settings button or the setting icon in the upper right hand corner of the app.
  • •  Under My Settings, select the Temperature Units arrow to choose either ‘Fahrenheit or Celsius.’ Option.
How do I change the text size on articles?
  • • 
  • •  For Phone users - open the CNN app.
  • •  Depending on mobile device and OS version, either tap your user settings button or the setting icon in the upper right hand corner of the app.
  • •  Select the User Settings tab.
  • •  Under My Settings, select the Test Size arrow to choose either ‘Small, Medium or Large’ option
How do I access the CNN app, it is crashing when I open it?

We have found that this issue can often be fixed by opening the CNN app in the manage applications menu and tapping on clear data.

  • •  Open Settings on your device.
  • •  Select Applications and then Manage Applications
  • •  Select the CNN app.
  • •  Tap the Clear Data button
  • •  Reopen the CNN App.
What is iReport?

CNN iReport invites you to take part in the news with CNN by uploading photos or videos. Together, CNN and iReport can paint a more complete picture of the news.

How do I access iReport?
  • •  Open the CNN app.
  • •  Select the 'Menu' (six bars icon) then select the 'iReport' tab or select 'iReport' Tab in upper left corner on your Tablet
  • •  From here you can see featured iReports, current assignments and submit an iReport using the photo or video camera on your device.

Please note: If it's your first time submitting an iReport, we will ask you if you want to register. This is so we can contact you to vet the report (only journalistically vetted iReports are eligible for use on CNN TV and within CNN.com's editorial stories.)

How do I submit an iReport?
  • •  Open the CNN app.
  • •  Select the 'Menu' (six bars icon) then select the 'iReport' tab or select 'iReport' Tab in upper left corner on your Tablet
  • •  Phone Users - Select the 'Submit' Tab and either choose to Take a Photo, Take a Video, Choose Existing Photo or Choose Existing Video to submit to iReport
  • •  Tablet Users- Select either Submit a Photo or Submit a Video Tab
SMS MESSAGING:
How do I enable or disable CNN Breaking News Alerts on my mobile phone?
  • •  U.S. users can subscribe from breaking news alerts by sending the message Alerts to shortcode 26688
  • •  U.S. users can unsubscribe from breaking news alerts by sending the message Stop to shortcode 26688