Use the app when the connection fails
Keep the current directory in memory and use bundled urgent/help information.
An internet connection is needed to download a state directory. Once loaded, the current records and local filter remain available in memory while the app process is alive, including after a temporary connection loss or screen rotation. Closing the process, force-stopping the app or restarting the device can clear this data.
A failed refresh leaves previously loaded records visible and identifies their state. They may be stale; verify availability before traveling. Reconnect and choose Load state directory to retry. A directory failure does not block the bundled Urgent, Sources or searchable Help center screens.
The website needs a connection to retrieve its pages and current provider data. Installing the website on a home screen does not create a permanently offline directory. Phone calls, maps, provider websites, account tools and the website question service use their respective outside connections.