Post by Piotr Sliwinski (MorrisCooke) on Jan 6, 2012 13:53:25 GMT -5
Thank you for trying out Explain Everything - we tested it on iPads (1 & 2) of multiple users, but there's always some details that can be overlooked. Since it's a quite open tool, and many users tell us that it is working flawlessly, then maybe it's something that we did not think of!
Do you have the latest version of the app? If not, please update.
If the app is crashing:
If you make a small EE project in a state "just before crashing" and then send it to us (the .XPL project file), it would be of great help.
Please explain what have you been doing at the moment of crash - it really helps a lot!
Here are some steps that you may try in order to check whether it's not the current state of your iPad that is causing trouble.
First of all, you can close all the other apps - the iPad (especially iPad 1, but iPad 2 as well) has limited amount of RAM memory and when it fills up - it kills the app (and this is seen by you as "crashing").
Go to your iPad home screen and then force close any open applications (including Explain Everything). To do this you can double tap the home button, press and hold an icon on the dock, and press the red "-" sign. Sometimes when the iPad has too many open apps it has trouble with media-rich apps.
Check if it helps.
If you don't see much improvement, then step 2 is to restart the iPad:
* 1. Press and hold the Sleep/Wake button for a few seconds until the red "slide to power off" slider appears, and then slide the slider.
* 2. Press and hold the Sleep/Wake button until the Apple logo appears.
Also, please try to switch the language on your iPad to English (if it's not English) and check whether the app works. We did not check it with all possible locale combinations. Maybe your specific language is causing an unexpected problem.
If the steps above do not visibly improve the situation (that is, the app crashes during working with it for less than 15 minutes), then let's determine how you are using the app, and a few other details:
1. Version of your Explain Everything - on the front screen, please tap on "Help" in the upper right corner and then look at the About box - there's eg. "Version 1.32 (January 2012)".
2. Do you import a PDF (how large it is) and annotate over it?
3. Do you import a large JPG picture?
4. When does the app crash - during recording, during adding pictures, during export?
5. Are you exporting projects to photo gallery, or Dropbox, Evernote, email, YouTube ?
6. What network connection are you using - WiFi, 3G, or no connection at all?
7. Do you have an iPad, or iPad 2 ?
8. What iOS version do you have - find it out under "Settings -> About"There's a line that says "Version" and eg. 5.0 (9A334).
9. Is your iPad jailbroken?
10. Do you have more than one album in your photo gallery? How many albums do you have?
11. How much free space is available on your iPad?
12. What language and region is set on your iPad?
13. Please sync your iPad with your computer and send us the crash report:
These crash reports are stored on your iPad at the time of the crash. When you sync your device with iTunes, the reports are copied to your computer to the following folder:
• If you are using a Mac: <YOUR HOME FOLDER>/Library/Logs/CrashReporter/MobileDevice/<DEVICE NAME>
• If you are running Windows XP: C:\Documents and Settings\<USERNAME>\Application Data\Apple computer\Logs\CrashReporter\<DEVICE NAME>
• If you are running Windows Vista: C:\Users\[USERNAME]\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\<DEVICE NAME>
The files will start with the name of the application and contain a date stamp. All crash reports starting with "Explain..." might be helpful for us.
Please send your crash reports to support@morriscooke.com and we'll try to figure out what is the problem.
14. If your project crashes during export - please share it via a Dropbox link and send the link together with the above information.
Please take time to answer at least some of those questions - it will help us to make Explain Everything useful to you in the shortest possible time. Usually there's a workaround for some problems that you might encounter, and if this is a bug in the app, we'll fix it ASAP and publish an update in the App Store!
Do you have the latest version of the app? If not, please update.
If the app is crashing:
If you make a small EE project in a state "just before crashing" and then send it to us (the .XPL project file), it would be of great help.
Please explain what have you been doing at the moment of crash - it really helps a lot!
Here are some steps that you may try in order to check whether it's not the current state of your iPad that is causing trouble.
First of all, you can close all the other apps - the iPad (especially iPad 1, but iPad 2 as well) has limited amount of RAM memory and when it fills up - it kills the app (and this is seen by you as "crashing").
Go to your iPad home screen and then force close any open applications (including Explain Everything). To do this you can double tap the home button, press and hold an icon on the dock, and press the red "-" sign. Sometimes when the iPad has too many open apps it has trouble with media-rich apps.
Check if it helps.
If you don't see much improvement, then step 2 is to restart the iPad:
* 1. Press and hold the Sleep/Wake button for a few seconds until the red "slide to power off" slider appears, and then slide the slider.
* 2. Press and hold the Sleep/Wake button until the Apple logo appears.
Also, please try to switch the language on your iPad to English (if it's not English) and check whether the app works. We did not check it with all possible locale combinations. Maybe your specific language is causing an unexpected problem.
If the steps above do not visibly improve the situation (that is, the app crashes during working with it for less than 15 minutes), then let's determine how you are using the app, and a few other details:
1. Version of your Explain Everything - on the front screen, please tap on "Help" in the upper right corner and then look at the About box - there's eg. "Version 1.32 (January 2012)".
2. Do you import a PDF (how large it is) and annotate over it?
3. Do you import a large JPG picture?
4. When does the app crash - during recording, during adding pictures, during export?
5. Are you exporting projects to photo gallery, or Dropbox, Evernote, email, YouTube ?
6. What network connection are you using - WiFi, 3G, or no connection at all?
7. Do you have an iPad, or iPad 2 ?
8. What iOS version do you have - find it out under "Settings -> About"There's a line that says "Version" and eg. 5.0 (9A334).
9. Is your iPad jailbroken?
10. Do you have more than one album in your photo gallery? How many albums do you have?
11. How much free space is available on your iPad?
12. What language and region is set on your iPad?
13. Please sync your iPad with your computer and send us the crash report:
These crash reports are stored on your iPad at the time of the crash. When you sync your device with iTunes, the reports are copied to your computer to the following folder:
• If you are using a Mac: <YOUR HOME FOLDER>/Library/Logs/CrashReporter/MobileDevice/<DEVICE NAME>
• If you are running Windows XP: C:\Documents and Settings\<USERNAME>\Application Data\Apple computer\Logs\CrashReporter\<DEVICE NAME>
• If you are running Windows Vista: C:\Users\[USERNAME]\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\<DEVICE NAME>
The files will start with the name of the application and contain a date stamp. All crash reports starting with "Explain..." might be helpful for us.
Please send your crash reports to support@morriscooke.com and we'll try to figure out what is the problem.
14. If your project crashes during export - please share it via a Dropbox link and send the link together with the above information.
Please take time to answer at least some of those questions - it will help us to make Explain Everything useful to you in the shortest possible time. Usually there's a workaround for some problems that you might encounter, and if this is a bug in the app, we'll fix it ASAP and publish an update in the App Store!