Why have some Apple & Android tablets "lost" their dowmloaded volumes?

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This post has 18 Replies | 5 Followers

Posts 975
JohnB | Forum Activity | Posted: Sat, Sep 5 2015 7:12 AM

I am aware that the same question has been asked as part of some threads but I would appreciate an official answer to this question & I thought that a specific thread would be the best place..

My Android tablet was unused right through the power problems although the Logos App was probably live.

I switched it on this morning in church and discovered that Logos was re-downloading about 200 works. After a while I realised that this was via my mobile data. I lost  40% of my monthly data allocation before I realised and had to switch off my tablet. OK, OK,  I am a bit slow at times!!!

Also, of course. I had no use of my tablet/Bible app until I got home.

OK, computer problems happen. Annoying but it happens.

What should NOT happen is for works to disappear and have to be downloaded again.

FL, WHY did it happen and far more importantly ARE you going to be able to alter the app to ensure that this cannot happen again during future network problems.

Hopefully it will not be quite as annoying to me in the future as I hope to be moving to a Win 10 tablet in the next few weeks.

Posts 1098
Sean | Forum Activity | Replied: Sat, Sep 5 2015 7:32 AM

JohnB:
FL, WHY did it happen and far more importantly ARE you going to be able to alter the app to ensure that this cannot happen again during future network problems.

Particularly after the major outage last November when this problem was first (?) uncovered. That was the time for "well mistakes happen"/"this has been a real learning experience for us"/"we're brainstorming for solutions to make sure this doesn't happen again."

Now is the time for a very serious, very official response explaining why this is not going to happen again. We need a statement, preferably from Bob Pritchett, with a credible assurance that:

  1. Logos apps will be fixed ASAP to no longer self-destruct, and
  2. Barring natural calamity, customers will not again experience significant outages in access to the cloud services that they've been sold.

While it's possible I've missed it, I've not seen any such response yet, and it's more than past time.

Posts 1098
Sean | Forum Activity | Replied: Sat, Sep 5 2015 7:40 AM

And, for reference, here's the link to one of last year's threads.

Posts 2760
Erwin Stull, Sr. | Forum Activity | Replied: Sat, Sep 5 2015 7:50 AM

Sean:

JohnB:
FL, WHY did it happen and far more importantly ARE you going to be able to alter the app to ensure that this cannot happen again during future network problems.

Particularly after the major outage last November when this problem was first (?) uncovered. That was the time for "well mistakes happen"/"this has been a real learning experience for us"/"we're brainstorming for solutions to make sure this doesn't happen again."

Now is the time for a very serious, very official response explaining why this is not going to happen again. We need a statement, preferably from Bob Pritchett, with a credible assurance that:

  1. Logos apps will be fixed ASAP to no longer self-destruct, and
  2. Barring natural calamity, customers will not again experience significant outages in access to the cloud services that they've been sold.

While it's possible I've missed it, I've not seen any such response yet, and it's more than past time.

If I recall correctly, the reason for last years cause of the outage was simple and not an actual equipment failure (a loose network cable). It was embarrassing and I'm pretty sure THAT won't happen again. But then again, anytime humans are involved, it can happen. Well, even if robots are involved, it still can happen.

Posts 27558
Forum MVP
JT (alabama24) | Forum Activity | Replied: Sat, Sep 5 2015 8:38 AM

This situation is unacceptable. 

OSX & iOS | Logs |  Install

Posts 1073
Lee | Forum Activity | Replied: Sat, Sep 5 2015 8:49 AM

I understand this is a weekend, but where are all the Staff managers of FL & Logos no one is even commenting. 

L4 Bible Study, L5 Reformed Bronze, & L5 Gold, L6 Platinum & Reformed Platinum, L7 Platinum, L8 Baptist Platinum.
2015 rMBP 15" 2.2GHz 16GB 256GB SSD, running macOS Mojave   iPad Mini 4,   iPhone 6.

Posts 7983
LogosEmployee

JohnB:
FL, WHY did it happen and far more importantly ARE you going to be able to alter the app to ensure that this cannot happen again during future network problems.

Yesterday, our network had problems caused by a leaf switch outage: http://status.faithlife.com/incidents/1f6d2p2j05xy 

During this outage, we received a few reports that some customers had lost their downloaded resources on their mobile devices. The previous bug causing this problem had been fixed, and we had very little information to go on to diagnose this new problem, but we hypothesised that an authentication failure in the mobile app web services (caused by the partial network outage) could potentially cause a logged-in user to be treated as a "free" user and limited to just the free books.

I made the call to ship a fix to address this issue since it was a small change and the problem seemed urgent. Unfortunately, my change had the unexpected side-effect of triggering caching in ASP.NET, which caused responses for some users to be sent to other users. (No personal information other than a list of unlocked resources was disclosed; moreover, the user who owned that list of resources was not identified. This is why some customers reported seeing Spanish resources in their library.) As soon as this problem was reported, I disabled the mobile app web services and rolled back the change. We then deployed a revised version of the original fix (that didn't trigger the caching bug).

I apologise to all those who were affected by this bug. 

To improve your experience when using the mobile apps in the future, we will be:

  • changing the mobile apps to be less aggressive about deleting downloaded resources
  • adding more integration tests to mobile app web services to give earlier detection of incorrect/incomplete responses from critical routes the mobile apps depend on
  • determining if we can detect unexpected license changes in the mobile apps and automatically report them to a monitoring server, so we can respond to problems without waiting for forum reports (and have more information when we do act)

Posts 201
David J. Wilson | Forum Activity | Replied: Sat, Sep 5 2015 9:17 AM

Thanks for the update Bradley:

It was difficult to figure out exactly what was happening yesterday as my Tablet lost most of its resources and devotional and lectionary from the Home page but my mobile phone, connecting a little later, did not.  All seems back in operational order now after a marathon re-download of resources to my Tablet overnight.

Posts 879
P A | Forum Activity | Replied: Sat, Sep 5 2015 10:47 AM

Thanks Bradley

P A

Posts 975
JohnB | Forum Activity | Replied: Sat, Sep 5 2015 12:03 PM

Bradley Grainger (Faithlife):

This is why some customers reported seeing Spanish resources in their library.

Woops!  The law of unintended consequences ...

Bradley Grainger (Faithlife):

I apologise to all those who were affected by this bug. 

To improve your experience when using the mobile apps in the future, we will be:

  • changing the mobile apps to be less aggressive about deleting downloaded resources
  • adding more integration tests to mobile app web services to give earlier detection of incorrect/incomplete responses from critical routes the mobile apps depend on
  • determining if we can detect unexpected license changes in the mobile apps and automatically report them to a monitoring server, so we can respond to problems without waiting for forum reports (and have more information when we do act)



Thanks very much Bradley for the full and frank explanation and especially that you have already attempted to solve the tablet problem after the last time. I guess that staging an extended breakdown in services just to test the fix would not go down very well with all Logos users Wink. The network breakdown just reminds me why I did not opt for working in network maintenance as a job.

Posts 5248
Dan Francis | Forum Activity | Replied: Sat, Sep 5 2015 12:48 PM

Bradley Grainger (Faithlife):
I apologise to all those who were affected by this bug. 

Yes thank you for the update... it gets frustrating but with complex programs can develop complex problems, I am just glad to hear that the problem is being worked on... It would be great if more functionality to be integrated into our devices like original language look up and a basic passage guide.

-Dan

Posts 180
Paul C | Forum Activity | Replied: Sat, Sep 5 2015 10:35 PM

JohnB:
I hope to be moving to a Win 10 tablet in the next few weeks.

I don't understand why there is not a mass migration in that direction. Hmm

Posts 4920
DIsciple II | Forum Activity | Replied: Sun, Sep 6 2015 2:02 AM

Paul C:

JohnB:
I hope to be moving to a Win 10 tablet in the next few weeks.

I don't understand why there is not a mass migration in that direction. Hmm

Two reasons I can think of:

1) It is not in all our budgets to do so at this point in time.

2) Sometimes you just don't want to be carrying a tablet around and your phone is all you have.....

Posts 1073
Lee | Forum Activity | Replied: Sun, Sep 6 2015 4:55 AM

@ Paul

Most times I have my rMBP with me if i need to use the full Logos, but I also use the tablet and phone if I just want to read some. 

I carry all three everyday, and use each for different reasons. I do like using the tablet when I am witnessing.

Last the cost of a windows 10 tablet.

L4 Bible Study, L5 Reformed Bronze, & L5 Gold, L6 Platinum & Reformed Platinum, L7 Platinum, L8 Baptist Platinum.
2015 rMBP 15" 2.2GHz 16GB 256GB SSD, running macOS Mojave   iPad Mini 4,   iPhone 6.

Posts 975
JohnB | Forum Activity | Replied: Sun, Sep 6 2015 7:31 AM

Lee:
Last the cost of a windows 10 tablet.

£142.80 to my front door for a re-furbished one.

Posts 180
Paul C | Forum Activity | Replied: Sun, Sep 6 2015 7:36 AM

JohnB:

Lee:
Last the cost of a windows 10 tablet.

£142.80 to my front door for a re-furbished one.

Yes

Posts 3
Henri Martins | Forum Activity | Replied: Tue, Sep 8 2015 11:38 AM

shew! and the world stopped turning for a while!

Posts 6
Graham Bennett | Forum Activity | Replied: Tue, Sep 8 2015 1:26 PM

I had just last week used the "move to sd card" option to put the app and my downloads onto a card. The option isn't there any more. 

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