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Allen baldwin | Forum Activity | Posted: Mon, Sep 19 2016 9:12 AM

The app is frozen after the IOS 10 upgrade.  I have uninstalled and reinstalled to no avail.  The app will open to the login/register screen and is frozen.  Prior to uninstalling it would open, sometimes to my last reading and sometimes to a blank screen with the usual header.

This is the first time I have looked for support for the app.  I was shocked to have Customer Service turn me away to this forum.  Seems a very bad service model especially for the great expense of this product.

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Graham Criddle | Forum Activity | Replied: Mon, Sep 19 2016 9:15 AM

Allen baldwin:
The app is frozen after the IOS 10 upgrade.

Which particular Logos app are you referring to?

And which device (iphone / iPad) are you using?

I have the Bible app running fine on iOS 10 on my iPhone?

What happens if you set the app to "Start at Homepage" in iOS Settings?

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Mike Binks | Forum Activity | Replied: Mon, Sep 19 2016 9:48 AM

HI Allen

Graham's questions are pertinent and may provide the clue to the problem.

I would suggest that you take the following action - more as a way to clear the decks than because I know why it sometimes works.

Delete the app (skip this step if you have significant resources downloaded) if you don't delete the app shut it down by double tapping the home button to go to the app switcher and swipe the app upwards off the screen.

Power off the device by holding the power button down until you get the 'slide to power off' switch (and then switching that switch).

Restart the device by holding the power button until the apple symbol appears.

Download and install the app once more.

I am afraid that Faithlife folk have been so used to directing people who used the iOS10 beta to the forum that they may have been on auto-pilot when they directed you here. They also seem to have the attitude that the mobile apps are a 'give away' that is sort of thrown in with the desktop app. Eventually they will catch on that some folk are buying resources to use only on the mobile platforms.

Incidentally when you talk about the 'great expense of the product' it is the resources that you are paying for. If you only had a bible and a commentary you would have only been out a few dollars - the expense is directly proportional to the size of your library - the software is provided (sort of) free to allow you to use the library most efficiently. Of course Logos Now is charged for separately but not much of that has filtered to the mobile platforms yet.

The procedure I have suggested is not a technical solution but will ensure that you know that you have a 'clean' install and no residuals from the upgrade are jamming up the process.

For my part I have the Bible app running smoothly on both an iPad and on an iPhone 6.

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Kevin Byford (Faithlife) | Forum Activity | Replied: Mon, Sep 19 2016 10:54 AM

Allen baldwin:
The app is frozen after the IOS 10 upgrade.  I have uninstalled and reinstalled to no avail.  The app will open to the login/register screen and is frozen.  Prior to uninstalling it would open, sometimes to my last reading and sometimes to a blank screen with the usual header.

Please see https://community.logos.com/forums/t/118697.aspx for how to create a bug report.

Allen baldwin:
This is the first time I have looked for support for the app.  I was shocked to have Customer Service turn me away to this forum.  Seems a very bad service model especially for the great expense of this product.

You have not been turned away; developers and testers hang out here on the forums and can offer more technical support. We often ask Customer Service to send customers here for issues like this, so please don't be shocked.

Posts 8
Allen baldwin | Forum Activity | Replied: Mon, Sep 19 2016 10:59 AM

Yes, thank you.  After shutting down and restarting my iPhone it now works.  I feel rather stupid I did not try this before looking further.

I actually had a few apps that did the same thing an this cured at least two.  Audible actually told me this was a known problem that they were working on feverishly.  Ha.

Thanks for the help.  

Oh, my comment about the cost - I know the app is free but I doubt that many people use the app alone.  As a Logos purchaser for my Mac, part of the incentive of which is the iPhone and iPad integration, I would hope that I could get support.  Your fix, for instance, would have taken them 10 seconds but now I have a further negative impression.  And the cost is generally quite substantial.  The new updates have been useful but pricey and they are better suited to the professional or ardent layman.  The timeline between v6 and v7 was short and the path seems quite expensive to me.  That may be just me.  But it does bear on the support, which has always been excellent for he Mac.  This just surprised and disappointed me.

Posts 8
Allen baldwin | Forum Activity | Replied: Mon, Sep 19 2016 11:06 AM

Kevin, 

Thank you for the comment.  Perhaps I'm just getting educated.  I checked the forum first and then called when I found nothing.  I might understand if Customer Service said that this was a supported product through the forum.  But they told me that this was not a supported product and that I could likely get help on the forum.  This sets us a whole different impression. Coupled with the fact that the fix was so simple is just seems generally not well thought out. 

I appreciate the quick response.  My interactions for the last several years have been very good to excellent.  Perhaps I just have some to learn about the process.  Perhaps we both have some to learn.

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Kevin Byford (Faithlife) | Forum Activity | Replied: Mon, Sep 19 2016 11:16 AM

Allen baldwin:

Kevin, 

Thank you for the comment.  Perhaps I'm just getting educated.  I checked the forum first and then called when I found nothing.  I might understand if Customer Service said that this was a supported product through the forum.  But they told me that this was not a supported product and that I could likely get help on the forum.  This sets us a whole different impression. Coupled with the fact that the fix was so simple is just seems generally not well thought out. 

iOS 10.x just released a few days ago; I will make sure that Customer Service is aware that it is in fact supported. Generally speaking, whenever updating iOS it's always a good idea to restart the device afterwards. Sometimes issues occur like the one you ran into, but sometimes they don't. We can't account for every possible scenario and sometimes have to rely on customers themselves to try a bit first to see if the issue can be resolved. In any case I'm glad it's working for you now.!

Posts 4264
LogosEmployee
Kevin Byford (Faithlife) | Forum Activity | Replied: Mon, Sep 19 2016 2:27 PM

Allen baldwin:
Oh, my comment about the cost - I know the app is free but I doubt that many people use the app alone.

Just a correction here; we have many customers that use the free apps and the free bundled resources that have never paid us a cent. Some of those customers have tens of thousands of highlights and notes and heavily use the apps, and also count on us for support.

Allen baldwin:
As a Logos purchaser for my Mac, part of the incentive of which is the iPhone and iPad integration, I would hope that I could get support.  Your fix, for instance, would have taken them 10 seconds but now I have a further negative impression.  And the cost is generally quite substantial.  The new updates have been useful but pricey and they are better suited to the professional or ardent layman.  The timeline between v6 and v7 was short and the path seems quite expensive to me.  That may be just me.  But it does bear on the support, which has always been excellent for he Mac.  This just surprised and disappointed me.

I hope you are no longer disappointed and have gotten the support you need. These forums were created for customers and not for Faithlife, so please use them if you need further help.

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