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This post has 12 Replies | 1 Follower

Posts 19
Mark Phelps | Forum Activity | Posted: Sun, Mar 17 2013 8:11 AM

...again!  Second of three weeks, no control with ipad or iPhone. Happening right now, even as I type.  Come on, Logos!

Posts 106
George Drake | Forum Activity | Replied: Sun, Mar 17 2013 8:25 AM

i had control at our 8am service (central time) no control at our 10am service thats currently going on. Signals seem to be working.

Posts 106
George Drake | Forum Activity | Replied: Sun, Mar 17 2013 8:38 AM

im able to connect to the presentation again but getting the error "unable to change slide" from my Nexus 7

Posts 106
George Drake | Forum Activity | Replied: Sun, Mar 17 2013 8:40 AM

i disconnected and reconnected and it seems to be working again

Posts 106
LogosEmployee
Richard Kiene | Forum Activity | Replied: Sun, Mar 17 2013 9:13 AM

I think I see what is causing your issue on the server side. We'll do our best to get a fix in place this week. Sorry for the trouble and thanks for hanging in there. We're working hard to quickly improve the reliability of Proclaim.

 

Posts 3501
LogosEmployee
Scott Alexander | Forum Activity | Replied: Sun, Mar 17 2013 11:34 AM

First let me apologize for any interruption in remote control. I realize this is incredibly frustrating and potentially embarrassing. Inexcusable on our part.

As we've mentioned in the forums we have performed a large hardware upgrade to accomodate increased load on Sunday mornings. Our servers have been extremely healthy the last two Sundays. (There was one deadlock on the server which Richard mentioned but it should have only affected one user and the error should have been transient.) However, it appears that some people are still having issues. 

In order for remote control to work a (virtually) persistent connection must be established between our servers and the remote, as well as between our servers and the machine running the on air presentation. Any interruption in this connection will cause issues. (the apps will automatically attempt to reconnect)

In an attempt to demystify things and help troubleshoot we have added an on air status bar to the desktop applications which shows an error message when there is an interruption w/ its connection. We plan to add similar UI to the remote app (this week). Additionally we're going to add real-time logging to the remote app to help us diagnose any issues connecting to our servers.

All this to say we're adding tooling to help identify issues on our end, and adding UI to help identify issues on the user's end. 

Again, sorry, and your feedback is appreciated.

Posts 19
Mark Phelps | Forum Activity | Replied: Sun, Mar 17 2013 12:31 PM

FWIW, I was NEVER able to control my presentation with iPad or iPhone during services. The "CONTROL" button was visible, and I could click it. My remote display would adjust as it does when I gain control, but the control was not achieved. After services were done (@11:35 am Eastern Time) I tried again and found that I had control. 

Posts 1220
Mike Tourangeau | Forum Activity | Replied: Sun, Mar 17 2013 12:46 PM

Mark Phelps:

FWIW, I was NEVER able to control my presentation with iPad or iPhone during services. The "CONTROL" button was visible, and I could click it. My remote display would adjust as it does when I gain control, but the control was not achieved. After services were done (@11:35 am Eastern Time) I tried again and found that I had control. 

No control with us either....very, very frustrating. Is there not a way to control it via our network as a separate option?  

Posts 19
Mark Phelps | Forum Activity | Replied: Sat, Mar 23 2013 12:20 PM

If anyone at Logos is reading this... Tomorrow is make-or-break time for Proclaim at our church.  I won't risk messing up the Easter service.  If I have issues with the software tomorrow, then we'll be moving to something else.

I really like the concept, and I really appreciate the timely support.  The GUI is fairly intuitive, and the available graphics are sharp.  Signals is a great idea, but it's not a priority.

I need reliability more than I need bells and whistles. 

Posts 1220
Mike Tourangeau | Forum Activity | Replied: Sat, Mar 23 2013 12:38 PM

Yes

Posts 194
Allen Petersen | Forum Activity | Replied: Sat, Mar 23 2013 9:07 PM

Mark and Mike,

Let me reiterate our apologies for the difficulties you have been facing while using the Proclaim Remote. Reliability has been our only focus during the last month. We have made a number of fundamental improvements. Yesterday we published a new version of the Remote which includes the on air status bar. This will be helpful in providing feedback about intermittent network connection problems. In addition the Remote will now automatically send us error reports which will enable us to address issues that we are not able to reproduce in-house.

The Android version of the remote is available in the Google Play store now. Historically the Apple App Store takes 5-10 days to approve version updates.

I’ll be following up with both of you via email to get more data about your specific environments.

Posts 19
Mark Phelps | Forum Activity | Replied: Sat, Mar 23 2013 10:01 PM

Thank you, Allen.

Posts 19
Mark Phelps | Forum Activity | Replied: Sun, Mar 24 2013 11:17 AM

UPDATE: Allen Petersen rocks!  Thank you, Allen, for spending the time to get us where we needed to be.  NO PROBLEMS TODAY!  FULL REMOTE CONTROL ACHIEVED!

We'll be using Proclaim for our Easter service next week.

Mark

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