Error where app won’t open when sending a report

April 4, 2014 — Leave a comment

We have had reports of this crash this morning and it seems we have developed a problem on our server overnight which is sometimes causing a crash when the app tries to send the email report.

Some users have managed to fix the crash by rebooting their iPad. To do this, you will need to press the home button and the side button simultaneously until the iPad switches off and then on again. This seems to work in about 50% of cases. If this does work for you, I would recommend disabling the reports for the time-being to ensure the crash doesn’t happen again.

Another user has managed to work around the problem by setting their device to Flight Mode before opening the app. This stops the app trying to find an internet connection and enables the app to be opened. Again, if you are able to do this, I’d disable reports for the time-being.

Since we haven’t managed to reproduce the crash on our own devices as yet, it would help us immensely if users experiencing this crash were able to enable the diagnostics and usage on to their iPad. To do this, go to SETTINGS>GENERAL>ABOUT>DIAGNOSTICS AND USAGE>AUTOMATICALLY SEND. This will help us to identify the cause of the problem.

Please be assured that we are working hard to fix this problem. As soon as we have any news we will update you.

Tom Minor

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