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Johannes Eckert
Johannes Eckert
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Content Viewer from V22 not working

Aug 7, 2012 2:06 PM

I want to quickly report that I just build a v22 content viewer (v2.7.0.17.56182) and many items in my library are not working: I cannot open folios with the "View" button, nothing is happening.

 

Some that I can open (only 1 of 20) only shows the first page.

 

These are folios that are comming from the server, not direct preview.

 

Also, downloading new folios is not working "Cannot connect to server at this time", wich might be just because of the ongoing server update?

 

—Johannes

2333 Views   19 Replies   Latest reply: Nathan Marroquin, Aug 13, 2012 7:57 AM
 
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  • Johannes Eckert
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    1. Johannes Eckert,
    Aug 7, 2012 2:06 PM   in reply to Johannes Eckert
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    used Viewer Builder

    2.2.0.29.55824-RC

    from the dashboard to build my viewer.

     
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  • Johannes Eckert
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    2. Johannes Eckert,
    Aug 7, 2012 2:11 PM   in reply to Johannes Eckert
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    I have to correct myself, the folio showing only one page is correct (it was an outdated version and I confused myself by being logged in into a different account and got no update).

     

    Other folios with multiple pages are working. But I can only open a few ones, at many others nothing is happening when I tap on "view".

     

    —Johannes

     
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  • Bob Bringhurst
    3,436 posts
    May 29, 2007
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    3. Bob Bringhurst,
    Aug 7, 2012 2:11 PM   in reply to Johannes Eckert
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    I'll find out if this is a temporary problem caused by the updates or a problem with the Viewer Builder. Thanks for reporting.

     
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  • Johannes Eckert
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    4. Johannes Eckert,
    Aug 7, 2012 2:21 PM   in reply to Bob Bringhurst
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    Thanks. Just tested in a custom app as well where it is happening too

    (rarely).

    When I archive and re-download the folio it works.

     

    —Johannes

     
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  • Johannes Eckert
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    5. Johannes Eckert,
    Aug 7, 2012 2:24 PM   in reply to Bob Bringhurst
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    ANOTHER BUG:

     

    Hotzones are not working on the first page. also, it is not possible to get

    back to the first page with hotzones, it stops on the second page.

     

    —Johannes

     
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  • Johannes Eckert
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    6. Johannes Eckert,
    Aug 7, 2012 2:36 PM   in reply to Johannes Eckert
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    to be more precise on the last one:

     

    seems to be somehow connected to flattened articles. i cannot advance to the next "page"/article at the end of a flattened stack in my viewer with hotzones activated.

     

    —Johannes

     
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  • Bob Bringhurst
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    May 29, 2007
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    7. Bob Bringhurst,
    Aug 7, 2012 5:33 PM   in reply to Johannes Eckert
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    Johannes - I built a custom Adobe Content Viewer and it worked fine for me. I deleted the previous version first, synced, and then loaded it. Can you try that and let me know if it works for you?

     

    I think you're confusing hot zones with two-finger swiping. Hot Zones are enabled in Viewer Builder, and they let you tap the edge of the page to move to the next or previous article. Two-finger swiping is enabled for all v22 viewers and lets you jump across pages in a flattened stack.

     
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  • Yves Apel - IC
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    8. Yves Apel - IC,
    Aug 8, 2012 12:13 AM   in reply to Bob Bringhurst
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    Dear Bob,

     

    I have exact the same problems as Johannes.

     

    • Hotzones are not working for me at all in my custom viewer (also tried with App uninstalled from iPad and deleted in iTunes). Another updated App works fine for the moment.
    • Some Folios will not open when clicking on view. This happens in the custom viewer and in the updated App (until complete reinstall and redownload of the folios). This needs a hotfix. We can't write in the AppStore that the consumer has to completely reinstall the App. I'm not sure but I think Apple will not allow this at all? Not even to think about the download count
     
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  • Johannes Eckert
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    9. Johannes Eckert,
    Aug 8, 2012 12:21 AM   in reply to Yves Apel - IC
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    Hey Bob,

     

    Yeves is right. If you delete teh app first all folio have to be made again

    and THEN the view button is working. But that is not the normal scenario.

    If you just update the app, most of the View Buttons are NOT working.

     

    Also, in my case, Hotzones are not working on the last page of a flattened

    article. I am well aware that 2-finger-swipe is a differnt thing. I cannot

    get to the next article if I am on the last page of a flattened article by

    tapping my hotzone (in other pages it is working, other than Yves

    experience).

     

    Yes this needs a hotfix. I will make a note on the caniupdate site.

     

    —Johannes

     
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  • Bob Bringhurst
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    May 29, 2007
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    10. Bob Bringhurst,
    Aug 8, 2012 6:18 AM   in reply to Johannes Eckert
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    I'll ask around. Thanks for reporting.

     
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  • Nathan Marroquin
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    11. Nathan Marroquin,
    Aug 8, 2012 8:31 AM   in reply to Bob Bringhurst
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    Regarding previously downloaded folios not Viewing, please help in confirming a few things.

     

    Here are my assumptions:

    1. In a previous version of a custom viewer you download several folios.
    2. All folios can be viewed.
    3. You build a v22 version of the custom viewer with the same viewer attributes.
    4. You drag-and-drop the viewer into iTunes, which replaces the previous version in the iTunes library.
    5. You sync to your iPad, which replaces the previous version on your iPad.
    6. You launch, and tap view on all folios. Some view without issue, some do not view at all.

     

    Do these set of steps accurately reflect what you are seeing?

    Also, which previous version were you using? v21, v20? Something earlier?

     

    Second, for the folios that cannot be viewed is there any pattern or attribute that you can think of that may cause the issue?

    Are these folios "Retail" or "Free"?

    Prior to app upgrade were they in a fully downloaded state, or were they in progress at the time of upgrade?

    For the folios that do not view, had they been in the Library for several days/weeks/months?

     

    I ask these questions because internally we've tried a number of upgrade scenarios and have not reproduced the problem yet, so your help in helping us understand what conditions might trigger the problem is greatly appreciated.

     
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  • Johannes Eckert
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    12. Johannes Eckert,
    Aug 8, 2012 8:45 AM   in reply to Nathan Marroquin
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    Nathan,

     

    your assumption of the process is right with the my custom v22 Content

    Viewer.

    I have an dev multi folio app that I load from the Safari browser on the

    ipad, without itunes, similar to an App Store update.

     

    Also, which previous version were you using? v21, v20? Something earlier?

    comming from v21, all folios in my content viewer and dev viewer are v21

     

    Second, for the folios that cannot be viewed is there any pattern or

    attribute that you can think of that may cause the issue?

     

     

    sadly, no.

     

    Are these folios "Retail" or "Free"?

    in my dev app (enterprise in-house distribution app) they are all free.

     

    Prior to app upgrade were they in a fully downloaded state, or were they in

    progress at the time of upgrade?

     

     

    fully downloaded.

     

    For the folios that do not view, had they been in the Library for several

    days/weeks/months?

     

     

    from days to weeks, with folios new from yesterday, or updated in the past

    days.

     

    I don't even see the new spinning wheel appearing on these folios. maybe

    later this day I can try to fetch a "corrupt" folio with phonedisk and send

    it to you for inspection.

     

    —Johannes

     
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  • Nathan Marroquin
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    13. Nathan Marroquin,
    Aug 8, 2012 8:56 AM   in reply to Johannes Eckert
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    Johannes, I'm unfamiliar with the process of updating an app through Safari. Can you share a pointer on how to do this so we can try it out?

     
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  • Johannes Eckert
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    14. Johannes Eckert,
    Aug 8, 2012 10:29 AM   in reply to Nathan Marroquin
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    it's ad hoc distribution by Apple, using a manifest.plist file

     

    —Johannes

     
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  • Yves Apel - IC
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    15. Yves Apel - IC,
    Aug 8, 2012 11:22 AM   in reply to Nathan Marroquin
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    Hi Nathan,

     

    In a previous version of a custom viewer you download several folios.

    Yes

     

     

    All folios can be viewed.

    Yes

     

     

    You build a v22 version of the custom viewer with the same viewer attributes.

    Yes, but not just a custom viewer. Also a developer build of a multi-folio App

     


    You drag-and-drop the viewer into iTunes, which replaces the previous version in the iTunes library.

    For the custom viewer, I used drag&drop with replacement of the App before.

    The developer build was not anymore in the iTunes Library but still installed on the iPad.

     


    You sync to your iPad, which replaces the previous version on your iPad.

    Yes

     


    You launch, and tap view on all folios. Some view without issue, some do not view at all.

    Yes

     

    Do these set of steps accurately reflect what you are seeing?

    Yes

     

     

    Also, which previous version were you using? v21, v20? Something earlier?

    Mixed. But mainly v21

    The custom viewer had folios downloaded from the frontend Account and directly transfered from InDesign within the Folio Builder Panel

    The dev build had only fully published folios

     

     

    Second, for the folios that cannot be viewed is there any pattern or attribute that you can think of that may cause the issue?

    I'm not sure anymore but I think that the folios that are WORKING are all these transfered directly from InDesign to the Viewer.

     


    Are these folios "Retail" or "Free"?

    Free

     


    Prior to app upgrade were they in a fully downloaded state, or were they in progress at the time of upgrade?

    fully downloaded

     


    For the folios that do not view, had they been in the Library for several days/weeks/months?

    mixed: at least days and weeks

     

     


     
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  • Nathan Marroquin
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    16. Nathan Marroquin,
    Aug 9, 2012 9:06 AM   in reply to Yves Apel - IC
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    Thanks Yves, are you also installing the application over the air using ad-hoc distribution?

     

    Also, for the affected folios could you include a screenshot of the library and identify the folios in the state? Given that we haven't reproduced this internally I'm hoping a visual inspection can give us some clue as to what would cause this.

     

    Thanks for your cooperation and patience as we try to work through this.

     
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  • Yves Apel - IC
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    17. Yves Apel - IC,
    Aug 9, 2012 11:10 AM   in reply to Nathan Marroquin
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    Hi Nathan,

     

    Thanks Yves, are you also installing the application over the air using ad-hoc distribution?

    No, we have the pro version of the ADPS Tools. There is no Enterprise Build available.

     

     

    Also, for the affected folios could you include a screenshot of the library and identify the folios in the state? Given that we haven't reproduced this internally I'm hoping a visual inspection can give us some clue as to what would cause this.

    I had already replaced the Custom Viewer with a reinstall. But there is a chance that there is another iPad of our production team, not yet updated with the latest version of custom viewer. I will let you know if I have some news. Is there an adress where I can send the screenshots, if any?

     

     

    Did you try the following in your tests?: Create a custom viewer (v21) with an OLD VERSION of the Viewer Builder. Install it on the iPad. Download some published, non-published and directly transfered folios. Create then a new custom viewer (v22), with the latest version of the Viewer Builder. Update the new custom viewer on the iPad. This must result in the behaviour that Johannes and me were noticing.

     

     

    I don't know when I can make tests to this problem. I'm currently battleing with the new found error "[Error: exportArticleFolio]" (http://forums.adobe.com/thread/1046825?tstart=0) that is driving me crazy. I have to contact the gold support tomorrow as the customer wasn't amused that the presentation was not possible due to this errors and this is getting high priority.

     
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  • Yves Apel - IC
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    18. Yves Apel - IC,
    Aug 10, 2012 11:39 AM   in reply to Yves Apel - IC
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    Hi,

     

    I found the time to test on another iPad that had the old content viewer installed (not that easy).

    I created the update to the v22 custom viewer over iTunes.

     

    Result: Some folios are working. Some not. They come from different accounts. They have been directly transfered from the folio builder or downloaded from digitalpublishing.acrobat.com. Mixed v20 and v21 folios.

    The only thing that may be a common mark is that folios published before June seem working and folios published from beginning June aren't. It is possible that folios created with the v21 plugins are affected.

     
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  • Nathan Marroquin
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    19. Nathan Marroquin,
    Aug 13, 2012 7:57 AM   in reply to Yves Apel - IC
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    Hi Yves,

     

    Thanks for the additional details. We will follow up on your theory regarding publishing time frame. I believe my own testing involved folios published in May, which may explain the success case.

     
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