23 Replies Latest reply: Oct 17, 2012 11:52 AM by tigerduck123 RSS

    issues updating/downloading large articles

    tigerduck123 Community Member

      I'm having issues uploading large articles (with videos) to the Folio Producer, I tried several times but it keeps crashing. The download to the iPad crashes as well upon downoad. Does anyone have the same problem right now?

       

      FYI - I can't just take the videos out, they need to be embeded so we can view the app without internet connection.

       

      Thanks!

        • 1. Re: issues updating/downloading large articles
          Imperius Rex

          I'm having difficulty updating even tiny articles. I keep getting a "Network Failure" error. Is that what you are experiencing?

          • 2. Re: issues updating/downloading large articles
            tigerduck123 Community Member

            Yes, same issue, it seems like it's getting worse, it's now crashing with smaller articles as well. Trying to get an app up and running for a tradeshow starting tomorrow :\

            • 3. Re: issues updating/downloading large articles
              Imperius Rex Community Member

              I'm trying a trick we had to use back in the early DPS days and trashing my InDesign preferences. I'll let you know if that works.

              • 4. Re: issues updating/downloading large articles
                Imperius Rex Community Member

                Nope. That didn't work.

                • 5. Re: issues updating/downloading large articles
                  tigerduck123 Community Member

                  Worth a shot though, I didn’t even know that trick exists. I think the problem lies with the Adobe server that’s slow as hell. My article with a video embedded took about 10 min or so to upload to the cloud. And the app download crashes exactly at 60.1mb out of 329mb every single time I try to download it.

                  • 6. Re: issues updating/downloading large articles
                    Imperius Rex Community Member

                    I've been there. It took @5 minutes for it to give me the error message on a page that is maybe 1mb. It turns out my stuff is getting up on the server despite the error messages. The just take forever and until I sign out I see exclamation points in my Folio Builder panel. It makes no sense. The servers have been extremely sluggish for me for the past week.

                    • 7. Re: issues updating/downloading large articles
                      tigerduck123 Community Member

                      I've been able now to download the app, but it's taking FOREVER and gives me an error half way through. I can resume the download though, but it's a painful process - I need to load the app onto 6 devices and I'm ready to pull my hair out :\

                      • 8. Re: issues updating/downloading large articles
                        jupett Adobe Employee

                        @tigerduck123

                         

                        Can you describe the content and steps you are using that result in the download causing the crash?  Anything special about the overlays or content?

                        • 9. Re: issues updating/downloading large articles
                          tigerduck123 Community Member

                          There is nothing complicated about my articles, I use simple image overlays and videos with auto play or play on tab. This is a reduced version of an app that I already used before and it worked fine back then. All I did was taking out content, so there shouldn’t be any issues besides the (large) file size of 330MB.

                           

                           

                           

                          It seems to me that your server is just extremely slow, considering that someone else posted about network issues as well. Do you know anything about it? I have to load the app on a total of 6 iPads until 4pm today, and it’s taking more than an hour for even one of them to download. I’m downloading them all individually because I’ve experienced that the download crashes completely if I try downloading the app simultaneously on multiple devices. HELP!!!

                          • 10. Re: issues updating/downloading large articles
                            thege033

                            We are also getting very, very slow response times from the DPS servers as well.  We are trying to bundle, update and download folios.  This is causing us a lot of frustration since we go on sale tomorrow with some major updates and enhancements for this particular brand.  Any updates??

                            • 11. Re: issues updating/downloading large articles
                              Imperius Rex Community Member

                              It seems this is a real and unisolated issue. I am in the midst of interacting with 'support', which of course is immensely frustrating. If any Adobe guys see this thread, can we get some kind of feedback or indication as to what the issue(s) may be?

                              • 12. Re: issues updating/downloading large articles
                                tigerduck123 Community Member

                                I’m talking to someone from support as well, very frustrating I agree! Especially as these performance issues have been discusses MANY times before on this forum. Downloading my app (328mb) for 15min now and still 100mb to go until finished #$%!@

                                • 13. Re: issues updating/downloading large articles
                                  negilaxman Adobe Employee

                                  Hello

                                  Sometimes the Adobe Viewer, or a custom Viewer, appears to crash. However, the iOS is in fact shutting it down because of a low memory state. You can confirm whether you have this issue by syncing an affected iPad to a Mac. Then retrieve the logs to see if there are LowMemory-[time stamp].log files. Here is where such log files, as well as crash log files, is found:

                                  Users/[user name]/Library/Logs/CrashReporter/MobileDevice/[device name]

                                  Look for a LowMemory log file with a time stamp that corresponds to the application's exit. Open it in a text editor and look for a line like the following:

                                  viewer <42d0b24207f7d625b2fefef7549afce3>   33490 (jettisoned) (active)

                                  The numbers can vary. However, if the line indicates that the "viewer" process was "jettisoned" while "active," the OS closed the process because of a low memory state. The most likely reason for this is that your viewer is reading into memory images that are larger than 1024 x 1024. Apple recommends against applications loading any image larger than this size as it contributes to a low memory state on the device. It can result in what appear to be application crashes. Review your folio source files and ensure that no images of greater size are used. If they are, simply resample them, and republish your content.

                                  The low memory state can also be the result of having too many applications running at once. Shut down applications you are not actively using to free up more memory.

                                  How to free up memory on your iPad


                                  1. From the home screen, double-click the Home button to display recently used applications.

                                  2. Tap and hold one of the applications until a red minus appears above it.

                                  3. Tap the red minus for all apps that are not currently needed.

                                  4. Tap anywhere above the list of recently used apps, to return to the home screen.

                                   

                                   

                                  Laxman

                                  • 14. Re: issues updating/downloading large articles
                                    tigerduck123 Community Member

                                    Thank you for the detailed response, I will look into it.

                                     

                                    My folio resolution is 2048x1536 to fit iPad3 and I'm worried that the lower image resolution will impact the quality of the photos as I need to scale the photos in Indesign instead of Photoshop. Any experience with that?

                                    • 15. Re: issues updating/downloading large articles
                                      Imperius Rex Community Member

                                      Laxman, I think that is one part of tigerduck's issues. He seems to be referring to a stalled download more than he is a local memory use issue. A few of us are experiencing real server-side slowdown that is creating errors and preventing us from getting our products out. This is the major issue at hand, as far as I can see from what just the three of us here are talking about. For example, the articles I was updating that got stuck varied in size from @1mb to maybe 35mb. One didn't even have any interactivity, it was just text and 2 small jpegs. I created a local folio and every one of the articles in question uploaded in about 1.5 seconds. That would seem to indicate a server-side issue, right?

                                      • 16. Re: issues updating/downloading large articles
                                        TeamApps Community Member

                                        I have been having errors during downloads for the past three days. This has been very frustrating and annoying! Today is the last straw of my patience! My folio was ready for publishing last night after being successful of going past the errors only I had to update it again this morning. Lo and behold, the ERROR DURING DOWNLOAD appeared again! I already uploaded a fresh new folio but to no success! We have to publish this product today. Please help!

                                        • 17. Re: issues updating/downloading large articles
                                          jamesroche Adobe Employee

                                          Can you follow up with me ASAP at roche@adobe.com with your folio's productID? I can check to see if there's a specific problem with your document.

                                           

                                          Thanks.

                                          • 18. Re: issues updating/downloading large articles
                                            ntoporcov Community Member

                                            I'm having the same issue. I'm trying to download a 448MB Folio to a Galaxy Note but the download does not even start. It stays stuck in the 0MB and then the error message comes.

                                             

                                            I don't know what to do anymore.

                                            • 19. Re: issues updating/downloading large articles
                                              tigerduck123 Community Member

                                              Sorry to hear that, did you already try to delete and reinstall the content viewer? Sometimes that can help.

                                              • 20. Re: issues updating/downloading large articles
                                                ntoporcov Community Member

                                                Yes I did, in fact I did it in about 15 minutes ago, I'm still having the same problem.

                                                 

                                                I read that sometimes large files only download on the same account that they were created. I'm checking with the developer of the folio to upload it through my account. We'll see how that goes.

                                                 

                                                Thanks for the help, I'll post the result here.

                                                • 21. Re: issues updating/downloading large articles
                                                  tigerduck123 Community Member

                                                  Interesting, I never heard of that. Other things that can help is reducing image size and streaming videos instead of embedding them. For me streaming wasn’t an option but it might be different for you. I know it’s super frustrating, good luck!

                                                  • 22. Re: issues updating/downloading large articles
                                                    ntoporcov Community Member

                                                    It worked! The folio were uploaded as private and free through the same adobe ID that I will use and now it downloaded ok, and fairly quick.

                                                     

                                                    No problems at all.

                                                    • 23. Re: issues updating/downloading large articles
                                                      tigerduck123 Community Member

                                                      You can share the folio with other email addresses, that way it’s still private so you don’t pay, but you can download it with multiple accounts.