0 Replies Latest reply on Nov 25, 2014 6:32 PM by EnhanceYourCalm

    ipad app gives one user odd behaviour cannot download - how to troubleshoot?

    EnhanceYourCalm

      The only similar thread I could find on this is : https://forums.adobe.com/thread/967187

       

      Users words (emphasis mine):

      When I go to look at the app and take the step to download it this message comes up. Cannot install item, please restart the app and download your purchase again. I must delete the app and reload it. Only when I do that it will down load so I can look at the booklet and what is on offer to buy?

       

      They have taken the ipad to their local Apple Store and the Genius has stated that its an App problem not the device (whatever assurance that gives, I'm not sure...)

       

      The app is NOT a paid one.

      Nor is the content.

       

      From the emphasis I ASSUME the following:

      The APP is installed successfully from the Apple App Store.

      The "content" is what is failing to load.

      When they try to access an "issue" they recieve the "error" about restarting the app and downloading your PURCHASE (odd wording for a free item?)

      When they DELETE the APP not the "issue", then it works for THAT issue (I'm heavily guessing most of this...)

       

      Now I have ONLY a single user that has reported this behaviour and I'm unable to reproduce it on any of our test systems, and without access to the customers device I'm not sure what else I can do from this end.

       

      I assume that there MIGHT be more information (1) on the iPad in question in an error log (settings on apple device MAYBE), but I don't have access to that, or (2) the server logs at either Apple or the Adobe/DPS/Amazon server that is hosting/serving the content that the user is trying to access... are these surfaced anywhere that I can get access to, I'm not using DPS on any kind of daily basis... I'm just the tech support for this...

       

      Any advice?

      --UPDATE-- more data from individual user:

      Exact message text is given when the user tries to choose any item (FREE issues) from within the apps (viewers) "library" and is:

      Cannot Install Item

      Please restart the app and download your purchase again.

      ____________________________________________

      OK

       

      timestamp: 1416060234765

      crashReporterKey: "e02338dbdee104b7cd89c4ec5c5b5d7b64f3ce83"

      isAnonymous: true

      deviceConfigId: 376

      investigationId: 0

      model: "iPad2,7"

      softwareBuild: "12B410"

      firmwareVersion: "iBoot-2261.3.32"

      basebandVersion: "7.03.00"

      buildtype: "User"

      tz_offset: 39600

      metriclogs {

        triggerTime: 1416009600000

        triggerId: 589838

        profileId: 376213

        wiFiMetricsManagerWatchdogEvent {

        }

      }

      metriclogs {

        triggerTime: 1416009600000

        triggerId: 589840

        profileId: 376211

        wiFiMetricsManagerPowerStatsUpdateEvent {

        }

      }

      metriclogs {

        triggerTime: 1416009600000

        triggerId: 589838

        profileId: 376213

        wiFiMetricsManagerWatchdogEvent {

        }

      }

      metriclogs {

        triggerTime: 1416009600000

        triggerId: 520196

        profileId: 376114

        profileId: 376115

        profileId: 376117

        profileId: 376118

        profileId: 376120

        profileId: 376121

        metricCCDiagnosticsAllowed {

        allowed: true

        timestamp: 1416009600000