iOS Troubleshooting
Published on Nov 25, 2015
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PRESENTATION OUTLINE
iOS Troubleshooting
The most fun you'll ever have!*
*claims not based on actual survey data
COMMON TROUBLESHOOTING STEPS
JUST BECAUSE THEY'RE COMMON DOESN'T MEAN THEY'RE WORTHLESS
The most common troubleshooting steps:
- App updates
- Quit and relaunch
- iOS updates
- Quit all and restart the device
- Reinstall the app
- Adjust settings: airplane mode, accounts, orientation lock, bluetooth, wifi
- App updates
- Quit and relaunch
- iOS updates
- Quit all and restart the device
- Reinstall the app
- Adjust settings: airplane mode, accounts, orientation lock, bluetooth, wifi
APP UPDATES
HAVE THESE ISSUES BEEN FIXED ALREADY?
Ensure that any glitches we’ve already fixed aren’t causing the problem they’re having.
QUIT AND RELAUNCH
LETS HAIKU DECK START OVER AND TRY AGAIN
Have you ever been counting something, and then someone tries to ask you a question, and you have two choices - start over, or try REALLY HARD to remember where you were? Usually, you choose to start over, right? Quitting and relaunching the app is sort of like giving it the chance to start over when it gets caught up trying to do something and isn’t doing it quite right anymore.
IOS UPDATES
IMPROVE OVERALL AWESOMENESS & COMPATIBILITY
iOS updates ensure that they’re running the version of iOS that’s the most efficient in general, and the most compatible with our app. Keep in mind, especially in cases where the user hasn’t updated in a really long time, iOS updates can sometimes cause unexpected issues (some where the user will have to erase their device and start over). In the cases where you recommend a serious iOS update, it’s a good idea to recommend they back up to iTunes or iCloud first.
QUIT ALL APPS & RESTART
LIKE TAKING A SHOWER AND WAKING UP REFRESHED
Ever been multitasking, and it’s like your wires get crossed and you suddenly can’t do any of the things you were doing very well? Quitting all of the apps and restarting device helps an iPad or iPhone / iPod Touch out of a sort of similar situation. It puts all of the pieces away and then picks them up anew and starts over. Keep in mind, quitting all running apps can pose a threat to other apps’ data. If the user had a paused game of Doodle Jump, for example, they can kiss that game goodbye if the app is quit.
REINSTALL HAIKU DECK
DITCH THAT BROKEN TOASTER AND GET A NEW ONE
If your vacuum cleaner broke, and you fixed it with duct tape, but it never really worked quite right after that, you’d want to replace it, right? That’s sort of the idea here. But imagine if your old vacuum was covered in sentimental stickers you’d collected over the years you’d had it? Or art you’d painted all over it? Reinstalling the iPhone app will just require users to sign back in, but reinstalling the iPad app runs the risk of data loss. If the app’s crashing and nothing else fixes it, then they’re pretty screwed, but never suggest reinstalling without exploring other options first (or making sure they don’t have anything important at stake).
ADJUST SETTINGS
THE FOLLOWING SETTINGS CAN INFLUENCE FUNCTIONALITY:
Some settings can affect the way the app works...
AIRPLANE MODE
TOGGLE IT TO RESET WIFI, BLUETOOTH, CELLULAR DATA
Toggling this will restart the networking hardware. Anything that sends or a receives a connection outside of the device will be restarted. It’s an easy, quick step to try for any connectivity issues.
SIGNING OUT & BACK IN
CAN RESOLVE SYNC & PUBLISH ISSUES
For sync issues and issues with their Haiku Deck account, signing out and back in can help. For sharing issues, making sure their accounts are set up properly in the Settings app can help.
ORIENTATION LOCK
AFFECTS HOW THE DEVICE WILL DISPLAY VISUALS WHEN ROTATED
Affects how the iPad will output and display visuals when the iPad is rotated.
BLUETOOTH & WIFI
SYNCING, PUBLISHING, REMOTE, APPLETV: ALL INFLUENCED
Both available in the Settings app, checking these can help resolve issues with syncing, publishing, using iPhone remote or AppleTV, accessing free images, purchasing premium images, etc.
COMMON ISSUES
THE BANE OF OUR EXISTENCE
CRASHING
WHEN THE APP 'CLOSES' UNEXPECTEDLY
Crashing is when the app ‘closes’ unexpectedly. It may still show in the list of running apps, and it may not. Many users will perceive the app as having closed, so making sure to provide them with detailed quitting steps, so they don’t think they’ve already tried ‘closing the app,’ is important.
CAUSES:
- Not enough memory
- Corrupted software
- Corrupted deck
- Bugs
Common crash culprits:
- Running out of RAM (temporary memory - something running apps share to perform tasks; think of it like trying to memorize the phone number from a tv commercial that just played while you look for a pencil to write it down with)
- Running out of physical memory (hard drive space - this is the space occupied by data and apps, and when you make a deck, it’s saved in your physical memory)
- Corrupted software (app isn’t installed properly, didn’t update properly, gambles with its friends in the Mafia on Friday nights, etc.)
- Something corrupt about a deck (typically indicated by one deck causing crashes when the rest don’t)
- Running out of RAM (temporary memory - something running apps share to perform tasks; think of it like trying to memorize the phone number from a tv commercial that just played while you look for a pencil to write it down with)
- Running out of physical memory (hard drive space - this is the space occupied by data and apps, and when you make a deck, it’s saved in your physical memory)
- Corrupted software (app isn’t installed properly, didn’t update properly, gambles with its friends in the Mafia on Friday nights, etc.)
- Something corrupt about a deck (typically indicated by one deck causing crashes when the rest don’t)
THINGS TO LOOK OUT FOR:
- Old stuff
- Overworked devices
- Recent updates
- Specific actions
Things to look out for:
- Old stuff! Out of date version of Haiku Deck, old versions of iOS, and old iPad models.
- When’s the last time they restarted their device? Or quitted everything that’s running? iOS devices can get bogged down just like computers can when there’s a bunch of stuff running and the machine hasn’t been shut down recently.
- Have they used the app in awhile? If not, a recent update may have caused some trouble that will not be fixable without uninstalling / reinstalling.
- What are they doing when the app crashes? Is it only when they are trying to use specific photos from their Camera Roll? Is it when they tap Edit on their boring-as-hell 212-slide deck about their trip to Argentina? If the app is crashing when the user tries something very specific, knowing that can be very helpful for identifying the best steps to try if the normal first steps don’t help.
- Old stuff! Out of date version of Haiku Deck, old versions of iOS, and old iPad models.
- When’s the last time they restarted their device? Or quitted everything that’s running? iOS devices can get bogged down just like computers can when there’s a bunch of stuff running and the machine hasn’t been shut down recently.
- Have they used the app in awhile? If not, a recent update may have caused some trouble that will not be fixable without uninstalling / reinstalling.
- What are they doing when the app crashes? Is it only when they are trying to use specific photos from their Camera Roll? Is it when they tap Edit on their boring-as-hell 212-slide deck about their trip to Argentina? If the app is crashing when the user tries something very specific, knowing that can be very helpful for identifying the best steps to try if the normal first steps don’t help.
BEST ORDER TO TRY STEPS IN, USUALLY:
- App updates, quit app & relaunch
- Quit all apps & restart the device
- iOS updates
- Reinstall the app
EXCEPTIONS:
- Editing a specific deck
- Importing specific photos
- Copying and pasting text
Exceptions to ‘best order’ steps:
- Editing a specific deck - try copying the deck
- Importing a specific photo or group of photos - something’s probably up with those photos
- Copying and pasting text - invisible markup (formatting language) is probably adding confusing bulk to the text in the app. Try manually typing the text.
- Editing a specific deck - try copying the deck
- Importing a specific photo or group of photos - something’s probably up with those photos
- Copying and pasting text - invisible markup (formatting language) is probably adding confusing bulk to the text in the app. Try manually typing the text.
NETWORKING ISSUES
FAILURE TO COMMUNICATE
Networking refers, in this case, to any internet connectivity the app uses to function. It also refers to any connectivity required for things like emailing an exported PowerPoint or a link to your deck.
SOME SYMPTOMS:
- Issues with image search
- Issues with syncing & publishing
- Issues importing photos
- A creeping sense of loneliness
Symptoms of potential network-related issues:
- Issues with Flickr photos (when Flickr’s not down)
- Only Premium Images showing in search results
- Sync issues
- Publishing issues
- Issues importing photos from Facebook, Google Drive, etc.
- Issues with Flickr photos (when Flickr’s not down)
- Only Premium Images showing in search results
- Sync issues
- Publishing issues
- Issues importing photos from Facebook, Google Drive, etc.
COMMON CULPRITS:
- Firewalls & heightened security
- Low bandwidth
- A crummy connection
- User is in North Korea
Common network issue culprits:
- Firewalls & heightened network security
- Low bandwidth (a connection that doesn’t allow lots of fast traffic, like 4G / cellular data or low-quality public wifi, for example)
- Poor connection - like sometimes in our office, the ‘quiet’ room will say you have a wifi connection but you need to turn it off and back on again
- Governmental restrictions for international users (probably not going to come up, but a possibility for things like issues with Flickr)
- Firewalls & heightened network security
- Low bandwidth (a connection that doesn’t allow lots of fast traffic, like 4G / cellular data or low-quality public wifi, for example)
- Poor connection - like sometimes in our office, the ‘quiet’ room will say you have a wifi connection but you need to turn it off and back on again
- Governmental restrictions for international users (probably not going to come up, but a possibility for things like issues with Flickr)
BEST STEPS TO TRY FIRST:
- Try another network
- Update the app
- Quit app, toggle Airplane Mode
- Restart device
- Reinstall the app
Best order to try steps in, usually:
- Try another network - if another one works, check security / firewall of original one
- App updates (for sync issues, which could have to do with old version of app)
- Quit Haiku Deck, toggle airplane mode (two birds with one short email)
- Restart the iPad
- Reinstall the app
- Try another network - if another one works, check security / firewall of original one
- App updates (for sync issues, which could have to do with old version of app)
- Quit Haiku Deck, toggle airplane mode (two birds with one short email)
- Restart the iPad
- Reinstall the app
Photo by Mister Wind-Up Bird
EXCEPTIONS:
- "I cant download the app."
- "It won't email."
Exceptions:
- “I can’t download the app.” Usually this is an issue with parental controls or school restrictions on the iPad itself. To check, users can go to the Settings app, then look under General -> Restrictions.
- “It won’t email.” This could possibly have something to do with the email settings in their Settings app, or limits to attachments if they’re trying to send a PowerPoint export.
- “I can’t download the app.” Usually this is an issue with parental controls or school restrictions on the iPad itself. To check, users can go to the Settings app, then look under General -> Restrictions.
- “It won’t email.” This could possibly have something to do with the email settings in their Settings app, or limits to attachments if they’re trying to send a PowerPoint export.
PERIPHERAL CONNECTIVITY
TROUBLE CONNECTING DEVICES
PERIPHERALS
ARE OFTEN THE HARDEST TO TROUBLESHOOT REMOTELY
SO MANY VARIETIES OF:
- Cables
- Adapters
- Connections
- External devices
- User expectations
Anytime users run into trouble connecting their devices to another, troubleshooting can be very difficult. The reason it’s difficult is because there are so many things to consider, such as:
- Cable functionality (like HDMI cables, projector cables, power cables, etc.)
- Adapter functionality (to connect iPad / iPhone to HDMI, VGA, DVI, etc.)
- Wireless connectivity (wifi, Bluetooth, Airplay)
- External devices (TV, projector, AppleTV, iPhone, iPod Touch, etc.)
- User expectations (do they think this cable should work when it won't? Do they expect a device to do something it's incapable of?)
- Cable functionality (like HDMI cables, projector cables, power cables, etc.)
- Adapter functionality (to connect iPad / iPhone to HDMI, VGA, DVI, etc.)
- Wireless connectivity (wifi, Bluetooth, Airplay)
- External devices (TV, projector, AppleTV, iPhone, iPod Touch, etc.)
- User expectations (do they think this cable should work when it won't? Do they expect a device to do something it's incapable of?)
BEST STEPS, USUALLY:
- Quit & relaunch the app
- Settings: wifi, BT, orientation
- Known-good combinations
- Restart the device(s)
Best order to try steps in, usually:
- Quit and relaunch the app.
- Check settings: wifi, bluetooth, screen orientation
- Try a combination the user knows works. For example, a cable, iPad, and projector combination they’ve had success with before. Then, replace part-by-part to identify the culprit. OR, try replacing items one at a time - try another cable, try another projector, try another tv, etc. one by one.
- Restart the devices - iPads, iPhones, TV’s, projectors, you name it.
- Quit and relaunch the app.
- Check settings: wifi, bluetooth, screen orientation
- Try a combination the user knows works. For example, a cable, iPad, and projector combination they’ve had success with before. Then, replace part-by-part to identify the culprit. OR, try replacing items one at a time - try another cable, try another projector, try another tv, etc. one by one.
- Restart the devices - iPads, iPhones, TV’s, projectors, you name it.
QUESTIONS?
DON'T FORGET TO CHECK THE PORTAL!
The search on the portal doesn't always work the best, but if you pick a category from the main landing page, the results are usually pretty helpful.
View the Google Doc this deck was drafted from:
https://docs.google.com/a/giantthinkwell.com/document/d/1Ar2-FQIS_74CLCkH9N...
View the Google Doc this deck was drafted from:
https://docs.google.com/a/giantthinkwell.com/document/d/1Ar2-FQIS_74CLCkH9N...
