Reports going unanswered

Discussion in 'Community Feedback' started by Formatted, Mar 26, 2018.

  1. Formatted

    Formatted Member

    Location:
    Wiltshire
    It used to be that when you reported something, you got a reply telling you what action was taken. That hasn't happened in a while. Transparency is important (see Youtube comment reporting issues); is this a change of policy?
     
  2. Clive

    Clive Staff Member

    Location:
    Lichfield
    No change of policy and as far as I’m aware all are up to date and answered if required

    Not all reports require and answer though some just need action
     
  3. beefandsleep

    beefandsleep Member

    Location:
    Staffordshire
    While I have your attention Clive, the app keeps freezing all the time and I have to keep rebooting my phone to get it working again.
     
  4. Clive

    Clive Staff Member

    Location:
    Lichfield
    will investigate, im away this week but @Chris F can check if all is running ok from the office
     
  5. Chris F

    Chris F Staff Member

    There are no reports outstanding. And all have been dealt with in the normal manner. There are only 4 options for us to select from.

    Is there a recent report you are referencing. I’ll ask in the mod area to see who dealt with it.
     
  6. Chris F

    Chris F Staff Member

    There was a new version released recently I believe. Has they app been updated on your phone. I don’t use it myself. But have just downloaded it to test.

    Can you confirm phone and operating system please?
     
  7. Chris F

    Chris F Staff Member

    Actually I have just looked up your last report and sent you a screenshot of the resolution. It was dealt with in the normal manner and marked resolved. I have no idea why you didn't get a notification. Do you have site emails turned off?
     
  8. beefandsleep

    beefandsleep Member

    Location:
    Staffordshire
    iPhone 6, the software and the app are up to date.
     
    Chris F likes this.
  9. Chris F

    Chris F Staff Member

    I'm on a 6 as well - so will test it as well. I'll report to people who maintain the app to see if its been throwing any errors. Thanks for letting me know.
     
    beefandsleep likes this.
  10. Gav

    Gav Member

    Location:
    Dereham, Norfolk
    I’m having the same problem @Chris F , IPhone 8 running the latest app, pages freeze and then the app crashes, been doing it for the last couple of days.
     
  11. Chris F

    Chris F Staff Member

    @beefandsleep @Gav We have now run a full diagnositc test of the App and it has passed every test. Note from the dev team below:

    So we will get the the app updated again and try that. Sorry we weren't able to find the root cause though. Its an odd one.
     
  12. Chris F

    Chris F Staff Member

    @beefandsleep and @Gav

    Request from Dev team:

    The users experiencing issues, are they tech savvy / helpful enough to collect the crash log? Might reveal more information...

    1. On your iPhone or iPad, navigate to the Settings app
    2. Go to Privacy
    3. Go to Diagnostics & Usage
    4. Go to Diagnostic & Usage Data
    5. You will see an alphabetical list all crash logs on your device, find TFF
    Once you’ve entered the crash log, you can long-press to select all of the text and copy to your clipboard and paste it to you in a forum message.

    Could you paste the results in this thread please?
     
  13. beefandsleep

    beefandsleep Member

    Location:
    Staffordshire
    I followed the instructions as far as privacy then there was no option to select diagnostics & usage.
     
  14. beefandsleep

    beefandsleep Member

    Location:
    Staffordshire
    I will delete and reload the app, that may do the trick.
     
  15. Settings>Privacy>Analytics>Analytics Data>
     
    beefandsleep likes this.
  16. beefandsleep

    beefandsleep Member

    Location:
    Staffordshire
    Thank you Philip, that worked. I had a look but the text is absolutely massive and I’m not sure it’s the right one. The app just crashed again and on looking in analytics there wasn’t a new report. I reloaded the app last night and this time I didn’t have to restart my phone, just reopened the app and it started up fine so maybe it’s sorted now.
    I flicked the switch on the share analytics with app developers so I assume if it happens again they will get some kind of notification?
     
    Philip Watkins likes this.

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