The task is closed until we get all necessary information

iRidium mobile Support Team

Dear Theo,

We are working under this mechanism. We'll take into account your idea!

Thank you!

Best regards,
iRidium mobile Support Team

Hello!

Our dialogue went as follows:
1. You said about the crash on one project. We asked you to send logs. You haven't sent them yet.
2. You said about the crash on the other, new project with logs. The programmer will discover your logs only next week. This project has a known potential problem. That's why we advised you to exclude it until the moment the programmer will consider the logs.

Crashes on both projects may have different reasons. That's why we are waiting for logs from the first crash. Considering the second problem we've given you the advise where to see the information (and what protocols (TCP, HTTP UPnP) are used in the project?)

We can't garantee that judging by the logs it will be possible to determine the problem exactly (sometimes it is impossible). But these steps are your minimal actions. If the logs won't give any information, we'll try other methods, e.g.:
1. We'll ask you to isolate different systems in your project by turn to localize the problem. E.g., switching off control of some devices, excluding usage of some scripts and watching how the app will work in this case.
2. To launch your project in our checkout (with connection to your equipment) and revise the crash.

Best regards,
iRidium mobile Support Team

Hello!
We can't say why it crashes judging only by your words. We know about some limits of our app, that's why, please, exclude the crash because of lists. If it won't help, send the project to us and give us the access to your equipment so that we could catch this crash. Only then we'll say something definite

Best regards,
iRidium mobile Support Team

We know this problem with lists. They are not able to work with large data volume. You can ask Rodger about it (he deals with Sonos). But the recommendatoin will be like that - don't download many elements to the list at once, separate them.
We can't suggest any variants at present.

Best regards,
iRidium mobile Support Team

Hello!

You can get them directly from the device.
The details are here http://support.iridiummobile.net/topic/765675-crash-logs-on-ios/


Best regards,
iRidium mobile Support Team

Hello!

Does it happen on all the devices of the project or only on this one? Is everything ok with the rest of the devices?

Send everything to us. If the server syslog crashes we can send our one.

Can you send us the project and provide the remote control to it to see where the problem is? We won't press anything. According to the files you've sent, we can't say anything.

Best regards,
iRidium mobile Support Team

Hello!

Sorry, but we ourselves trouble by incontrol change of HWID on some devices. The situation doesn't appear systematically and not all the users complain that HWID changes, we apply directly to Apple.

To review the situation they need the following information (for each device):

1. Full system information of the affected device. E.g. iPhone 5 A1429 (on the back cover), v. iOS 8.3

2. Full detail description of the actions from the moment of the setting up to the moment of the change of HWID:
2.1.Setting of the app:
2.1.1. Date (time, if you remember) of the setting;
2.1.2. AppleID and the country that was chosen in the AppStore;
2.1.3. What HWID did you get?
2.1.4. iOS version

2.2. Use of the app BEFORE the moment of the upgrade and the change of HWID:
2.2.1. Did the iOS version change before the moment? What version did you upgrade to and what was the date of it (apr)?
2.2.2. Did the used AppleID change when you worked with the app? If yes, what ID did it change to and what country did you choose in the AppStore?
2.2.3. Did the app launch with the new AppleID?

2.3. Upgrade of the app and change of HWID:
2.3.1. iOS version
2.3.2. The date (time, if you remember) of the upgrade;
2.3.3. AppleID and the counry that was chosen in the AppStore at the moment of the upgrade;
2.3.4. Was the upgrade manual or automatical? Did you use any password? This happens if the AppleID, that was used with app installation, differs from the AppleID, that is used with upgrade. Did you press "Cancel" button during the upgrade?
2.3.5. What HWID did you get?

3. Do you have another programm from iRidium on this device? i2 control (2.1.2) or iRidiumHD?

Please, answer all the questions and send them to us in the letter (if the answers are apr. please tell about it). The address is support@iridiummobile.ru. The quicker we'll get this information from you, the quicker we'll send it to Apple and solve the situation.

Best regards,
iRidium mobile Support Team

Hello!

Thanks for information.
In the attached logfiles it is seen that the crashes happen inside of iOS, but outside of iRidium, that's why we can't see in the attached logfiles what exact part of iRidium software worked incorrectly.
Logfiles for our programme are called ““i2_Control_YYYY-MM-DD-24-hour””.

To know why crashes happen, we need the following information:
1. What changes in the project caused the crash of the app? Or does the app crash in the absolutely new project, that didn't launch before?
2. What drivers are used in the project?
3. Are the scripts used? If yes, which functions (IR.) are used?
4. We have to attach debugging log to iOS logfiles.
It is necessary to use debug level from the launch of the project until it crashes.

Best regards,
iRidium mobile Support Team

Dear Jerome,

We were talking about the example you described in your first e-mail.

Sincerely yours,

Olga Ermakova
iRidium mobile Team