Q: My question is not addressed below
A: If you are experiencing issues with your app that are not resolved below, it is very important that you provide the following so that we can troubleshoot and fix the error:
+ The exact steps to replicate the error: If you cannot replicate the error, it will be very hard to fix. The more details you provide, the better.
+ Screenshots of every single step. This is very important so that the team can see the other elements of the page. Please read below, how to take iPad screenshots.
+ The version number of the iPad having the issue.
+ The iOs version number of the iPad having the issue: To get the iPadiOsverion number, tap on the “Settings” icon, tap on the “General” option. The version number will be shown there.
+ The version number of your magazine app in the iPad having the issue: Provide a screenshot of your app home page with the settings section opened. To do this, click on the settings icon located at the bottom right of the app home page. The setting section will expand on the home page. Please provide a screenshot of that page.
+ The device token number of the iPad having the issue: You can find the device token in the settings section of the app. Simply click on the settings icon, the settings section will expand. You can copy the device token there or click on the “contact us” link to send an email with the device token.
Q: How do I take a screenshot with my iPad
A: Simply click on the Home Button and the Power Button at the same time
Q: How do Subscribers Only Issues Work?
A: Subscribers Only Issues are magazine issues available only to current magazine subscribers. If you are not subscribed, you cannot download it. These magazine issues only display a Download button and have a yellow sash with the word Private. A nonsubscriber that clicks on the Download button will get a pop up advising him/her that they first need to subscribe. A user that is a subscriber, can download any Subscriber only issue.
Q: Do I need an Internet Connection to read the magazine?
A: If you only want to read text and see the Images then you can do this without an online connection. However, if you want to watch videos, then yes, you will need to be connected to watch them.
Q: I upgraded to iOs7, but am not seeing my purchases and am no longer subscribed?
A: If this happens, click on the yellow subscribe button and do a “Restore All Purchases”. First, ensure you are logged in with the same Apple ID that you used to subscribe or purchase magazine issues. Apple will restore their purchases.
Q: The App is crashing
A: First, follow Apple’s guidelines here:http://support.apple.com/kb/ts1702
Q: I subscribed, but I still see the yellow subscribe button and no issue is downloaded
A: This is something that can happen due to a connection error between the iPad and the Apple servers. Please perform the following steps:
Fully close the magazine, tap on the home button to ensure you have exited the magazine, then double tap the home button. All of the opened apps will appear at the bottom of the iPad. Press and hold on top of the magazine, the apps will start to shake, tap on the red minus sign to fully close the magazine.
Make sure you are logged in with the same Apple ID you used when you subscribed to the magazine. To do this, tap on the Settings tab, scroll down and tap on the store tab, double check that the same Apple ID is being used. If not, sign out and sign in with the correct Apple ID
Re-launch the Magazine. Go to the Newsstand App and tap on the magazine to launch it. The splash page will appear and then the magazine home screen will show. The page should be updated and now the yellow subscribe button will have been replaced with a grey Restore button.
Restore all purchases. You can tap on the restore button if desired to re-download all previously purchased magazine issues.
Q: How do I cancel my magazine subscription?
A: Here are the steps:
- On your iPad, tap on the Settings icon.
- Tap on iTunes & App Stores (on the left side).
- Tap on your Apple ID.
- Tap on View Apple ID.
- Enter your iTunes Password.
- Tap on Manage (in the Subscriptions Section)
- You will then see all of your magazine subscriptions.
- Tap on the magazine you want to cancel.
- Your current subscription details will be shown.
- Turn auto-renewal to “off”.”
Q: How does the purchase process work?
A: You can either subscribe to your magazine or you can buy single issues. If you subscribe (Auto-Renewal) you will get the latest magazine issue published and will have access to any future issues as long as you remain a subscriber. If you purchase a single issue, you will be able to download that issue immediately after the successful purchase.
Q: How do Special Issues Work?
A: Special Issues are different in the sense that they are not part of the magazine subscription. They are independent special issues and everyone, including magazine subscribers, will need to buy them in order to read them. Special issues will have a red “Special” sash and will appear below the top section in your mag home screen.
Q: If you are not getting the new magazines delivered automatically
A: We love Apple but even they are not perfect. Push Notifications are awesome but sometimes the user’s iPad can drop push notification connection. Weird but it happens. What you can do is to turn off WIFI, turn on Airplane mode, then reconnect to WIFI. You can also try to connect to another WIFI network for a while and then switch back to your WIFI network. Restarting your iPad can also sometimes help.
Q: I am getting a “Cannot connect to itunes Store” when clicking on the subscribe button or buy button
A: This can happen in the following situations: The user does not have WIFI or internet access, or the user has “Restrictions ON” to prevent others from making purchases in his iPad. Restrictions are located on the general settings and should be disabled to allow inApp purchases.
Q: I’m having other problems not listed here, what can I do?
A: Send in youriPad crash logs.
To do this, go to the settings icon onyouriPad. Click on general, then click on About, then click on “Diagnostic & Usage”, then click on “Diagnostic & Usage Data”.
There will be a list with different types of error logs from the iPad. Find the ones that have your Magazine name in the title and tap on the entry to see all the details. Press and hold and choose the “Select All” option that will appear and then click on “Copy”
Paste the log you just copied, into an email and send it to firstname.lastname@example.org. You can send in one email per error log you find.
Provide us as much information as possible about the error. It is especially important to note the exact steps you took to get the error as well as noting your iPad setting, so we can try to replicate the error.