FAQ – Support
Here are a few questions you might have regarding the app you have downloaded:
Problem: The App is crashing
A: The MagCast App has been battle tested and most likely the issue is on the user device. The first thing you need to do is to follow Apple guidelines here:
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. You may need to send us a screenshot to show the error. Take a screenshot of the specific error. Now email the screenshot to us at email@example.com.
Next do this:
Go to bottom right of magazine home screen. You will see a settings icon. Click on the icon. The bottom section ofthe magazine opens and you will see a weird number and a link that says “MAIL”. Click on mail, copy the device token and send an email which has this device token.
Q: You subscribed but 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. if this happens please advice your client to perform the following steps:
1. Fully close the magazine, tap on the home button to ensure you have exited the magazine, then double tap the home button. All the opened apps will appear at the bottom of the ipad.
2. 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.
3. Make sure you are logged in with the same Apple id that subscribed to the magazine. To do this, tap on the Settings app, scroll down and tap on the store app, double check that the same Apple ID is being used. if not, sign out and sign in with the correct Apple ID.
4. Relaunch 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 would 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 can a subscriber cancel their mag subscription?
A: Here are the steps, Tap on Settings App, Scroll and Tap on Store, Scroll down and Tap on your Apple ID,Then Tap on “View Apple ID”, Enter your Password, Scroll Down and Tap on Manage in the Subscriptions Section, You will see your Magazine subscriptions, Tap on the one you want to cancel. Your Current Subscription details will be shown, Turn auto-renewal to OFF. How to Cancel Your Magazine Subscription.
Q: How does the purchase process work?
A: Your app users can either subscribe to your magazine or they can buy single issues. If they subscribe (Auto-Renewal) they will get the latest magazine issue published and will have access to any future issues as long as they remain a subscriber. If they purchase a single issue, they 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 will need to buy them to read them, including magazine subscribers. Special issues will have a red “Special” sash and will appear below the top section in your mag home screen.
Problem: I’m not not getting the new mags 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. Something else you can try is to connect to another wifi network for a while and then switch back to your.
Restarting your iPad can also sometimes help.
Q: Is there an iPhone version of our magazine app?
A: At this point the focus is on the iPad version only of the magazine. The reality is that very few users like to read a magazine in the tiny iPhone screen. The iPad screen real estate makes your magazine pop. An iPhone version might be considered in the future, stay tuned.
Problem: Sometime I am not receiving the push notifications.
A: Push notifications are awesome. We love Apple, but unfortunately nothing is perfect. push notification can be spotty at times and requires that the iPad device maintains a permanent connection to the APSN service and the error is likely to be there. The MagCast platform sends the message to Urban Airship via API, this is almost instant. Urban Airship will then send it to Apple for Delivery.
Q: Are 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: Cannot open the magazine app, it just closes immediately when reaching the Splash page?
A: This is a bug we have found in version 2.4.1 and is already fixed in the next version 2.7.1. The reason it is happening is that the user has his time clock set as 12 hour format and possibly using a different language other than English. When they install the app and open it the very first time then this error can occur. To solve it in version 2.4.1 the user needs to have his clock set as 24hour format (they can do this in the General settings, under date & time) and open the magazine. After that, if they want, they can change the clock back to 12 hour format.
Q: Having other problems not listed here, what can I do?
A: The magazine app is quite stable and is constantly being battle tested. As with everything there might be some special cases not yet discovered. If your users are having issues not listed here then ask them to send you their ipad crash logs.
To do this, go to the settings icon on the iPad, then 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 the 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”.
Simply paste the log you have just copied in an email and send it. Send one email per error in the log.