11 Replies Latest reply: Apr 2, 2014 2:00 AM by iblagh
problemas Level 1 Level 1



I'm trying to publish my first ebook with ibook Author. I followed the steps indicated and created a password in Itunes connect, downloaded Itunes producer, exported the file with ibook author but when I try to log in with Itunes producer I receive this answer:


*** -[__NSCFString substringToIndex:]: Range or index out of bounds   Go back and try again


Any tips?

Apple ID, OS X Mountain Lion (10.8.2)
  • K T Level 7 Level 7

    Did you contact support yet?



    …support phone number call +1 (877) 206-2092.

    Global Phone Support
    We have expanded English-language publisher phone support. To make contacting the iBookstore support even easier, new local phone numbers are now available for Australia, France, Germany, Italy, Netherlands, Spain, and the U.K. Support is available Monday to Friday, from 7 a.m. to 5 p.m. (PT).

    CountryPhone Number
    Australia1300 307 504
    Note that this is a low tariff number.
    France0805 540 117
    Germany0800 664 5307
    Italy800 915 902
    Netherlands0800 0201 578
    Spain900 812 687
    U.K.0800 975 0615
    U.S.+1 (877) 206-2092
    Toll-free from U.S. and Canada.
  • akezim Level 1 Level 1

    I have exactly the same problem. And I can see that more people do in other threads. But no solutions. Do Apple support staff ever read these discussions? I've tried that email address... I hope someone comes up with a solution.

  • K T Level 7 Level 7

    >Do Apple support staff ever read these discussions?


    Forums here are user-to-user. Don't expect to interact with Apple thru the public support communities.

  • akezim Level 1 Level 1

    ok, thanks. I hope someone gets through to the apple-people... they seem a bit hard to get in touch with..;-(

  • K T Level 7 Level 7

    People here seem to have good luck making contact.

  • connielou Level 1 Level 1

    I agree. I just completed a very long chat session (9 pages of print) with a service agent regarding a possible defect in my iPhone. She even scheduled the appointment at a retail store for me on Monday. :-)

  • akezim Level 1 Level 1

    "K T" and "connielou", you are both right!! I got a very friendly answer to my email just a few hours later. I think I made my conclusions due to the fact that you don't easily find an email address to write to in the support section; just contact forms to fill out with a multitude of options to chose from, and none of them actually to the point.


    Well, now the problem is solved. I'll include the conversation if anyone else looks for a solution:




    Hello Marilyn,


    thanks for your quick and kind reply! I had to relaunch the "iTunes Producer" to be able to choose "Window > Sign in as" otherwise it was disabled. Once logged in I chose "Open package…" and located the file created by iBooks Author with the file extension .itmsp


    Thanks again!






    8 mar 2013 kl. 18:08 skrev ibookstore@apple.com:


    Hello Ake,


    Thank you for contacting iBookstore Publisher Support regarding your iTunes Producer error you received.


    I researched the error you received "There is a problem with your Login Information. Please click Back and try again. ***-[_NSCFString substringToIndex:]: Range or index out of bounds" and usually this refers to the Apple ID and password used to automatically log iTunes Producer into iTunes Connect.


    Please try to resolve by choosing from the iTunes Producer 2.9  upper left-hand menu the drop down from "Window > Sign in as" and change your Apple ID and password. If doesn't resolve the issue, please reply to this email with additional screenshots and your system information (for example: using iMac with Mac OS X 10.8.2)


    To ensure you have the correct system requirements, iTunes Producer requires a Macintosh with an Intel Core processor, at least 512 MB RAM and Mac OS X version 10.6 or later installed. Apple recommends at least 20 GB of available hard disk space (more for larger content) and a broadband internet connection with an upload rate of 1MB/sec or faster.


    I have also listed the link to our FAQs that includes an overview of delivering books to the iBookstore:




    When delivering books to us, make sure you are delivering using the latest version of iTunes Producer, which is available to you in iTunes Connect.


    If you would like to discuss this issue further, please feel free to  call us directly at 1-877-206-2092, Monday - Friday between the hours of 7:00 AM - 5:00 PM (Pacific Time) or fill out a Contact Us form in iTunes Connect.


    Depending on the topic you choose in the Contact Us area of iTunes Connect, useful answers to frequently asked book questions (FAQ's) will display that may assist you with your issue.


    Best Regards,



    iBookstore Publisher Support

  • jose@evosound Level 1 Level 1



    have you tried to quit itunes producer and open the app again? it worked for me




  • akezim Level 1 Level 1

    yep! That's exactly what I did. (that's what I meant by "relaunch".. maybe not the right word; English is not my first language, so sorry for any confusion). Thanks!

  • ponnivala Level 1 Level 1

    This is new territiry for many of us  and yes Apple really do help I am sure their tech people read these

    I have found them easy to cntact and also able to admit when they need to talk to a supervisor to help resolve issues

  • iblagh Level 1 Level 1

    i downloaded the itunes producer,  I get the error ( illegal seek) and i can not open the producer any help?

    Thank you