HT201398: If an app you installed unexpectedly quits, stops responding, or won’t open

Learn about If an app you installed unexpectedly quits, stops responding, or won’t open
ryanjm

Q: As a developer, how am I supposed to help with this issue if someone contacts me?

In this article the last step says to contact the developer. As a developer, what other steps can I take to help the customer out? This seems to be an issue with the App Store / iOS downloading my app.

Posted on Aug 8, 2016 7:11 AM

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Q: As a developer, how am I supposed to help with this issue if someone contacts me?

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  • by Keith Barkley,

    Keith Barkley Keith Barkley Aug 8, 2016 7:40 AM in response to ryanjm
    Level 5 (6,382 points)
    Aug 8, 2016 7:40 AM in response to ryanjm

    I would get all the information I could and see if I could replicate the issue.

  • by Phil0124,

    Phil0124 Phil0124 Aug 8, 2016 7:52 AM in response to ryanjm
    Level 7 (26,946 points)
    iPhone
    Aug 8, 2016 7:52 AM in response to ryanjm

    The App may have an issue. As the developer you know what the app does and how it works, you may be able to work with the customer to track down a problem within the app if one exists.

     

    Or at the very least get enough complaints about the issue, that you may go back to the app to debug, or simply re-upload it if something is going wrong with the installation.

     

    Also as a developer you can contact Apple and inform them about the download issue with your App. 

     

    You may not be able to directly help the customer, but you can certainly try to find out what is going on.

  • by ryanjm,

    ryanjm ryanjm Aug 8, 2016 8:09 AM in response to Phil0124
    Level 1 (5 points)
    iTunes
    Aug 8, 2016 8:09 AM in response to Phil0124

    I'm sorry, I should have mentioned that I'm specifically talking about the "Won't Open" part of the article. I've got a customer who has the app stuck in a strange install state. The icon is in the updating state, but the App Store says it is installed (provides the "Open" button). He can't open the app and when he tries to delete it, it won't let him. He has tried restarting his phone and the app stays in that state. As a developer I have no control over Apple's install process / states so I'm not sure what is expected of me.

  • by Phil0124,

    Phil0124 Phil0124 Aug 8, 2016 8:19 AM in response to ryanjm
    Level 7 (26,946 points)
    iPhone
    Aug 8, 2016 8:19 AM in response to ryanjm

    Restart how?  The home & power button technique? What happens when they try to open the App?  Any error?

     

    If the App will not complete installation, and cannot be removed, and resetting the device is not working, and they've gone through all the options in that article, then Restoring it may be the only option left.

     

    Can they install another App while yours is in this strange state?