App will not launch with IOS 10.3

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For some time it takes almost 10 seconds to load the app and sometimes it will crash and I have to launch it a second time. After IOS update to 10.3 it now takes the same amount of time but never fully launches. An then times out. It does show as running in the back ground but if I dismiss it it will go away, but if I try to bring it to the front and refresh it will freeze and lock up my phone. Since I can't get it to launch, I can't send the info from within the app, that I assume you really need.
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Bill Dubé

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Posted 1 year ago

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David Mangone

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I am on iOS 10.3 on all of my mobile devices and have no problem using Automatic. Since your problems started even before you upgraded, it may be some other issue.
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Matthew Stevens

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If the app won't even launch, you should delete and reinstall it from the AppStore. It's not uncommon for this to happen to apps, especially after major or minor updates. Your automatic data is in your account so you'll see it all when you sign in again.
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Amy

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Hi Bill - I agree with Matthew. When the app freezes like that it usually means it needs a fresh install. You should be able to delete, reinstall, log back in and be good to go. However, if you find that it's not connecting at that point, go through Setup again by selecting "Replace / Reconnect Adapter" from the main menu. Let us know how it goes!
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Bill Dubé

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Thanks for all the replies. I should have tried the delete. re-install first but just didn't have the time. I have been a user since version one and actually had the best luck with that and the early version of there apps. Currently have 2 version 2's on my vehicles. Just seems the original device and early version of the software has less lost trips and crashes. I did have to uninstall and re-install 3 times, but it is finally working now. Thanks again.
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Amy

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Glad you got it working, Bill. Sorry it was such a hassle.
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Bill Dubé

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Well I spoke too soon. It worked once an then started crashing again. I have deleted it and installed it 3 additional times and it's the same thing. Works once and when launching the app again it will crash on launch.I purchased 2 of the version 1 devices and 2 of the version 2 and am nor planning on buying the version 3. So is any updating still being done on the legacy app?
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Amy

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Bill, I'm going to export your post to our helpdesk system so Tech Support can investigate. But just to be certain, you're having this issue on your Gen 2 adapters, right? You're no longer using your 1st gen adapters?
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Bill Dubé

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Amy, That is correct. I no Longer have the gen 1 adapters. This is occurring on the latest version of your app on my IOS phone (IOS version 10.3)and the second generation adapters.
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Amy

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Ok, thanks for confirming, Bill. Tech Support will be reaching out to you via email. 
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paulbart

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I'm having similar problems since iOS 10.3.

Before 10.3, when I got in my car/started it, I would occasionally see the Automatic app startup automatically (on Bluetooth connection).  Not all the time (which to me indicated a possible issue), but some of the time.  When it started, it was functional/responsive.

Since 10.3, it seems to pretty consistently startup on Bluetooth connection when I start my car.  BUT, it just hangs on a white screen (with the Automatic "A" logo in the center).  It hangs there for several seconds (10-seconds or so).  If I double-click the Home button during this time, the 'task switcher' does NOT start.  Single clicking the Home button does not bring me back to the home screen.  The app seems to have full control of the system.

Eventually, the app just exits by itself.  Meaning (I think): the app crashed (locked up)/iOS probably killed it.  It never gets past the white startup screen before finally getting killed.  If I manually run it again, it'll show the white screen for quite a while (seems to long), but seems to startup on the second run.

Once started, things seem very slow (bring up the menu at the top-right of the screen, then either try to scroll that menu or click on an item (like "Mazda Mazda3" (my car)), and it hangs for several seconds before responding.

I don't know if I have a Gen1 or Gen2.  I think it's Gen2, but not sure.  How can I tell?

When I saw the suggestion to delete/reinstall the app, I thought that was silly.  But, then it looked like it worked for "Bill Dube" above, so I considered doing it.  After reading further, I see that it didn't work.

If there's an issue that can be 'fixed' by delete/reinstall, it can be fixed in your app (by a code update that fixes whatever bug is causing this problem).

Please take this post as confirmation that there is an issue - which seems to have appeared once I installed iOS 10.3, but could have been a coincidence.

What can be done to resolve this problem?

Thanks,

- Paul
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Amy

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Hi Paul - We can see that you're on Gen 2, but for future reference, this FAQ can help you identify the different adapters: Which adapter do I have?

Bill's issue was unique to his account and is unrelated to what you're experiencing. 

We have not heard of any widespread reports of our app crashing since the iOS 10.3 updates. The only common issue some users have been reporting is of the app auto-launching too aggressively when they start the car.

Generally, an app freezing up and crashing it not necessarily due to a problem in the app's code and this experience is not unique to Automatic. Here's a helpful article for things to do when an iOS app is crashing: http://osxdaily.com/2015/09/03/fix-app-crashing-ios/

I shared your post with one of our iOS developers who looked at your logs and doesn't see any crashing happening that was caused by our app. He said what you're describing sounds like system behavior, not app behavior. Please give the troubleshooting steps in that article from OSX Daily a shot and let us know how it goes.
(Edited)
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paulbart

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Generally, an app freezing up and crashing it not necessarily due to a problem in the app's code and this experience is not unique to Automatic.
You've got several reports of this crash, which seems to coincide with iOS 10.3.

Yes, it *could* be something unrelated to the Automatic app code, but it also could be a bug in your code.


Here's a helpful article for things to do when an iOS app is crashing: http://osxdaily.com/2015/09/03/fix-app-crashing-ios/

This feels like a "have you tried reinstalling Windows?" reply.

I'm an embedded Linux developer, and understand random crashes.  Just because 99% of your customers aren't reporting this bug doesn't mean it isn't a bug.  Think: "uninitialized variable" (for example).  It can work 99.999% of the time, but fail randomly/under different circumstances.

This feels like a bug in the Automatic app to me.  I'd be happy to try 'debug' versions of your app to help isolate the bug.
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Amy

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Hi Paul. After responding above, I saw your other post stating that the issue is actually that the app is auto-launching when you start your car. If that's the issue and the app is not indeed crashing, you can disregard my post above and we should continue any further conversation about it in the other thread. That issue has nothing to do with the app crashing and everything to do with changes to MFI in the most recent versions of iOS which is causing our auto-launch feature (intended to help improve connection and has been in our product for well over a year) to go on hyperdrive.

We have not had other reports recently of our Classic app crashing with the Gen 2 adapter other than Bill's above which was completely unique to his account. If you've seen some somewhere, please point them out to me if it's easy to so I can be sure our iOS developers see them as well. 

I did have an iOS developer look at your logs and he did not see any evidence of crashes caused by our app that matched your description above. Which is why I suggested the site with the troubleshooting steps. I have no way of knowing a customer's technical acumen as our users are all across the spectrum. Providing that resource was in no way intended to be condescending, but rather, to be helpful. I'm sorry if you interpreted it differently.
(Edited)

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