Support

We pride ourselves in making great products with no bugs but sometimes things are outside our control.

Should you happen to have discovered a bug or would like to suggest an improvement, or just need help using our products, feel free to contact us at support@14oranges.com

Crash Logs

 

On some occasions, a bug may cause a crash in your application. Typically it will look like the application simply disappear and you are back at your list of apps. We work hard to ensure crashes like that don’t happen but again sometimes it just happens. Fortunately we can obtain some information about your crash which should help us determine the cause. If you happen to experience a crash, simply note the time. When you have a chance, synchronize your device with iTunes. Once synchronize has completed, you can then find a crash log files in the following directory:

Mac OS X
/Users/USERNAME/Library/Logs/CrashReporter/MobileDevice/YOURDEVICE

If you don’t know where /Users/USERNAME is, simply click on your username in Finder, then Library, so on.

Note that since Lion, the Library folder is hidden. To get to it, you need to select in Finder Go | Go to Folder… and then enter ~/Library

Windows XP
C:\Documents and Settings\USERNAME\Application Data\Apple\computer\Logs\CrashReporter/YOURDEVICE

Windows Vista or 7
C:\Users\USERNAME\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\YOURDEVICE

The files will be of the following format:

APPNAME_YYYY-MM-DD-HHMMSS-YOURDEVICE.crash

Just spot the one that seems to be around the time of your crash and send it to us.

Ad Hoc Distributions Info

 

On many occasions, we will create a new test build and distribution through the process called Ad Hoc Distribution. Ad Hoc Distribution is Apple’s way to distribute an application to a small group of registered participants and devices prior to having the application published on the App store.

In order for us to provide you with an ad hoc distribution of an app, you will need to provide us your UDID. The UDID is a unique identifier for your device. Here is how to obtain your UDID from your device:

 

Option 1) Install this free app called Ad Hoc Helper. When you run the application, you will basically see the app show for a very short time and then switch to the mail application with an e-mail pre-filled with your UDID. Send the e-mail to us and that’s it.

Option 2) You can connect your device to iTunes. Once the device is connected, click on the device on the left hand side and then click on the summary tab. You should see the serial number to the right of the image of your phone as illustrated here:

Click on the serial number. The UDID will then appear as shown below.

You can then select Edit | Copy to copy the UDID to the clipboard as illustrated here:

You can then prepare an e-mail and paste the UDID in the e-mail and send it to us.

Once we have your UDID, we will create an application profile which we can then use to sign the app with it. That will ensure the application originates from 14 Oranges and that it is safe to install. We will likely provide you a link to download the application from.

Troubleshooting

 

1) If you are on your device and you click on the download link and it fails to download right away, that’s likely because you are not using iOS 4.0 or higher. You will need to upgrade your device.

2) If you see that the icon gets installed on your device and the progress bar starts but then it stops, it means one of two things:
a) Your UDID is not in the profile used to signed the app. Send your UDID via e-mail using the steps above and we will add your device to the list and publish a new build.
b) Your iOS version is below the base OS version requirement for the application. You will need to upgrade your iOS version.