iPhone App stability issues

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  • Problem
  • Updated 3 years ago
  • (Edited)
iPhone App - iPhone 5S - Running iOS 9.3.2 - Using Reporting but not Filtering

I've been a CE customer for years. I truly appreciate your product. You're basically the best out there.

The iPhone app has always been a bit "crashey", but good enough to put up with it for the accountability benefits. But for the past 4 to 6 months, (keeping up with updates as they've been published,) I've experienced horrendous usability/stability issues. I've wasted a lot of time waiting for it to load things, and putting myself through crash after crash trying to get somewhere on the Internet.

The issues generally fall into 2 categories:
  1. Crashes, very often
  2. Regular hanging, sometimes for like 30 seconds at a time
Both of these things happen somewhat randomly, although once it crashes on a given URL I can keep trying to go back from a given app state and it will tend to crash every time.

I'm a software engineer by trade, so I have a pretty good guess from deduction and observation at what points the app is dying/locking up. It happens when (I presume) the app is pinging CE servers for metadata/reporting about whatever URL is being loaded. (e.g. After pressing the "new tab" button, after switching tabs, sometimes just after tapping a link.)

I can't possibly be the only one experiencing this; the rest of the apps on my phone run just fine. Are the iOS engineers aware of this? Is there any work being done to resolve this?

Kind regards,
Paul
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Paul

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  • Frustrated

Posted 3 years ago

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John, Official Rep

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Hey Paul,

I'm sorry to hear that you have been having trouble with CE for iOS. Looking at your post I can see that your troubles seemed to start when we released the updated version of the browser about 6 months back. It was at that time that we transitioned over to a modern architecture, with the goal of creating a better overall experience for our users.

Overall that goal has been wildly successful. The transition was a little harder than we expected initially, and we have released numerous bug fixes since then to try and resolve unexpected issues. Currently we are seeing the lowest number of crashes across our user base in recent years. 

None of this explains why you are having such trouble however. I assume you have tried basic troubleshooting, and have ensured that our app & your iOS version are fully updated. If that is the case, then I would be interested in knowing where these issues most common crop up for you. Is it on WiFi at work or at home? Do they happen more on 3g or 4g? Any information we can get from you would be helpful toward rooting out the troubles you are having.

Let us know how we can help.
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Paul

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John,

Thanks for your quick reply and explanation of recent changes! Before I answer your questions, it appears that I've fixed the problems by deleting and reinstalling the app. (I noticed another thread in this forum that suggested that.) So it looks like there was some kind of corruption that happened over time. Woo! It's way better now. Not sure why I never tried that, nor why I didn't look into contacting y'all sooner. I certainly feel the stability improvements now.

As for your questions — the behavior happened regardless of my connection speed. (I have fast wifi at both work and home, and I go back and forth between 3G and 4G.) Perhaps I could have been able to send diagnostic information if I didn't already reinstall.

Either way – thanks again! Let me know if I can answer any more specific questions to provide more clues.

Cheers,
Paul
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John, Official Rep

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Paul,

Very glad to hear that your experience has improved dramatically. As long as it continues to work well for you I see no need for additional followup. If you start to run into any trouble again feel free to come back and have another chat with us.

Cheers
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Paul

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Thanks John. Appreciate the great customer service and solid work y'all are doing!

Kind regards,
Paul