Thank you for trying out Explain Everything. We tested it on the iPads of many users (who have iPad 1, 2, and 3) but with such an open-ended tool there are always some details that we may have missed. We appreciate any and all feedback to help make Explain Everything as useful and versatile an application as possible.
Contact Support
The quickest way to get help is to email support@morriscooke.com . We diligently check and respond to messages coming to this email address. You can also send us a message via Twitter (@explainevrything) or Facebook (http://www.facebook.com/explaineverything).
Troubleshooting Tips
If you are having any problems, one of the first things to do is make sure you have the most recent version of Explain Everything.
If the app is crashing, first try closing all open apps (including Explain Everything). The iPad has a limited amount of working memory (RAM) and if there are too many processes going on in the background, it can reach its limit. To do this, double tap the Home button, press and hold an icon on the dock, and press the red "-" sign.
If this does not help, you should try to restart your iPad. To do this, press and hold the Lock button for a 3-4 seconds until the red "Slide to Power Off" option appears, and then slide the slider. Press and hold the Lock button until the Apple logo appears and then try to use Explain Everything once the machine has booted up successfully.
Send us a Project File
If the app continues to crash, it might be a bug in our application. If you can send us the Project file (.XPL) via email or a shared DropBox link, we can figure out exactly what is causing the issue. Users who have done this have not only gotten their own problem resolved but also have helped us make the app much more stabler for everyone else.
Send us a Crash Report
Please sync your iPad with your computer and send us the crash report. These crash reports are stored on your iPad at the time of the crash. When you sync your device with iTunes, the reports are copied to your computer to the following folder:
Please send your crash reports to support@morriscooke.com and we'll try to figure out what is the problem.
Other things to check and include in your support email
If the app is crashing, first try closing all open apps (including Explain Everything). The iPad has a limited amount of working memory (RAM) and if there are too many processes going on in the background, it can reach its limit. To do this, double tap the Home button, press and hold an icon on the dock, and press the red "-" sign.
If this does not help, you should try to restart your iPad. To do this, press and hold the Lock button for a 3-4 seconds until the red "Slide to Power Off" option appears, and then slide the slider. Press and hold the Lock button until the Apple logo appears and then try to use Explain Everything once the machine has booted up successfully.
Send us a Project File
If the app continues to crash, it might be a bug in our application. If you can send us the Project file (.XPL) via email or a shared DropBox link, we can figure out exactly what is causing the issue. Users who have done this have not only gotten their own problem resolved but also have helped us make the app much more stabler for everyone else.
Send us a Crash Report
Please sync your iPad with your computer and send us the crash report. These crash reports are stored on your iPad at the time of the crash. When you sync your device with iTunes, the reports are copied to your computer to the following folder:
- If you are using a Mac: <YOUR HOME FOLDER>/Library/Logs/CrashReporter/MobileDevice/<DEVICE NAME>
- If you are running Windows XP: C:\Documents and Settings\<USERNAME>\Application Data\Apple computer\Logs\CrashReporter\<DEVICE NAME>
- If you are running Windows 7/Vista: C:\Users\[USERNAME]\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\<DEVICE NAME>
Please send your crash reports to support@morriscooke.com and we'll try to figure out what is the problem.
Other things to check and include in your support email
- What is your iPad's language setting? You can try to switch the language setting on your iPad to English if it's not already that and check whether the app works. Additional language support options will hopefully be available in a future update.
- What is your version of your Explain Everything? On the front screen, please tap on "Help" in the upper right corner and then look at the About box (e.g. Version 1.32 (January 2012).
- Did you import a PDF (how large it is) and annotate over it?
- Did you import a large high resolution image?
- When does the app crash? During recording? When adding pictures? During export?
- Are you exporting projects to photo gallery, or Dropbox, Evernote, email, YouTube ?
- What network connection are you using - WiFi, 3G, or no connection at all?
- Do you have an iPad, iPad 2, or iPad 3?
- What iOS version do you have? You can find this in your iPad's Settings -> About.
- Is your iPad jailbroken?
- Do you have more than one album in your photo gallery? How many albums do you have?
- How much free space is available on your iPad?
