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The app keeps crashing - what can I do?
#1
If the app crashes (i.e. suddenly exits for no obvious reason) please follow these steps to help resolve the issue:
  1. Restart your device - hold down the power button, "slide to power off", then restart. Run Families again and repeat the operation which previously caused the crash. If the problem was caused by lack of memory, restarting may allow the operation to succeed.
  2. Check whether the problem is repeatable, i.e. always occurs when performing a particular operation, or just happens randomly. This information is useful to help pinpoint the problem.
  3. If the app crashes immediately when it is run, there may be a problem with the family file which it's attempting to open. Run the Settings app, select Families, and set "Disable Resume" to ON. This will ensure that the app starts from the Family Files view.
  4. If the problem persists, we'll need to see the crash file produced when the app crashed. This gets transferred to your PC whenever you sync with iTunes. So, after getting the crash please sync your phone then locate the crash file, which should be in C:\Users\<USERNAME>\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME> (on Vista or Windows 7) or C:\Documents and Settings\<USERNAME>\Application Data\Apple computer\Logs\CrashReporter\<DEVICE_NAME> (on XP). Note that by default the AppData folder is hidden so you either need to change settings to show hidden files or type the folder name into Explorer's address bar. Locate the relevant crash file, with a date/time corresponding to when you had the crash, and email it to support@telgen.co.uk, including as much information as possible about what you were doing immediately before the crash occurred, and whether the problem is repeatable.
  5. If you're using an iPad, or an iPhone/iPod Touch running iOS4.0 or above, further useful information can be provided as follows. Select your device under the DEVICES section at the left side of the iTunes screen. Select the Apps tab and scroll down to the section headed "File Sharing". You should see an entry for the Families app - select this and a list of the files on your device will be displayed under "Families Documents". You should see a folder named "run" - select this then click "Save to..." and save the folder, e.g. to the Desktop. Email the contents of the folder to support@telgen.co.uk.

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