App Crashes Before Finishing Data Load
in progress
Randell
Hi Eric Graybill, Melissa B, We pushed out a fix regarding this issue on the latest version (2.0.3) of the app. Can you guys please download it and let me know if this issue is now fixed?
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Melissa B
Randell Hi, I downloaded the update. It got past the 'Loading your data' page but crashed at the 'Customising your experience' page. Then I tried again, and it was on the 'Customising your experience' for about 4 mins 40 secs (I screen-recorded this bit), then completed it and went through to the 'You're all set now.' page! I'm excited to try out the app as it seems to all be working now :) Thank you
Randell
Melissa B: Thanks for confirming and adding the detailed info.
Based from your experience it seems like we need to take a look at it a bit more. I will just leave this ticket open for now while we investigate further.
Again, thank you for your patience on this!
Eric Graybill
Randell This looked like it was working and loaded, but then it crashed back to springboard.
Randell
Eric Graybill: I see, how many attempts did you try to load through the onboarding or customizing your experience? Is it possible for your to send a screen recording of the process up till it crashes?
Randell
Merged in a post:
I can’t launch the app (first time user) stuck at “Customizing your experience“
M
Melissa B
App just gets stuck at “Customizing your experience”. Reset phone, updated to latest update (for iPhone and app). Can anyone please help? This app sounded really great but I can’t even load it
Randell
Hi Melissa B, Apologies for this experience that you are having. The team is currently working on a fix for this and will release it asap.
For us to double-check, can you please answer the following:
- Your phone Model
- Your current IOS version
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Melissa B
Randell Thank you so much! My phone model is the iPhone 13 Pro and my iOS is 18.3. Please let me know if you need any more information
Randell
Melissa B Hi Melissa, thanks for confirming your phone model. The team is currently looking into this issue, is it possible for you to send a screen recording of what you see on your end during the "Customizing your experience"? Please send it hello@bevel.health.
also, just to confirm does the app crash for you or is it just stuck there?
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Melissa B
Randell Hi, thank you for looking into it. It also crashes a bit on the Health part, but then it eventually goes through. It eventually crashes completely on the 'Customizing Your Experience' screen, and the app closes. I have screen recorded all of this and can send it over. It does have my personal details in the recording (age, name, weight, height, etc) but I trust will be okay. My phone also gets extremely hot during this. Apart from this app, my phone doesn't crash or have any problems (as far as I know!).
Randell
Melissa B: Hi Melissa, I see. Thanks for the additional info!
Also, please let me know once you are able to send the screen recording for this, thanks!
send it to hello@bevel.health
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Melissa B
Randell I have just sent it now, thank you!
Randell
Melissa B: Thanks Melissa, received!
Eric Graybill
I was finally able to get the app to go through the initial setup screens. It now says syncing data, but will eventually crash back to home screen after a few minutes
Randell
Hi Eric Graybill, My apologies for the mix-up with merging tickets. I unmerged it and will keep you posted for any updates regarding this issue.
Randell
in progress
Eric Graybill
Still crashing for me when it gets to data load/customizing experience section. App version 1.3.9
Randell
Eric Graybill: Hi Eric, thanks for the update. We are investigating this issue again. I will keep you posted regarding this
Randell
Hi Eric Graybill, We’ve just released a new update addressing this issue. Can you please check and try again to see if it still persists on your end?
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