ÿþ<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> <html xmlns="http://www.w3.org/1999/xhtml"> <head> <meta http-equiv="Content-Type" content="text/html; charset=utf-16" /> <title>Hand Carved Code - Occasions Support</title> <link href="../../css/reset.css" type="text/css" rel="stylesheet" media="screen" /> <link href="../../css/style.css" type="text/css" rel="stylesheet" media="screen" /> <link href="../../css/menu.css" type="text/css" rel="stylesheet" media="screen" /> <link href="../../css/osx.css" type="text/css" rel="stylesheet" media="screen" /> <link rel="Shortcut Icon" type="image/x-icon" href="http://www.handcarvedcode.com/favicon.ico" /> <script type="text/javascript" src="../../js/jquery.js"></script> <script type="text/javascript" src="../../js/superfish.js"></script> <script type="text/javascript" src="../../js/llamp.js"></script> <script type="text/javascript" src="../../js/easing.js"></script> <script type="text/javascript"> jQuery(function(){ jQuery('ul.superfish').superfish(); }); </script> <!-- slider :jcarousel --> <link href="../../css/jcarousel/jcarousel.css" type="text/css" rel="stylesheet" media="screen" /> <script src="../../js/jcarousel/jquery.jcarousel.pack.js" type="text/javascript"></script> <script type="text/javascript"> jQuery(document).ready(function() { jQuery('#mycarousel').jcarousel(); }); </script> </head> <body> <div id="page"><span id="top"></span> <div class="wrap"> <div id="header"> <a id="logo" class="ie6fix" href="/"></a> <h1 id="logospacer"></h1> <div id="mainmenu"> <div id="search-icons"> <form action="#" method="get" id="form-search"> </form> <ul> <li class="rss"><a href="feed://handcarvedcode.com/blog/feed/" class="ie6fix">Subscribe RSS</a></li> <li class="twitter"><a target="_blank" href="http://twitter.com/handcarvedcode" class="ie6fix">Twitter</a></li> <li class="facebook"><a target="_blank" href="http://www.facebook.com/pages/Hand-Carved-Code/122857124536" class="ie6fix">Facebook</a></li> </ul> <div class="clearfix"></div> </div> <ul class="mainnav" id="menu-1"> <li><a href="/">Home</a></li> <li><a href="/apps/">Apps</a></li> <li class="current_page_item"><a href="/support/">Support</a></li> <li><a href="/blog/">Blog</a></li> <li><a href="/about/">About</a></li> </ul> </div> <!--/featured --> </div> <!--/header --> </div> <div class="intro-text-outer-big clearfix"> <div id="intro-text-app-sm"> <img class="icon" src="../../apps/occasions/images/occasions_icon.png"/> <img class="title" src="../../apps/occasions/images/occasions_title.png"/> <h2>Support and Troubleshooting</h2> </div> </div> <br> <div class="intro-text-outer-sm clearfix"> <div id="intro-text-sm"> <h2>Basic Troubleshooting</h2> </div> </div> <!-- /intro-text --> <div class="wrap"> <div id="main-content"> <div id="support_block"> If you are experiencing a problem with one of our apps or with your device, in general, please try shutting down your device and restarting it. Rebooting a device can solve quite a few issues, especially if it s been a while since your last shut down/restart. <br><br> To shut down: hold the lock button until  Slide to Power Off appears, then swipe. </div> </div> </div> <!--/main-content --> <div class="intro-text-outer-sm clearfix"> <div id="intro-text-sm"> <h2>Hot Issues</h2> </div> </div> <div class="wrap"> <div id="main-content"> <div id="support_block"> <h1>Badges, alerts &amp; sounds not working on iOS 5</h1><p>Apple's upgrade process from iOS 4 to iOS 5 appears to have issues, and has left some users (including us) with a bunch of apps that have notifications disabled. To reenable badge counts, alerts, and sounds for your apps, including Occasions and Priorities, please do the following:<br> <ul> <li>Go to Settings > Notifications > Occasions</li> <li>Turn Notification Center to On if you'd like Priorities alerts to show up in Notification Center</li> <li>Set 'Alert Style' to Banners or Alerts</li> <li>Set 'Badge App Icon' to On</li> <li>Set 'Sounds' to On</li> <li>Set 'View in Lock Screen' to On</li> </ul> </a> </p> <h1>iOS 5 related crashes</h1><p>There are a few crashes we have been seeing with Occasions and iOS 5. Selecting Anniversary or Other when adding/changing an occasion, as well as editing an address book contact from the app. We have fixed these issues in Occasions 2.8.1, so please update to the latest version.</i></a> </p> </div> </div> </div> <!--/main-content --> <div class="intro-text-outer-sm clearfix"> <div id="intro-text-sm"> <h2>Configuration Troubleshooting</h2> </div> </div> <!-- /intro-text --> <div class="wrap"> <div id="main-content"> <div id="support_block"> <h1>Duplicates?</h1> <p>Occasions retrieves all the contacts from the device's Address Book, so if you're seeing duplicate entries in Occasions, there are also duplicate entries in your iPhone/iPod. Apple has a great support document detailing how to help resolve these duplication issues:<br><br><a href="http://support.apple.com/kb/HT3677">http://support.apple.com/kb/HT3677</a> </p> <h1>Dates showing a day off (one day added or subtracted)?</h1> <p>This is caused by a syncing and setup issue between the device and the program or service with which it syncs with. There are three main issues we know of which may cause this:</p> <ul style="list-style-type: decimal"> <li>A known issue with Outlook and syncing with the iPhone/iPod. For more information, please visit Apple's support site: <a href="http://support.apple.com/kb/TS2456">http://support.apple.com/kb/TS2456</a></li> <li>Time zone settings: This is generally caused by having Time Zone support turned On in your iPhone settings in combination with syncing your contacts and calendar to a source such as Google or Exchange. This is a general problem with dates and the iPhone in general, but a possible workaround is to turn off Time Zone support by going to iPhone Settings > Mail, Contacts, Calendars > Time Zone Support and setting it to Off, otherwise you'll have to work with your Contacts source provider to help resolve the time zone discrepancy issue.</li> <li>Windows Address Book: On rare occasions syncing with Windows Address Book may cause the dates to shift (and keep on shifting). Please contact Microsoft support if you are running into this particular issue.</li> </ul> <p>The root cause of this issue is that the dates stored in the device have time zones and the time of the day stored within them. If the program or service with which you sync doesn't handle these in a proper way or changes these values (which are not visible or modifiable to the end user), dates can shift around. Please contact Apple support or your service provider for ways to help alleviate this problem.</p> </div> </div> </div> <!--/main-content --> <div class="intro-text-outer-sm clearfix"> <div id="intro-text-sm"> <h2>Notification Troubleshooting</h2> </div> </div> <!-- /intro-text --> <div class="wrap"> <div id="main-content"> <div id="support_block"> <h1 style="font-size:14px;">Notification Menu is Empty/Off</h1><p>With iOS 4.0 and later, Occasions will use local notifications instead of push notifications, for which you can find the settings under Occasions Settings.  Unfortunately, since Occasions also supports push notifications for earlier devices (even though we unregister for push notifications when running on iOS 4.0), it still shows up under the Notifications menu in iPhone Settings for iOS 4 versions before iOS 4.2. If you update to iOS 4.2, this menu item will properly go away.</p> <h1 style="font-size:14px;">Push Notifications and Battery Life</h1> <p>Occasions utilizes Apple's new push notification feature to send notification alerts to your device. When the push notification feature is turned on for the device, regardless of how many alerts you receive, the battery life will drain faster because your device continually checks with Apple's Push Notification Servers so that it knows when a new notification is received. You can globally turn off the push notification feature under Settings > Notifications if you wish to preserve battery life, however, by doing this, Occasions will not be able to send notifications to your device. A further description of ways to improve battery life can be found on Apple's website:<br><a href="http://www.apple.com/batteries/iphone.html">Apple - Batteries - iPhone</a> </p> <h1 style="font-size:14px;">Push and iPod touch Limitations</h1> <p>Wi-Fi is used for push notifications if the device is an iPod touch. When the iPod touch screen is on and has a Wi-Fi connection, push notifications are received at any time. If the iPod touch screen is asleep, it will check every 15 minutes for a notification. If the device is off or there is no Wi-Fi, notifications will not be delivered. The Push Notification Servers will store the last notification sent to the device and attempt to deliver it once the device comes back online. Delivery of notifications is not guaranteed. For more information, please visit:<br><a href="http://support.apple.com/kb/HT3576">Apple - iPhone OS 3.0: About Apple Push Notification Service</a> </p> <h1 style="font-size:14px;">iOS 3 and iOS 4 Bug with SMS/MMS/Alerts and Notification</h1> <p>Currently, there is a known issue that Apple is working on regarding push notifications, SMS/MMS messages, and other types of alerts that may be shown after a notification when your device is asleep or locked. If you receive an SMS/MMS message or another type of alert after you receive a push notification alert while the device is still asleep or locked, the push notification alert will be lost. This affects all current releases of iOS 3.0 and above. </p> <h1 style="font-size:14px;">Important Note:&nbsp;&nbsp;Dates Added Outside of Occasions</h1> <p>If a date is added outside of Occasions our notification server will not be updated with the new date(s) until you run Occasions so that it can update our notification server. </p> </div> </div> </div> <!--/main-content --> <div class="intro-text-outer-sm clearfix"> <div id="intro-text-sm"> <h2>Other Troubleshooting</h2> </div> </div> <!-- /intro-text --> <div class="wrap"> <div id="main-content"> <div id="support_block"> <h1>Facebook Sync</h1> <ul type="disc"> <li><em>Friends no longer showing up after sync</em>: As part of Facebook's new privacy settings that have recently rolled out, users can choose to not share birthday information with Applications and Facebook-related websites. If you go to "Privacy Settings > Applications &amp; Websites > What Friends Can Share About You" in Facebook, you see "My Birthday" as one of the options to check/uncheck. If a friend decides to uncheck this while updating their privacy settings, Occasions can no longer download the friend's birthday. <ul type="disc"> <li><em>Workaround? </em>No workaround</li> <li><em>When will it be fixed? </em>No fix possible since it's a Facebook privacy setting</li> </ul> </li> </ul> <h1>Google Contact Limitations</h1> <ul type="disc"> <li><em>Google Sync/ActiveSync (Only 2 Dates Allowed)</em>: Google Sync currently limits the number of dates per contact to 2 dates, which causes Occasions to fail with no message when trying to add more. <ul type="disc"> <li><em>When will it be fixed? </em>We cannot increase the number of entries that Google allows via Google Sync, but in Occasions 2.0 you will get a warning pop-up when the failure occurs.</li> </ul> </li> </ul> <h1>Taking Photos and Device Memory</h1> <p>Taking photos is a memory intensive process, and sometime an iPhone will get to a point, after running for a while, where there is less memory for applications to use. When this issue happens, taking photos in Contacts, Occasions, or other photo-taking applications may cause a crash because there is not enough memory, or for the photo to be lost and not saved. In order to resolve this situation, the device will have to be shut down and restarted. </p> </div> </div> </div> <!--/main-content --> <div class="intro-text-outer-sm clearfix"> <div id="intro-text-sm"> <h2>Contact Us</h2> </div> </div> <!-- /intro-text --> <div class="wrap"> <div id="main-content"> <div id="support_block"> <h1>Support</h1> <p>If the above help does not provide an answer to your question or a solution to your issue, please send us an email and let us know how we can help you. We ll respond as soon as possible. <p align="left"><a class="underline" href="mailto:support@handcarvedcode.com?subject=Occasions Support">Send us a support email</a> (support@handcarvedcode.com)</p> </p> <h1>Suggestions and Feedback</h1> <p>If you have a suggestion, feedback or feature request for Occasions, please send us an email. Although we may not be able to respond to every suggestion or feature request, we do read and carefully consider each one we receive. Many of our updates and feature additions are direct results of input from our users. We value your opinion!<p align="left"><a class="underline" href="mailto:feedback@handcarvedcode.com?subject=Occasions Feedback">Send us a feedback email</a> (feedback@handcarvedcode.com)</p> </p> </div> </div> </div> <!--/main-content --> </div> </div> <div id="footer" class="clearfix"> <div class="wrap"> <!-- Newsletter --> <script language="Javascript" type="text/javascript"> function clearemail() { document.forms['signup']['YMP0'].value = document.forms['signup']['preemail'].value; if (document.forms['signup']['YMP0'].value == "Enter Email Address...") { document.forms['signup']['YMP0'].value = ""; } if (document.forms['signup']['YMP0'].value == "Thank you!") { document.forms['signup']['YMP0'].value = ""; } document.forms['signup']['preemail'].value = "Thank you!"; return true; } </script> <form name="signup" method="post" action="http://ymlp.com/subscribe.php?id=gehwmhbgmgj" id="newsletter" target="windowName" onsubmit="clearemail(); window.open('', this.target, 'dialog,modal,scrollbars=yes,resizable=yes,width=490,height=420,left=0,top=0');"> <center> <div id="newsletter_div" style="margin: 0 auto; width: 781px"> <div id="newsletter_label"></div> <div id="newsletter_email"> <input type=hidden name="htmlemail" value="1"> <input type="hidden" name="subscribe" value="yes"> <input type="hidden" name=YMP0> <input type="hidden" name="list[2]" value="signup"><input type="hidden" name="listname[2]" value="news"/> <input name=preemail type="text" value="Enter Email Address..." onblur="if (this.value == ''){this.value = 'Enter Email Address...';}" onfocus="if (this.value == 'Enter Email Address...' || 'Thank you!') {this.value = '';}"/> </div> <div id="newsletter_button" style="float: left;"><button class="">Submit</button></div> </div> </center> </form> <!-- End Newsletter --> </div> </div> <div id="copyright"> <div class="wrap"><small id="copyrightblurb" class="floatleft">&copy; 2009-2011 Hand Carved Code &reg;, LLC</small> <div id="footer-icons"> <ul> <li class="priorities"><a title="Priorities" href="/apps/priorities/" class="ie6fix">Priorities</a></li> <li class="occasions"><a title="Occasions" href="/apps/occasions/" class="ie6fix">Occasions</a></li> <li class="notablequotes"><a title="Notable Quotes" href="/apps/notablequotes/" class="ie6fix">Notable Quotes</a></li> </ul> </div> </div> </div> <div id="bottom"><div id="bottomfiller"></div></div> <!--/footer --> </div> <script type="text/javascript" src="../../js/osx.js"></script> </body> </html>