Known Issues with Scene Partner 2.1

** ALERT! Scene Partner is not yet compatible with iOS 6 **

Based on our preliminary testing, Scene Partner is not yet compatible with iOS 6, which launches on September 19th from Apple. Scene Partner requires iOS versions 4.0 – 5.1.1. We are working on an update to address this and will let you know via the website, email and push notification as soon as it is ready.

Script is not appearing in the “My Library” screen

We occasionally hear from customers who have uploaded a script or purchased an e-Script from the WebStore, but then cannot see the script in the “My Library” tab on their devices. We have been unable to reproduce this so far, but we do have a quick fix for it. We recommend following these steps in the order below:

  • Please make sure your account is active
    1. If your Scene Partner account has not been verified, then your account is not yet active. If your account is not active, then you will not see scripts in the “My Library” tab.
    2. To help reduce internet fraud and spam, we ask that you activate your Scene Partner account. In order to do this we send you a verification email to make sure that you entered your email address correctly and to confirm that your email address is not being used without your knowledge. If you have not received a verification email from us then your email address may have been entered incorrectly. It is also possible that the email from us went to your junk or spam folder.
    3. If you try to sign in here on the website and get an error message, please send an email to “info(at)scenepartnerapp.com” with your username and the email address that you used when signing up. We will check your account status and help you verify and activate your existing account.
  • Sign out of Scene Partner and then sign back in
    1. Go to the Scene Partner Home screen. Tap the “account settings” icon located on the second row of the iPhone or in the bottom left corner of the iPad. Tap “Update Account” and then tap “Sign Out”. When the “Sign In” button appears, tap it to sign back in to Scene Partner.
    2. Return to the Home screen and tap “add scripts”. The script should now appear in the “My Library” tab.
  • Close Scene Partner completely and then relaunch the App
    1. Close down Scene Partner completely, don’t just multi-task out of the App. Here is how to do that.
    2. While Scene Partner is the active app and showing on the screen, press the round Home screen button on the iPhone, iPod or iPad once. This should display the device’s home screen. Then double click the round button. This will reveal a row of App icons at the bottom of the device screen. Scene Partner should be the first one on the left.
    3. Press the Scene Partner logo until all of the icons start to wiggle and show a minus sign in the upper left hand corner of the icon. Tap the minus sign on the Scene Partner icon and Scene Partner will close. Then tap the device’s home screen to dismiss the row of icons.
    4. Reopen Scene Partner by tapping the icon on the device’s screen. On the Scene Partner Home screen, tap “add scripts”. The script should now appear in the “My Library” tab.
  • Reboot the device completely and then relaunch the App
    1. In unusual cases it may be necessary to completely reboot the device. Here is how to do that.
    2. Hold down the Power button on the top of the device. The device screen will fade and a red arrow will appear with the message “slide to power off.” Slide the power control to the right and turn the device off.
    3. Wait for a few seconds and press the Power button on the top of the device again to restart it. Reopen Scene Partner by tapping the icon on the device’s screen. On the Scene Partner Home screen, tap “add scripts”. The script should now appear in the “My Library” tab.

Playback stops working in the “listen” screen

We have received a couple of reports from customers who have experienced audio problems during playback. This typically occurs on the “listen” > “Full Scene” or on the “listen” > “My Scenes” screens. The playback will only play the first line and not progress to the second one automatically. This occurs with both the text-to-speech voices and recorded lines. After troubleshooting these issues, we believe it is either related to conflicts with another audio app or with Apple’s AirPlay technology. We addressed the AirPlay issues in a prior release, and thought we got it again this time, but it is an elusive problem. However, the fix is a simple one.

  • Close Scene Partner completely and then relaunch the App
    1. Close down Scene Partner completely, don’t just multi-task out of the App. Here is how to do that.
    2. While Scene Partner is the active app and showing on the screen, press the round Home screen button on the iPhone, iPod or iPad once. This should display the device’s home screen. Then double click the round button. This will reveal a row of App icons at the bottom of the device screen. Scene Partner should be the first one on the left.
    3. Press the Scene Partner logo until all of the icons start to wiggle and show a minus sign in the upper left hand corner of the icon. Tap the minus sign on the Scene Partner icon and Scene Partner will close. Then tap the device’s home screen to dismiss the row of icons.
    4. Reopen Scene Partner by tapping the icon on the device’s screen. Return to the “listen” screen. “listen” > “Full Scene” and “listen” > “My Scenes” modes should play normally.

Voices don’t play after they are downloaded

We have received a couple of reports from customers who have experienced audio problems after downloading a voice or voices to the App. This typically occurs immediately after downloading the two free voices or after downloading a new purchased voice. When the play button is tapped in the “listen” screen no audio plays. We believe this is due to network connectivity issues, however, the fix is quick and easy.

  • Close Scene Partner completely and then relaunch the App
    1. Close down Scene Partner completely, don’t just multi-task out of the App. Here is how to do that.
    2. While Scene Partner is the active app and showing on the screen, press the round Home screen button on the iPhone, iPod or iPad once. This should display the device’s home screen. Then double click the round button. This will reveal a row of App icons at the bottom of the device screen. Scene Partner should be the first one on the left.
    3. Press the Scene Partner logo until all of the icons start to wiggle and show a minus sign in the upper left hand corner of the icon. Tap the minus sign on the Scene Partner icon and Scene Partner will close. Then tap the device’s home screen to dismiss the row of icons.
    4. Reopen Scene Partner by tapping the icon on the device’s screen. Return to the “listen” screen. The downloaded voices should play normally.

Voice downloads gets hung and won’t complete

We have received a couple of reports from customers who have experienced audio problems while downloading a voice or voices to the App. This typically occurs during a voice download to the app. While the voice is in the downloading state the download processing bar will freeze up. While voice downloads can take several minutes due to the size of the files, in these cases the download stops part way through. We believe this is due to network connectivity issues, however, this can be fixed by following the steps below.

  • Reboot the device completely and then relaunch the App
    1. Rebooting the device will resolve a frozen download. Here is how to do that.
    2. Hold down the Power button on the top of the device. The device screen will fade and a red arrow will appear with the message “slide to power off.” Slide the power control to the right and turn the device off.
    3. Wait for a few seconds and press the Power button on the top of the device again to restart it. Reopen Scene Partner by tapping the icon on the device’s screen. On the Scene Partner Home screen, tap “account settings” > “Available Voices”.
    4. If the error occurred during the first voice download of the free voices, then a prompt should appear to download them again. If the error occurred during the purchase of a voice, you can select the voice again for purchase. Apple will only charge your iTunes account once for each voice.

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