Technical Issues
Hello. I am a new member. I am not sure if it is OK to seek help with technical issues here in the community forum. I have sought help through the email address but it is slow and not very helpful. Maybe some experienced members can help.
I am having a lot of technical issues with the app on my android phone and it is really interfering with my enjoyment and use of the materials. For example:
- I had a "fatal error" in the middle of a class, the app crashed, and when I restarted, the app had lost the course from my list. I had to go find it again, and it was if I had never done it.
- About 50% of the time, when I select something, I get stuck spinning around on a Pepe quote and can't get past that. I have to restart the app and sometimes even restart my phone.
- When I go to my bookmarked courses, the items in the list are scrunched together, making it really hard to pick the one I want.
- When I complete a class, I don't get a green checkmark beside it (as the screen indicates I should).
- If I have to stop a video in the middle, and then come back to it later, it doesn't keep track of where I was. I have to start over. There are no controls in the video to advance 10 or 30 seconds. The video won't display in landscape (and yes, my screen is set to auto rotate) so the progress bar is so tiny, it is impossible to do any fine scrolling get back to where I was.
- In one class I did, about half the videos didn't have sound (though I discovered there is a clickable where I can report that).
- My account doesn't sync between my desktop computer and the app on my phone.
Do others have these issues? Or have you had them but resolved them in some way?
With thanks,
Kim
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I too am a new member and having some of the same issues, especially with the check marks, video lessons starting over, syncing between computer and devices, very slow start-ups, and quotes I would love to have time to read but they are only available for a second or two. It should be possible to by-pass the quotes if already seen, much as going past some ads on YouTube.
I work on Apple products and have had trouble with other courses in some of these ways, having been told to use PC’s! The most annoying is the loss of accreditation when having completed most of a course or lesson.1
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Another issue I just found. Under Resources, I read a blog that had some links to lessons. When I click the links, I am "kicked out" to the main tonebase page, where I am asked to log in. When I log in again, I am taken to the main page in the app. If I select Resources again, go to the blog, click the links, I'm kicked out again. So, I am in an endless loop and can't get to the content of the links.
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Yup! Me too! Sound doesn't work in one of my lessons at all. I reported it and nothing has happened yet. No check mark on completed course either. Navigation is tricky as well but I think that is more of a design flaw
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Brian bergeron I experienced the same issue as you 🥲
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I didn’t know there was an apo. I use the web version in Chrome on iOS and the only glitch I’ve experienced is that whenvever I stop a video to continue later, i have to reload the page because it won’t play.
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Hey tonebase users!
Patrick here, your friendly neighborhood tonebase CTO.
I wanted to reach out and personally address the recent issues some of you have been experiencing with our application.
First of all, I want to thank you for your patience and understanding during this time. I apologize that these issues even occurred – believe me, it frustrates me as much as it frustrates you.
Rest assured, I am fully aware of the glitches causing these headaches and I am actively working on resolving them as quickly as possible. Your feedback and reports are incredibly important to us, and I appreciate your engagement in letting us know about the trouble you're encountering.
To make the troubleshooting process smoother, I kindly ask you to direct message me your email addresses right here on our forums. By collecting this information, it will allow me to investigate further and ensure a focused resolution for each of you.
Once more, thank you for your continued support and bearing with us as we tackle these bumps on the road. Your dedication to tonebase means the world to us, and we are committed to providing you with an exceptional experience.
Feel free to reach out to me on Forumbee or on my email ([email protected]) if you have any questions or additional details about the issues you're facing. I am here to listen and help!
Cheers,
Patrick CTO,
tonebase-
Patrick Finazzo Hi Patrick, just a word of thanks to you for reaching out. I will email you tomorrow with what I think can be improved relative to my personal experience on the app the last year. Have a restful weekend! Mark.
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Mark
Hi Mark,
Thank you!
We truly appreciate any and all feedback. I look forward to hearing your recommendations!
Hope you have a great weekend as well :)
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Thank you everyone for sharing the issues you are having here! We appreciate you taking the time to share so that we can fix the problem promptly and effectively for the future.
Please don't hesitate to reach out to me for other questions!
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I have had many technical issues as well, and while it does take several days for a response, someone has always responded however what they told me I should do did not help. Very disappointing considering how much it cost to join Tone Base. I bought a years subscription but will not renew unless they fix the many issues I have encountered.
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They should prioritize the visual aspect of their content in an effective way and quickly resolve the technical issues, especially regarding the visual rendering on the iPad.
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I am having trouble getting both treble and base clefs to show while watching the video. Only a slice of the treble is visible. Is there a way to expand this and activate the overhead view of the hands playing the notes and fingerings as being described by the artist? I work on an iPad.
