Support

 
Fixes for the most common app support issues are listed below.

If you don’t find the fix for your issue, please click here to contact me via email and I will do my best to help you out!


Q: I’m not hearing any sound from the app, please help! Other programs on my device are making sound!

A: Please check that the volume is turned up and that the mute switch on your device is turned off.

If you can plug in headphones and hear sound, but no sound from the speaker on the device, then the issue absolutely 100% of the time is that you have turned on the mute switch on the device.

Even if other apps are making sound, my apps, which allow you to play along with music in your iTunes collection have to respect the setting of the mute switch.

On the iPhone, this is the switch on the side of the device.

If you’re not hearing your phone’s ringer or key clicks when you type in other apps, then you won’t hear sound from my apps either.

In the iPad Settings app you can select between orientation lock or mute for the physical switch on the side of the device.

If you’ve selected orientation lock for the switch, on iOS 7, the iPad mute button is on the far left side of the task bar. Double click the home button and then slide the task bar all the way to the left.

On iOS 7 and later, the mute button for the iPad is in the Control Center. To show the Control Center, slide up from the bottom of the screen.

This video explains about the assignment of the mute switch.


Q: The app locks up and stops making sound when I put four fingers on the screen.

A: Go into the iPad Settings app, and disable the “Multitasking Gestures” feature.

If it is enabled, when you put 4 fingers on the screen, Apple completely takes over the system, stops the sound and starts switching between apps.

That’s really not a good thing when playing a musical instrument app that requires 4 or more fingers, like the bagpipes.

Unfortunately, I can’t disable the setting programmatically from within my apps, so you have to do it manually.


Q: I upgraded to iOS 9 and now my music apps are crashing immediately at launch.

A: Under iOS 9, I’m sure that some of my oldest apps are going to have issues or crash under the new OS. This happens to lots of apps every time Apple does a major new release.

Please know that I’ll be actively working to update those apps, but it’s going to take some time to triage and prioritize the updates.

Thank you for your understanding and patience!


Q: I can’t use more than two fingers with your apps. When I put down three fingers, the screen starts zooming.

A: Somehow, you’ve turned on the Zoom feature on your iPad’s Accesibility controls.

Run the Settings app on your iPad, go into General/Accessibility, and turn Zoom off.


Q: I updated my device to iOS 8.3 and all the sliders in my app disappeared!

A: Yep, that happened. Apple broke something in iOS 8.3 and isn’t going to fix it. I’m issuing updates to the apps as I have the opportunity to do so.

The sliders are actually there if you can find the control knob, but in most cases, the default values I ship with the app are just fine.

If you’ve changed the values and want to get back to the defaults, delete and reinstall the app.


Q: I have iOS 7 on my device, why can’t I buy some of your apps?

A: Apple is pushing developers to switch from the older OpenAL audio system to a new powerful set of audio capabilities called AVAudioEngine. Unfortunately, it wasn’t available until iOS 8.

I’m in the process of transitioning all my apps to use the new system with a minimum requirement of iOS 8.4, so you may want to consider updating your device.


Q: I’m running a CoreMIDI-compliant virtual synth app on my device, but I don’t hear any sound when using your CoreMIDI control surfaces.

A: Please check that “Background Audio” is enabled on the virtual synth app you are running.

Also check that the virtual synth app has an active patch on the same MIDI channel(s) you are sending from the control surface app.


iPad – Background Synth App Settings

SampleTank Settings
Here are the settings changes you need to make for SampleTank, enable “Background Audio” on the iPad:

SampleTank-enable-background-audio-iPad

A Flute on SampleTank
Here’s a simple single instrument SampleTank patch setup for a flute sound
(full version SampleTank + Woodwind expansion pack), on MIDI channel 1:

SampleTank-patch-flute-iPad

ThumbJam Settings
Here are the settings changes you need to make for ThumbJam, enable “CoreMIDI” and “Active in Background”:

ThumbJam-CoreMIDI-active-in-background-iPad


iPhone/iPod Touch – Background Synth App Settings

SampleTank Settings
Here are the settings changes you need to make for SampleTank, enable “Background Audio” on the iPhone and iPod Touch:

SampleTank-enable-background-audio-iPhone-Touch

A Flute on SampleTank
Here’s a simple single instrument SampleTank patch for a flute sound on the iPhone and iPod Touch
(full version of SampleTank plus Woodwind expansion pack), on MIDI channel 1:

SampleTank-patch-flute-iPhone-Touch

ThumbJam Settings
Here are the settings changes you need to make for ThumbJam, enable “CoreMIDI” and “Active in Background”:

ThumbJam-CoreMIDI-active-in-background-iPhone-Touch


MIDI and Audio Settings in SampleTank and ThumbJam

This video shows how to change the MIDI and audio settings in SampleTank and ThumbJam (iPad version, iPhone is similar)


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