I’m very disappointed

(Resolved) IncrediBooth doesn't repair photos it damaged

I made several photos of special moments with friends using IncrediBooth 1.5.2. All photos appear very distorted which was reported to the developers and solved in version 1.5.3.

I've just upgraded to the new version 1.5.3 but the photos taken with 1.5.2 still show the distortion issue. Where are the original photos stored, so I can re-apply the fixed filters? Why doesn't the app work unobtrusive and seem to delete the original photos even if the app wrongly applied filters? Where can I claim my money back?
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  • AllanB (Customer Support) May 13, 2012 13:02
    Hi Danny,

    Thanks for your note. I can understand your frustration, but I can explain to you why the app didn't fix the distorted pictures.

    Like Hipstamatic, IncrediBooth is intended as a camera app, not a photo editing application. Both programs apply their filters/effects at the time the images are taken but there isn't a way to import images back into either app or to apply the filters afterward. I'm sorry about the distorted pics you have. Hopefully you didn't take too many during the time that bug was present. It was fixed as quickly as the team could make it happen and the update was available in the App store soon after the problem was reported to us.

    The app has no way of knowing that previous images may or may not have the correct effects applied to them. To have added a feature to detect and reprocess those images would have been a significant change to the program, rather than just fixing the issue that was causing the distorted images. I hope that helps make sense of why the app didn't fix the previous images?

    Also, I saw your note in this thread:

    https://getsatisfaction.com/synthetic...


    This issue hasn't been solved yet. On my iPad2 with iOS 5.1.1 IncrediBooth's HolidayBooth's "Melodie" lens keeps crashing the app after the fourth photo is taken. Regarding to your Facebook account this is a long known issue you failed to solve in a timely manner. Photos are lost and no way was provided to recover them. Where are the original photos stored when your app fails? (and it fails way, too, often)


    I tried to recreate the Melodie crash behavior you note, but I wasn't able to get the app to crash. And as far as I'm aware, there are no current bugs with IncrediBooth that would cause that.

    Since installing the update, have you had a chance to do a force shut down of the app?

    If you're not familiar with the app shutdown process, here's all you need to do:

    - unlock your phone
    - press your devices' home button to take you back to your main screen
    - double click the home button, to bring up the background apps as a row of icons along the bottom of your screen
    - press and hold the IncrediBooth icon until it 'jiggles'
    - tap the red minus symbol to close the app (take that same opportunity to close all your background apps. It'll free up memory and you'll be amazed at how many you had running)

    If it's still crashing after that, can you let me know?

    In your note from the other thread, you also mention a Facebook issue. Can you tell me more about that one? I'm not sure what's up. :)

    I hope I've touched on all the issues you've asked about and are having trouble with. Please followup with me here in this thread and we'll make sure everything's working as well as it should be for you.

    Cheers!
    Allan
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  • AllanB (Customer Support) May 13, 2012 13:05
    Hey Danny,

    One more thing I meant to ask...

    Can I also get you to try using the Restore Purchases function in the app?

    To do that, just open IncrediBooth, and then go to the Hipstamart (tap the arrow in the bottom left of the main screen. Then the shopping cart icon in the bottom right of the next screen.)

    Then tap the 'Restore' button in the upper right, and make sure to enter your Apple ID password if/when prompted.

    If you haven't done that since having the Melodie issue, please try that now and then try shooting with that lens again.

    Thanks!!
    Allan
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  • I’m disappointed
    hello, I am currently facing the same problem as Danny, with regards to te Melodie lens- the app automatically closes itself after the fourth shot. I've tried everything you recommended and yet, the problem continues to persist. HELPPP!!
    • AllanB (Customer Support) May 13, 2012 18:52
      Hi peiting2910,

      I'm here to help, no worries! :)

      Can you tell me if you've updated to the latest version of IncrediBooth? If you're not sure, just check the App store app to see if there is an update waiting.

      Also, have you tried hitting the Restore Purchases button in the app, to refresh your paks? There was a glitch with the Melodie lens, but it's been fixed.

      To make sure that you have the fix on your phone, just hit the Restore Purchases button, in the Hipstamart section of IncrediBooth. (Hit the Arrow icon - bottom left. Then the shopping cart icon - bottom right. And lastly the Restore button - top right).

      Then give that booth/lens a try again and let me know if it's still crashing?

      Cheers!
      Allan
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  • I’m still disappointed
    @Allan: I tried all these troubleshooting steps before I opened my problem report. I have now completely reinstalled IncrediBooth from the AppStore. So I now got the most recent version 1.5.4. I restored my previously purchased Booths from the Hipstamart and then opened the Holidaze Booth and started a photo shot with Lens #3 'Melodie'. After the fourth photo is taken the App closes and that's it. When I open it again all four photos taken are lost. This is unacceptable. I dislike how rude and unreliable this App handles my photos. Photos currently cannot be recovered when the App crashes, Photos that are distorted by a failure of the App can't be fixed since the App deleted the original files, the only answer I get at this support channel is "Hopefully you didn't take too many during the time that bug was present." There shouldn't be any bug like this in your App when you release it to the AppStore. That's what QA is all about. I mean, not having the end user (customer) doing the testing for you! If you can't get me my photos back, then refund my money!
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  • AllanB (Customer Support) May 13, 2012 20:07
    Hey Danny,

    To back up to the bug related to the distorted images... you're right, that was something that didn't get caught in testing but was fixed as quickly as possible. I know it's frustrating to have had the app broken like that but it was fixed as quickly as we could. I am not able to offer a refund for that issue as I'm not able to access your Apple ID. The update to the app was free, and should have resolved the distortion problem.

    In lieu of a refund for the distortion problem, I can offer you a coupon for the Hipstamart that would get you a free 9-pak of 4" prints. Would that work as a compromise?

    With regard to the issue you're having with Melodie. I agree with you that the app shouldn't be crashing like that. And we really did believe that bug was addressed.

    You may have found something new, and I'd like to make sure that issue gets addressed if that's the case. There should be crash logs on your phone from the issue with Melodie. If you're interested in sending those in, they would be of great help to our development team to understand what's not working. Can I offer you some instructions for finding those?

    Cheers,
    Allan
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  • AllanB (Customer Support) May 13, 2012 20:17
    Hey Danny,

    I just wanted to check and see if you had received any errors or messages when you hit the Restore Purchases button? I'm wondering if there's something that's not allowing your copy of that pak to refresh for some reason. Let me know if you saw anything?

    Thanks again!
    Allan
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  • Hi Allan,
    I bought Holidaze just two days ago so I'm pretty sure I have the latest version of Holidaze. But just to be sure, I checked the AppStore and there are no updates for the app. I've restored the Holidaze booth as per your instructions a good five times but the app still closes itself after the fourth shot. ): I even made sure to force shut the app after restoring the booth before I gave the melodie lens a try. Unfortunately, the app still doesn't work. How do I go about generating the crash logs you were talking about? And thanks for your prompt reply, by the way. :)
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  • I’m still sad
    Hey Allan,

    please send me the coupon.

    Please let your developers know that I bought an iPad to take fortune of the possibilities that new tech. innovations offers to mankind and not want to have old limitations of analogue devices being reimplemented in todays mobile devices. It's nice to have the old look and feel and it would be even nicer if that could be combined with recent standards (like unobtrusive filters that you apply to our photos, storing each single photo for recovery until the final collage of four photos is delivered to avoid losses due to app errors, battery outages, input errors etc., showing the effect of each lense before the photos are taken and maybe.. yes maybe.. allowing to change lenses/filters before final delivery of the collage to the drawer).

    @Peiting2910: Just read http://bjango.com/help/crashlog/ in order to locate and send Allan the crash log. I can't do that since I don't sync with iTunes.
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  • AllanB (Customer Support) May 14, 2012 11:37
    Hey Danny and peiting2910,

    Thanks for the updates. It sounds like you're both checking/doing all the right things at your end, thank you. But it looks like there must be a new bug in that pak/lens. I've already opened a log with the development team, and passed on the feedback that you've provided.

    If you would like to help by sending in some crash logs, you can do that from your phone or iPad. Here's some quick instructions.

    You can find those on your phone, by opening the Settings app. The path to the logs is:

    Settings > General > About > Diagnostics & Usage > Diagnostics & Usage Data

    In there you should see entries for apps that have crashed and written logs. You can open any one of the Hipstamatic ones, select all, and then copy the log to your phone's clipboard. Then just email it to me from your phone? I would just pick the most recent log you find. One should be enough. :)

    You can send me that information to: support@hipstamaticapp.com, and I'll forward it onto the development team.

    Let me know if you find anything?

    @Danny - separate from the logs, can you please send me a quick email to the address noted above? I'll reply there with the coupon code that I mentioned.

    Thanks for your reports of this issue and for your patience while the tech folks get it sorted out.

    Cheers,
    Allan
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  • 1
    Hey Allan,
    I've followed your instructions and copied one of my crash logs. I've since sent an email to the email address you provided. The subject says: Attn: Allan - crash log for melodie lens bug. Hopefully, it would be of vital help to your team in identifying the issue. :)
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  • Hello Allan, havent had updates from you in quite a bit. I would like to know the progress of your support team in fixing the issue?
    • AllanB (Customer Support) June 12, 2012 13:40
      Hey there,

      Thanks for your note. I double checked the problem log for this issue. I confirmed that your crash log (along with a couple of others) has been included in the information provided to the development team. I've posted a note in the log this morning requesting an update. I'll let you know what I hear back.

      Thanks for your patience.

      Cheers,
      Allan
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  • This reply was removed on 2012-06-12.
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  • hey Allan, did you get any updates from the support peeps? I'm still waiting to use the melodie lens. :(
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  • AllanB (Customer Support) August 16, 2012 17:54
    Hey Peiting,

    Thanks for your note. The problem with the Holidaze booth has been fixed! If you haven't already, please update to version 1.6 of IncrediBooth. It should already be waiting for you in the Updates section of the App store app.

    Give the update a try and let me know how things are looking?

    Cheers!
    Allan
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  • oops! I didn't realize there was an update. I kept restoring my purchase instead. Will update the app now. Thanks for your help! :)
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  • AllanB (Customer Support) August 16, 2012 20:51
    Hey Peiting,

    Let me know how the update works. I did quite a bit of testing before version 1.6 came out and from everything I could tell, the Holidaze pak works perfectly now.

    I'll leave this thread open for the moment, just in case. But I'm pretty sure you'll find that it's fully fixed. :)

    Cheers!!
    Allan
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