So I've had an issue with the BIAB for iPhone app in which it downloaded one song and crashes whenever I try to download any more. I finally got a hold of someone at support on the phone and when I explained what was going on he said, "sorry, there's nothing we can do if the app doesn't work." Uh, I realize it's a free app meant to work with the purchased desktop program, but why are they even offering it if they can't support it?

Could you provide some details please? Is this Windows or Mac BIAB? What version? What version of BIAB? What version of iOS?

All the files (song files and m4a files) were created on BIAB 2015 for mac on a Mac mini running Yosemite. My phone is a brand new iPhone 6 plus running the latest iOS. I was able to successfully download exactly one song. After that all other downloads fail, the app crashes and shuts down. I've tried (many times) downloading via the browser interface from my Mac (Safari), via Dropbox and via Google drive. All fail. I've tried uninstalling the app and reinstalling--several times. I always get the same result: one and only one song will download, and after that all other download attempts fail. I even took my phone to work and tried downloading via Dropbox and Google drive from the WIFI there as we have a business grade fiber optic connection. Fail. When I explained all this over the phone to PG Music support today, I was told that the phone app was developed by a 3rd party with which support has no way to communicate, so if the app doesn't work, there's nothing they can do. You see why I'm frustrated and a little pissed off?

Hi DKM

You're probably only creating confusion and not doing yourself any favors to post this same item multiple times in different forums.

Peter Gannon is personally investigating. That's pretty good service IMO

See your other threads here

Trevor

I originally posted about the problem I was having here in this forum--presumably the right one as the phone/iPad app is technically an "other" program. I got 60+ views but not a single response. So in desperation I posted in the BIAB for Mac forum--thinking, well it is meant to run with the desktop program-- and got, I think one response, which was nothing more than a question for more detail. I provided the details, but got no further response. At the same time I had emailed support with a detailed explanation of the problems I was having and got an email response that the senior tech who would need to deal with this was on vacation. So I waited an extra week, then called support as I still hadn't received an email solution (or response other than the "he's on vacation one) to my original email. The tech who answered my phone call--and oh how I wish I'd written down his name--gave me the one suggestion that I erase the "Rendered" in the extension of the m4a file. I tried that, and when it failed, explained once more how the app was crashing after which he gave me the spiel about the app being developed by a 3rd party team with which the in house support has no communication. It was after that that I posted the above chest beating comments. Here, again all I got was a request for more details after which, nothing. In the BIAB for Mac forum I finally got someone's attention.

So perhaps I did do myself a favor. I'm grateful Peter is looking in to this--I'd say it's an issue that deserves his attention, not just the app problem but more specifically the support issue. It was shocking to hear from him that the app was developed in house and his comment, "I don't know who you were talking to..." Well, I was talking to one of his support team. As for the app itself, if you go to the iTunes store and look at the reviews it's not a pretty picture. As far as BIAB itself I have nothing but good things to say (other than how the Mac version is always without some very useful and important features of the Windows version such as printing additional verses in fake book lead sheets). I've been using it for many years, and now with the real tracks, which just took it to a completely different level, I want to use it on solo gigs. I suppose it's because I've been so happy with and consider BIAB such an excellent software that this experience has been so frustrating.

While we wait for Peter,

Do you have all the updates?
• BIAB 2015 (417)
• BIAB Server 2.0.1 Build 5058
• BIAB App V1.0.12 Build 5200
• Apple QuickTime Player V7.7.7 (1608.95.51)

There was a recent update to the Server. I know these are PC versions, but the Mac would have similar.

Well, I guess it's all academic now since I'm having an unbelievable run of bad luck. My BIAB 2015 EverythingPAK hard drive got corrupted somehow and will no longer mount. I've done multiple repairs with Disk Utility, which says it's OK and everything is there, but it just will not mount either on my Mac mini running Yosemite or on my macbook running Snow Leopard. Since I never installed the program on my computer but was always running it off the drive, I'm completely dead in the water now.

That is bad luck. PG Music Support can help you with that problem.

Contact PG Music support and explain your new issue. They may be able to provide you with download links or have another solution to help you recover your corrupted programs.

Sorry to hear about your issue dkm, keep us informed of the progress, hope it is resolved fast.

Kent worked with me yesterday on the iPhone app. Last night I managed to finally get most of my repertoire files downloaded to my phone. There are still some major problems though. There are a lot of files that simply will not download and we're not yet sure why. And downloading from Dropbox or Google drive doesn't seem to work at all. It either crashes the app, or fails to download the m4a file along with the mgu file--even when they are zipped together. But at least I've seen some progress, so I'm encouraged.

As for my EverythingPAK hard drive, that seems to be toast. I can see it in Disk Utility, but it just will not mount, so I'm locked out of even copying the files over to my computer. I'm guessing it's a corruption of the boot sector which I could probably fix with Disk Warrior...if I had it. Not willing to spend over $100 for that software, though. Alyssa just emailed me that they are sending me a new drive, so that should solve that problem. I'll lose some song files that I had been working on and had not yet backed up, but fortunately most of my song files had been backed up to another drive.

The songs that I was able to download to my phone are playing just fine and sound great, so in that regard the app works well and will well serve the purpose I had intended. We just need to get these download issues solved. At least we're moving forward to that end.

Just received my replacement hard drive. Grateful for the quick service.

After getting my replacement hard drive I have been able to get the tunes that failed to upload to finally upload to my phone. The way I was able to do it was by opening the song and loading it with a different style, then saving the song with the new style and creating a new rendered m4a sound file. I can only presume that there was something in the song file with the original style that the app didn't like and caused the download to fail. What that might have been I have no idea as just about each song that failed to download had a different style, and other songs that successfully downloaded had the same style as a song that failed. I can only hope that Kent can figure out what it is in those songs that failed to download that caused the failure. But in the mean time I have a workaround that is letting me go forward.

One last thing I need let everyone know is that the only successful downloads have been via the browser connection from the computer. I've not been able to download anything from either Dropbox or Google drive. Those downloads never seem to bring in the m4a file, only the mgu file (if at all) which will not play, so they're useless. And even when the mgu manages to get through it still crashes the app at the end of the download. So obviously there's still some serious issues to resolve.

Hi, the issue seems to be with frozen songs, which are songs where all the tracks have been frozen. This results in files that are quite large, and in some cases they don't transfer to the iPhone. It doesn't affect the usual songs which have not been frozen. We will fix that in a future patch of the iPhone BiaB.

Thanks, Peter and Kent.

Can I make a suggestion? It seems this thread started with some frustration and perhaps justifiably so but I would propose the thread title be changed or at least "RESOLVED" added to it! It looks negative as a title and from reading through it it sure does seem like you received great support with a replacement drive rushed to you, personal support from the head of the company, etc.

You seem to be getting support and you seem appreciative of that. I'd just like to see the title reflect that!

+1
We know it's resolved (or being resolved), but the title certainly could do with an update, if that's possible!