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Error message: "Encountered an unknown error"...

I keep getting "Encountered an unknown error. Please try again, and contact support if the problem persists" when reviewing an mib file in the Mag+ reviewer on my iPad. Seems to come up randomly, and not in response to any particular action within the document.

Doug Merritt

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Hi Doug

We are experiencing the same issue. The Mag+ publish application is down. - no response here. https://publish.magplus.com/

I've logged a support request, left a message in the USA and will be calling Stockholm as soon as they are in the office if the platform is still down.

Awful timing for us, we just launched our app.

Hopefully it will be back up soon.

Robyn Buchanan 0 votes
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All kinds of downtime are bad for business :)

We got a daily newspaper on Mag+ and i just now sent over 2000 "We are sorry" e-mail's to those who are reading us on a regular basis  ... Lucky we got an HTML reader where we can send the customers to for the moment. Just getting pounded by the iTunes customers who are much unhappy since no communication channel was available

I hope much that it will be back really soon ...

ants.anupold 0 votes
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Hi folks,

We have the same problem. Publish is down, and we're a weekly magazine publishing every Wednesday! Our latest issue should be available by now, readers keep asking us what's going on, and there's no feedback from MAG+... HELP!

Germà Capdevila 0 votes
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HI

I've just had a message from Mag+ that they are working on the issue now. Hopefully it will be resolved quickly.

Robyn Buchanan 0 votes
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Hi,

Publish is back up again. Sorry for the problems it caused.

Doug, I don't think your issue was related to the publish site being down since you were working with the reviewer. In order to assist you, we would need to look at the mib. I'm sending a dropbox invite so you can upload it to that folder.

Best regards,

Sara 

Sara C Glaser 0 votes
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Hi Sarah

One of my readers who has subscribed to a 12 month subscription and had received this same message "Encountered an unknown error. Please try again, and contact support if the problem persists" when they try to download an issue.

Any ideas why?

Thanks

Hannah

hannah dossary 0 votes
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I am having the same issue as Hannah above. The user, when downloading the new issue, attempts to download. It shows the entire issue being downloaded, but at the end of the download gives an error message. 

Attached is a screen shot. User is also reporting duplicates and triplicates of issues in his library. 

nic.boshart 0 votes
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Hannah & Nic,

Typically when we see this error it is caused by users updating their app to a new version from an older version (by skipping a version in between).  Usually having the users delete their app & reinstall it from the App Store fixes this problem.  

Please have them try this but let me know if the problem still persists.

Regards,

Mike Rettew 

Mag+ Support Team

Mike Rettew 0 votes
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I am having the exact same problem as described by nic.boshart

Deleting the app and re-installing it does not correct the problem.

Please advise as we've just published an issue and sent notifications.

Thanks.

  • Ryan
rkramer 0 votes
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I think I have an answer for my issue. The app is set to only horizontal. The layout was set to vertical. Would that trigger this message?

rkramer 0 votes
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Hello Ryan,

What brand/app are you experiencing this with?

Regards,

Mike Rettew 

Mag+ Support Team

Mike Rettew 0 votes
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It's under the name Pharma Sci. 

https://itunes.apple.com/us/app/pharma-sci/id568221918?mt=8

Version 4.3.1

As mentioned before, we've since deleted and removed that issue (or rather un-clicked distribution to any device) and uploaded a properly formatted orientation .mib and the error message has since disappeared. Was that the fix or was it a coincidence? I'm not sure. 

Thanks!

rkramer 0 votes
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That error message is not likely related to the orientation setting of your MIB file so it sounds coincidental.  If the only actions you took to resolve it were removing from distribution and re-uploading a new MIB then re-distributing it, that error may have been related to the network failing to access that particular issue.  It's hard to tell at this point the root of the problem and if it was just a temporary network glitch but if it reoccurs please let us know and we'll get more details from you to look into it further.

Regards,

Mike Rettew 

Mag+ Support Team

Mike Rettew 0 votes
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You've been great answering my slew of questions lately, Mike. Thank you kindly. 

rkramer 0 votes