Entire Library Vanished after updating to Accordance 3.3.1 for iPad (since June 2022!)

[NEDZERO]

Apparently I am among a very small percentage of Accordance users who have experienced major frustration since the Accordance 3.3.1 version for iPad released back in June 2022.  I have invested quite a bit for my Biblical Library. So to have it inaccessible going on 6 months now, is frustrating to say the least.

 

I've called support and uploaded the requested screen recordings showing my attempts to access my Accordance Library, but to date I still cannot access it.  It is installed "somewhere" in the App, but how to access it I know not, nor does anyone else I communicate with.  I've been told that a new release for the computer version has been the focus and priority, but at what point will my issues be addressed?  When will I have access to my library?

 

I hope the developers read this and work toward fixing the issues.

 

Accordance Version 3.3.1

iPad (7th generation)

iPadOS 16.2 (20C65)

Edited December 30, 2022 by NEDZERO
added iPad OS deltailed information

[ukfraser]

Nedzero, are you sure you dont have two accounts and your app is signed into one and your purchases are in another? 
try logging in to the app to see easy install and also check your account details in the app. Then log in to your account via the web or mac and see what purchases you have and check your log in info. 

 

This has been an issue that others have reported and if its the case, sales can help sort out accounts. 

Edited December 30, 2022 by ukfraser

[NEDZERO]

Super Thanks UKFRASER!

 

I appreciate your willingness to help.

 

Unfortunately it's not the solution to solve my issue (I wish it was!). I only have one Accordance Account. (I even called to verify).

 

I'm going to see if I can upload some pictures of my iPad (updated Accordance) and iPhone (not updated Accordance).

[NEDZERO]

Here are some pictures of how my iPad Accordance Library used to look before the Accordance 3.3.1 iOS update in June

And pictures of how my Accordance Library currently looks on my iPad after the Accordance Library 3.3.1 iOS update...

 

Currently on my iPad my "Tools" only shows my "Cultural Background" folder. And when I go to it there is nothing there, unlike on my iPhone which I have not updated.

 

 

 

[Lawrence]

I'm sure that you've already tried this, but does the problem persist after uninstalling and reinstalling the app?

Also, what does your Easy Install page look like?

[NEDZERO]

Super Thanks for the help Lawrence!

 

The first thing that tech support had me do back in June was to completely delete the App then reinstall my entire Library.😭

It didn't work.☹️

 

My "Easy Install" window shows everything I haven't downloaded and installed yet.

I just downloaded a module and it shows in the "Recently Installed" section, but the only way to access it is to click on it from there.  Other than that, there's no way of accessing it since it does not show up in the "Tools" section.

 

I just closed out of the Accordance App and opened it back up.  The "Recently Installed" section is no longer showing, so now I have no access to the module I just downloaded and installed.😭

 

I wish there was a way to contact the developers directly...  I would love to be able to "downgrade" back to the previous version if I could just to be able to use my Accordance Library!😩

[Lawrence]

I wonder whether this is an iOS bug. It doesn't sound like a bug with the Accordance app itself since the same app code runs on many other iOS installations without losing data in this way.

 

The following link suggests that iOS 16 has some problems with data going missing.

https://www.imobie.com/iphone-recovery/lost-data-after-ios-update.htm

 

This (iOS issues) might be a more fruitful avenue to pursue. Other things to look at along these lines are storage capacity and settings for mirroring (backups to cloud). It could be that the phone itself has run out of memory. It might also be that the phone has plenty of storage, but it is syncing with your cloud account, which has run out of storage, and subsequently deleting stuff on the phone to make the phone data 'the same' as the cloud. Another possibility is that there's a virus on your iPad.

 

If you backup the whole iPad to iTunes (maybe even to 2 computers, just in case), you can then consider doing a complete erase-and-install of iOS, then reinstall Accordance. If the problem goes away, you can reinstall all your other apps. Otherwise, you can restore to the backup you made and then try something else.

 

These are all guesses, but I hope you find a resolution. The problem certainly sounds frustrating.

[TXCiclista]

I second a reinstall of iOS. This is obviously something of a catastrophic last measure, but if I were a betting man, I would bet on it to solving the issue. *If your iPad is not critical to day-to-day operation* (or if you have a free day):

 

1. Ensure the iPad is backed up to either a computer or iCloud. (You might consider deleting Accordance and restarting before doing this, so Step 5 goes smoothly)

2. Ensure you have no apps that run with security features that require authentication with a server (apps like Google or Microsoft Authenticator come to mind, or password apps). If you do, have the recovery codes they provide for cases where you “sell or lose your phone” (or however they refer to it).

3. Completely reset the iPad. “it used to be called “Full Erase,” iirc, but it’s effectively a factory reset.

4. Install Accordance before anything else. If it works, you know it was iOS.

5. If it works, you can try a restore of the iPad and see if the restore somehow sorts things. Even if it doesn’t, at least the Restore will have you back where you started.

Edited December 31, 2022 by TXCiclista

[Michael J. Bolesta]

@NEDZERO I empathize. I too lost my library on an old iPad. I could not salvage it and had to sell it (Accordance was the main reason I kept the aged tablet). I also lost everything on my iPhone 12. The delete and reinstall only worked marginally well. While I can use Easy Install, I cannot organize my library. I was hoping Accordance 14 for MacOS would allow synching again (that is what did me in with the iPad and iPhone mid 2022).

 

I am hoping the next update of Accordance for iOS and a stable Accordance 14 will address the issue. I miss having multiple resources on my iPhone, but the inability to organize the library and to synch with the desktop version have held me back.

 

Given the persistence of Accordance 14 issues, I am not holding my breath.

[NEDZERO]

I appreciate all of the suggestions thus far.

 

Lawrence

I was running iPadOS 14 or 15 when I updated the Accordance App to 3.3.1.  I was actually using the iPad the same day before the update preparing for a Bible Conference, then I saw the update, updated, put the iPad down for the night, woke up the next morning to find things were not the same in Accordance.  I updated the iPadOS in hopes that this would solve the issue, but it didn't.  I do think I will try the complete "wipe" to see if this works.

 

TXCiclista

Thank you for the "step-by-step" instructions on the iPadOS re-install.

 

Michael

You know exactly the frustration.

Did you try the "iPadOS re-install" before you sold your iPad?

Did you ever replace your iPad with a new one? If so, did it "fix" the Accordance issues on the iPad?

 

-Thanks!

[Michael J. Bolesta]

@NEDZERO I did delete the iOS app from the iPad (and iPhone). On the iPad I could not reinstall (it was a very old model), and for a variety of reasons I have not replaced it.

 

On the iPhone, I could delete and reinstall, but synching was still an issue. The library is strange and I cannot organize the text and tool subfolders. I used Easy Install to install the essentials. I am waiting for updated software before investing more effort. Before the corrupt synching, I had a nice subset of texts and tools on iOS devices.

 

I still use the iPhone Accordance daily for reading Scripture, and having it with me for talks. I do not thinkI want to invest in a new iPad if I cannot replace the setup I had. The inability to do so on fairly new M1 MacBook Pro and fairly recent iPhone leads me to conclude that a new iPad would not solve the issue for me.

[Lawrence]

@NEDZERO

 

Julia's recent post mentioned something I hadn't considered.

I wonder whether your iOS Accordance Settings are causing content-deletion on Accordance launch.

Not sure whether this leads to a dead end, but it's something to try if you haven't already looked at it.

If you reinstalled your iPad OS from scratch, let us know how it went.

 

[NEDZERO]

Hi Everyone!

 

Sorry I haven't responded, I have been out of town etc.

 

Thanks for the info. Michael !

I guess replacing my current iPad may not be the solution.

 

 

Thanks for the post Lawrence !

Not sure about "My Highlights File", I actually have never made any "highlights" etc.

 

 

But...

1)  I did completely wipe my iPad!

 

I also had a previous iPadOS backup on my computer (with Accordance 3.3.0) that I restored my iPad to.  This seemed to fix the issue as I was downloading my Accordance Library onto the iPad.  But when I began creating my "original" folders and "moving" the modules into them I started noticing things acting "funny" with Accordance.  Things were not "moving" into the folders I had created etc.  Then I noticed that my Library was disappearing once again!

 

 

2)  I can't remember at what point I decided this, but I completely wiped my iPad again!

This time I started from scratch and just downloaded the latest Accordance 3.3.1 from the App store.  It's the first App I installed.  In the downloading of my Accordance Library, I am letting Accordance "put" things wherever it wants.  I'm not using my "own" folders etc. (just in case it's a "folders" issue).  I still have lots of my Library to download, I'm going slow trying to see where things are being placed, I also use a hotspot for internet so I can't just download the entire Library in one month.

 

The Accordance 3.3.1 iOS / iPadOS App "seems" to be working, but I'm very hesitant on doing anything as far as customizing my Library for fear that I will lose it again.  In fact, I'm still not fully confident with its stability as I once was before the whole "Disappearing Library" issue that I experienced with the 3.3.1 update.

 

Accordance Version 3.3.1

iPad (7th generation)

iPadOS 16.2 (20C65)

 

I hope this helps someone!

Edited January 12, 2023 by NEDZERO
added "bold" formatting

[Dr. Nathan Parker]

There is a bug in the Mobile app where certain library customizations causes most modules to “disappear”. Reinstalling the app does resolve the issue, although certain library customizations can cause it to break again. Tech Support was trying to duplicate the issue but had troubles locating the exact cause. I finally was able to cause the issue on my iPad a couple months ago and sent Tech Support the instructions that caused it. They were able to duplicate the issue and file a bug report with the developers. I’ll find out what the status is on it. I reinstalled the app but haven’t done any library customizations myself (I’ve been waiting for the enhanced syncing to do it for me).

[Michael J. Bolesta]

11 hours ago, Nathan Parker said:

There is a bug in the Mobile app where certain library customizations causes most modules to “disappear”. Reinstalling the app does resolve the issue, although certain library customizations can cause it to break again. Tech Support was trying to duplicate the issue but had troubles locating the exact cause. I finally was able to cause the issue on my iPad a couple months ago and sent Tech Support the instructions that caused it. They were able to duplicate the issue and file a bug report with the developers. I’ll find out what the status is on it. I reinstalled the app but haven’t done any library customizations myself (I’ve been waiting for the enhanced syncing to do it for me).

 

@Nathan Parker thank you for this post. It is helpful and give me some hope of resolution.

 

Question: were you are to reinstall using desktop to mobile synch, or did you use Easy Install. Sync with 3.3.1 seems to be my issue (as well as library organization).

Edited January 12, 2023 by Michael J. Bolesta

[Dr. Nathan Parker]

Mobile sync isn’t working for me at all. Completely stalling when I try to sync between my Mac and iPhone or iPad.

 

I had to use Easy Install for everything, and for now, I’m just not touching library organization and using the search bar to open modules.

 

On my iPad, I was able to install everything fairly quickly with my home Wi-Fi. On my iPhone, I have T-Mobile Magenta Max and 5G UC here, so I just pulled everything down over the T-Mobile network while I was shopping. 

 

Glad both of my devices have plenty of space, as I’m about to get an influx of modules now that I’m an Accordance training employee. 🙂 

[Michael J. Bolesta]

15 hours ago, Nathan Parker said:

Mobile sync isn’t working for me at all. Completely stalling when I try to sync between my Mac and iPhone or iPad.

 

I had to use Easy Install for everything, and for now, I’m just not touching library organization and using the search bar to open modules.

 

On my iPad, I was able to install everything fairly quickly with my home Wi-Fi. On my iPhone, I have T-Mobile Magenta Max and 5G UC here, so I just pulled everything down over the T-Mobile network while I was shopping. 

 

Glad both of my devices have plenty of space, as I’m about to get an influx of modules now that I’m an Accordance training employee. 🙂 

 

I did not like Dropbox, so when it was functional, sync with desktop was great (faster than Easy Install, and allows user content to sync too). I do not recall exactly but it seems like it was last summer than sync failed in MacOS Accordance 13.x with iOS Accordance 3.3.x

 

I deleted and reinstalled, and did get some use content over. I am afraid to even try either syncing or delete/reinstall. 😪

[Kristin]

I hope this does not come across wrong, but I was really surprised to see a "last chance!" email trying to remind me to buy v.14. Apart from the fact that I did the pre-order, and so I obviously already have it, how is Accordance still actively trying to encourage people to leave v.13 to move to v.14, with so many obvious and catastrophic issues?

 

I would suspect that it the email said, "p.s. - v.14 comes with a risk of it wiping your entire library among other issues," no one would download it.

 

Accordance users are not gamers, a huge percentage of us use it for work and really can't afford for such serious technical issues to be going on for months.

[Leopold Green]

1 hour ago, Kristin said:

I hope this does not come across wrong, but I was really surprised to see a "last chance!" email trying to remind me to buy v.14. Apart from the fact that I did the pre-order, and so I obviously already have it, how is Accordance still actively trying to encourage people to leave v.13 to move to v.14, with so many obvious and catastrophic issues?

 

Have to say I agree with Kristin on this - I was really surprised to see that email... I know it may not be possible Nathan but is there any chance of a road map, however indicative, to show how the developers see getting v.14 to a stable position and also deal with the above on the iOS version... I know you can't commit to specific dates etc., I would like to be able to go back to v.14 but each time I try something triggers the beachball of colourful death and I go back to v.13

[Dr. Nathan Parker]

@Michael J. Bolesta I don't use Dropbox either. Waiting for enhanced syncing in Accordance 14. I’m just not a Dropbox fan.

 

@Kristin @Leopold Green I thought the sale has to do with our Primary Collections (correct me if I’m wrong). I may be having a phone call with a developer today if I get a chance, and I will be sitting in developer meetings coming up. Once I have more information on a roadmap to share, I’ll be glad to provide updates. Our developers are also beginning to share their bug reports roadmaps with me as well so I can see where we are on various fixes, etc.

[NEDZERO]

Wow!

 

Super Thanks Nathan !

 

We all appreciate the info.  Especially that the developers are looking at it!

[Dr. Nathan Parker]

 

On 1/13/2023 at 11:10 AM, Kristin said:

I would suspect that it the email said, "p.s. - v.14 comes with a risk of it wiping your entire library among other issues," no one would download it.

 

By the way, I wanted to clarify that the library bug in Mobile has nothing to do with Accordance 14. This is a mobile-only bug that pre-dates Accordance 14. It was a little difficult to duplicate for a while, but how one could duplicate it finally happened (I managed to tell Support exactly what I did to cause it), so now our developers know where to pinpoint resolving this bug. So v14 itself won’t wipe out your entire library on mobile.

[Michael J. Bolesta]

13 hours ago, Nathan Parker said:

 

 

By the way, I wanted to clarify that the library bug in Mobile has nothing to do with Accordance 14. This is a mobile-only bug that pre-dates Accordance 14. It was a little difficult to duplicate for a while, but how one could duplicate it finally happened (I managed to tell Support exactly what I did to cause it), so now our developers know where to pinpoint resolving this bug. So v14 itself won’t wipe out your entire library on mobile.

 

I pray you correctly found the bug, that it is solitary in nature, and that the iOS programmers can release a fix very soon.