Scripts not working
System Information
SoundFlow 4.1.6
OS: darwin 18.7.0
ProductName: Mac OS X
ProductVersion: 10.14.6
BuildVersion: 18G6032
Steps to Reproduce
- Logged out of Soundlfow and back in
- Downloaded and installed latest version
- Opened my surface within Soundflow to see error code "Command Not Found"
- Tried running commands directly from editor with same result
- Finally tried running built in SF scripts and got the error that my subscritption doesn't include that feature. But according to my account my scubscription is active.
Expected Result
I would expect that the commands would work
Actual Result
Non of the commands work
Workaround
None
Other Notes
It seems like I am connected. I can see all of my surfaces on my iPad Pro but nothing works no matter how I trigger them. I haven't changed or moved any of my commands.either. Maybe it's all a subscription issue?
Links
User UID: zKHqsFBzB6Z3NpqbWl246vISir72
Feedback Key: sffeedback:zKHqsFBzB6Z3NpqbWl246vISir72:-MKkdFd0nJ0xYLk9fN8V
Christian Scheuer @chrscheuer2020-10-28 20:07:26.586ZHi Joe,
Thank you so much for reporting this.
You're quite right, there appears to be some sort of subscription issue. Everything looks fine on the server but the app appears to not correctly receive your user's credentials for some reason. Investigating.
Christian Scheuer @chrscheuer2020-10-28 20:09:02.363ZCan I get you to try to log in with a different email/password and start a trial - then test if you can do normal things with that new user?
This could help us narrow down the issue as to whether it has something to do with your account or with your connection.
- JIn reply toJoe_Pileggi⬆:Joe Pileggi @Joe_Pileggi
Ok, so I created the new "test" account and I have basically the same results. Oddly, some commands work but most don't. For instance, "open insert 1 on selected track" works but if I try to "open insert 2..." The Pro Tools shortcuts takes precedent. Also, I have the log open and I can see that the commands that don't work don't even trigger an error. Since we started this process on my main account, I am going to email you the latest log from my "test" account.
Joe- Christian Scheuer @chrscheuer2020-10-28 22:39:22.393Z
Thanks, Joe. What's the email you used for the test account?
- JJoe Pileggi @Joe_Pileggi
- Christian Scheuer @chrscheuer2020-10-29 00:11:53.925Z
Thank you, Joe. Can I get you to run a new Help/Issue from this new account after having tried to run a few scripts and see them fail?
- Christian Scheuer @chrscheuer2020-10-29 00:17:45.108Z
What I'm trying to look for is to see if there's something wrong with both accounts, then we can rule out the account and start looking for things that are wrong on that specific computer or on that specific internet connection.
Have you recently worked with a VPN or otherwise changed any Internet settings?
- JIn reply toJoe_Pileggi⬆:Joe Pileggi @Joe_Pileggi
Sending the Help/Issue from test account now. No changes to my internet and no VPN. When I first woke my computer this morning I had left a surface up on the screen and there was an error about the backend. So I just restarted Soundflow and I did notice that it took a really long time to log in and also log in to my account. But nothing has changed since last night and overall my internet speeds seem consistent with my usual service.
- Christian Scheuer @chrscheuer2020-10-29 12:22:49.276Z
Hi Joe,
Thank you so much for your patience in trying to figure this out. I am deeply sorry that this issue seems to persist for several days now.
Let me give you some more background on my experience with these kinds of issues.
We have had some reports in the past with a few (in total about 3) people having connection issues that manifested in slow download times or otherwise failures of the app to work. In both/all of those instances it came down to either a) the ISP having added a new security system / firewall that had incorrectly flagged Google's global servers as malware (!), or b) temporary downtime or instability in the ISP's connection to Google's backbone or the local connection causing dropouts, or c) a VPN connection causing the routing to not work reliably.
SoundFlow uses a special type of long-polling HTTPS connection to the Google servers which makes the real-time connection work. This means that it's more fragile than regular browsing, since sudden disconnects (for example if on a spotty WiFi) can cause it to fail. A browser just ignores these fails and tries again - SoundFlow also has retrying logic, but for some reason it seems like on certain connections this logic fails.
This hasn't been a large scale issue so far, as mentioned less than a handful of people have ever seen this occur - but it does mean it's a bit hard to track.We are currently working hard on a new connection scheme that may improve this situation going forward.
For now, I'll do my best to try to investigate your logs and see if we can come up with some sort of workaround.
- Christian Scheuer @chrscheuer2020-10-29 13:20:04.685Z
I might also be able to send you a prerelease version of our new builds that use a different connection method, to hopefully help with a workaround.
- In reply tochrscheuer⬆:JJoe Pileggi @Joe_Pileggi
Hi Christian,
Sorry I couldn't respond earlier...had a crazy day. I appreciate you taking the time to deep dive in to this issue and by the way this might be a really good marketing approach to those on the fence about subscribing...haha. It's like the adage "you don't know what you have till it's gone." Not that I wasn't a fan but losing SoundFlow for a couple days has just reinforced how much I use the shortcuts and scripts in my workflow...needless to say I won't be canceling my subscription any time soon!
So, with that said, after reading your explanation about how SoundFlow connects and despite the fact that I haven't had any internet issue I decided to power cycle my router to see if anything changed. And sure enough SoundFlow is connecting again. It still takes a really long to time to load the Forum through the app. but besides that it seems as if my commands are firing without errors. Let me know if you need me to send additional logs.
- Christian Scheuer @chrscheuer2020-10-30 13:00:55.928Z
Wow!!! That's extremely good news :) I'm so happy to hear that. And thank you for all the kind words as well.
Interesting with the forum still being slow. Does it work faster if you access it through a browser?