Recent Sofortbild download problems

Posted by Florian On October 5, 2015 Filed under General 3 Comments

A number of users have contacted us regarding problems downloading Sofortbild from the Mac App Store.

Unfortunately there’s nothing we can do. Apple hosts the Mac App Store and all app downloads. We’ve seen issues come and go with Sofortbild and other apps through the last few days, but by now most downloads seem to be working again, including Sofortbild.

If you experience problems, please retry downloading on the following day. If problems persist, please contact Apple support.

Sorry for the inconvenience!

3 Comments for “Recent Sofortbild download problems”

David Trayner

says:

I have not been able to download Sofortbild from the App store – despite many attempts. I have included the e-mail thread with Apple below in case it is of any use to you..

(latest – sent to Apple this morning 13 Oct 2015):
I have had to find another solution- more expensive and not quite what I wanted but I couldn’t wait any longer so I will not be attempting to download Sofortbild again in the foreseeable future.
I have advised the app developers of my problems – it would appear that others have had the same problem, so you should probably continue to investigate the problem – even though I have moved on.
Best regards

David Trayner

On 13 Oct 2015, at 01:03, macappstore_english_us_support@apple.com wrote:

Thanks for choosing Apple.
Hi David,

I can see that you have been advised to contact our Technical Support Team. After further consultation with our Senior Advisors, it’s been determined that this is the best course of action to continue resolving the issue.

Please contact our technical support team online. You can provide more details about your issue and they’ll help you get connected to phone, chat, or in-person support:

https://getsupport.apple.com

If you prefer to call directly, see this page to find the right number for your location:

https://support.apple.com/en-us/HT201232

You can find troubleshooting tips, how-to articles, and moderated discussion forums on our support website:

http://www.apple.com/support

These resources are free of charge and available 24 hours a day, 7 days a week.

Thank you, once again, for contacting us here at iTunes Store support.

Sincerely,

Joan
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

————————

On Oct 9, 2015, at 15:29 David Trayner wrote:

Dear Joan
Thanks for your further advice.
I attempted what you suggested, unfortunately without success, here is what happened:

1. Cancel download

I held the option key down while clicking on the application, nothing happens unless I click on the “install” button.

Option key down, I click on the “install” button Th Appstore tries to download After a few seconds the button changes VERY BRIEFLY to “cancel”. The error message comes up as before and the button quickly changes to a greyed-out “pause” I have not been able to click the cancel button because it only appear for a flash

2. Launchpad

Initially, Sofortbild had disappeared from the Launchpad. It briefly re-appeared (0MB, waiting…) during my above attempts and I was able to delete it as you suggested.

3. Check for unfinished downloads

I checked for unfinished download in the App store, it returned the message that there were none (see attached screen grab)

Hope you can help!

Best regards

David

On 9 Oct 2015, at 00:23,
macappstore_english_us_support@apple.com
wrote:
Thanks for choosing Apple.
Hi David,

Thanks for your update and for providing the images. I am sorry to hear that the steps I gave you did not work.

Try to see if you can download it this way using the Mac originally used for the purchase:

1. Cancel the download.

In App Store, in the toolbar, click Purchases, find the app in the list, hold down the Option key, and then click Cancel.

In Launchpad, hold down the app icon until all the icons start to jiggle, and then click the app’s delete button (x).

2. Go back to the Purchased list and see if you can download it again.

3. If that does not work, try going again to Store > Check for Unfinished Downloads.

If a download is interrupted because you lose your Internet connection or quit App Store, App Store starts the download again when the Internet connection is restored or the next time you open App Store.

If these still do not work, let me know so I can find other options for you. I look forward to your response.

Sincerely,

Joan

iTunes Store Customer Support

http://www.apple.com/support/itunes/ww/

————————

On Oct 8, 2015, at 16:59 David Trayner wrote:

Dear Joan,
Thank you for your reply.

I have tried following the steps you propose but unfortunately with no joy.

– I first just went to the App store and tried downloading

– I then signed out of the store and then back in and tried again – still no success.

I have attached two screenshots, one showing the App store error message the other shows Launchpad at the same time.

Note that the download has not started – it hasn’t partially downloaded and I haven’t downloaded it before.

I repeated this exercise on a different Mac running system 10.10 (this Mac is running 10.11) with the same negative result.

I noticed that after signing out then back in after selecting “check for unfinished downloads” I got a message that said that there were no unfinished downloads.

I hope you can resolve this.

Best

David

On 8 Oct 2015, at 06:54, macappstore_english_us_support@apple.com wrote:
Thanks for choosing Apple.
Hi David,

Thanks for contacting us. This is Joan, your iTunes Store Advisor.

I understand that you’re unable to download the app that you recently purchased. I know how important it is for this to be addressed as I also would not want to get billed for an item I can’s use. I will be glad to find the best resolution to the issue you reported.

I’ve removed the app from your download queue and added a fresh copy back to your account so try downloading “Sofortbil” again.

Before you do this, make sure you are using the Mac that was used to purchase the app and that you have a strong and stable Internet connection on it. If necessary, please reset your modem or router. Then, refresh your Mac App Store account by signing out and signing back in to it.

Follow these steps to initiate the download:

1. Open the Mac App Store.

2. Choose Store > Check for Unfinished Downloads.

3. If prompted, enter your password.

The item should begin downloading. If you receive an error message while downloading, try again after turning off any firewall or web-accelerator software that you might have installed. If the download process is interrupted for any reason, it should resume after you’ve reopened the Mac App Store.

See this page for more information on downloading Mac apps: https://support.apple.com/kb/PH11493 In most cases, the above steps should resolve the issue. If you still can’t download the item, reply to this email with a screenshot of any error messages that you’ve gotten as well as any information that might be helpful so that I can investigate your case further.

Thanks,

Joan

iTunes Store Customer Support http://www.apple.com/support/itunes/ww/ ————————

On Oct 7, 2015, at 15:09 David Trayner wrote:
Product Mac App Store Support Category Purchases, Billing & Redemption Support Topic Application “Sofortbild” will not download from the app store. I get the message “Sofortbild failed to download” i tried many times, no joy. Additional Details Apple ID (Optional)
Which operating system is installed? Mac OS X Yosemite v10.10
App name: David Trayner
Choose the Mac App Store for your country: United Kingdom Additional Comments I’m running OS 10.11. I’ve tried the download on two computers (the other runs 10.10) The developer website has a message that this is a recurring problem and users should contact apple support.

Florian

says:

Just to make sure we’re on the same page:

This is a problem caused by the Apple Mac App Store delivery system. It is far outside the scope of us as developers of Sofortbild. From the moment we submit a single binary to Apple, we have no control over what Apple will deliver to end customers and how they will do this.

While we are very sorry to hear that some customers have problems donwloading, there’s absolutely nothing we can do to improve the situation.

In fact, it’s best if you, the customers of the store contact Apple and ask for a solution, as they tend to rather listen to their paying customers.

Greetings,

Florian

JF

says:

Florian just FYI: the app downloads OK from the App Store,
only it’s still 1.3, not the Sofortbild 1.4 Beta 2 for D610 which I need.
Any chance of making it available please?

3 Comments for “Recent Sofortbild download problems”

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