[Update 30 January 2017 3:00 PM GMT]

The issue should be resolved now. Thank you for bearing with us!

 

[Update 30 January 2017]

 

We are aware of a problem with our app The Easy Way to Stop Smoking [Interactive Edition] being unable to connect to the server. Our developers are working on it and we hope to have the issue resolved soon.

Please send us a message on support@easywaypublishing.zendesk.com and we will do our best to provide you with alternative material while we work on a fix.

Thank you for your patience!

 

Frequently Asked Questions (F.A.Q.)

1. The Easy Way to Stop Smoking [Interactive Edition]

 

9781784281083.jpg

No Sound

 

Are you experiencing a ‘No Sound’ issue on your device?

We hope the information below will help. Please note that this problem is not caused by a fault in the apps; it is most likely related to the various ways in which some apps can be ‘accidentally’ muted while Youtube videos, music and other media still play ok.

Games and educational apps (including ours) are affected by this and the ‘no sound on ipad/iphone’ issue has been widely reported on the internet:

http://ipadhelp.com/ipad-help-tips-tricks/no-sound-on-ipad-games-apps-fix-problem/

https://support.apple.com/en-gb/HT204171

http://iphonenosound.com/

The good news is that there are several easy things you can do to try and fix the issue:

1. Starting with the simplest step, please check that the iPhone/iPad isn’t muted.

Check the small side switch. If there is a reddish-orange mark visible, the device is muted. Unmute if necessary and turn the sound all the way up.

2. Orientation lock/Mute

Some iPad models have a side switch on the upper right side of the device, above the volume buttons. This switch can either lock the display orientations or mute certain sounds, including some apps (including ours). Check the control centre by sliding up from the bottom of the screen you may see an icon for a bell that may have a line through it. Tap this un-mute and then try the app again. Additional info from Apple here: https://support.apple.com/en-gb/HT204171

3. Reboot the device. Just like re-starting a computer often fixes problems, re-starting your device sometimes works wonders

  • Press and hold the Sleep/Wake button until the red slider appears.
  • Drag the slider to turn your device completely off.
  • After the device turns off, press and hold the Sleep/Wake button again until you see the Apple logo.

4. Update to the latest iOS operating system.

Check out these YouTube videos for additional tips and handy demonstrations on tried and tested solutions.

https://www.youtube.com/watch?v=aSECTAZux_Y

https://www.youtube.com/watch?v=ULkUmya59s8

 

Videos stop and start

We’re streaming the video clips from a reputable Content Delivery Network (CDN) with servers all around the world, so in theory (!) the delivery should be seamless.

However, sometimes mobile connections can drop to speeds that cause buffering and dropouts, so we recommend using Wifi when using the app.

We have also recently optimised the video file sizes, so hopefully you will have a better streaming experience. If you are having problems, please get in touch! support@easywaypublishing.zendesk.com

I can only access the first video, nothing else!

To access the videos all you have to do is keep watching the clips in sequence, by clicking the right arrow at the end of a clip (please see screen shot below). That way you progress through the programme and you should be able to access every video.

IMG_3317

The Easyway programme is designed in a step-by-step way that doesn’t let you jump ahead to clips in ‘future’ chapters; we are aware that this is causing confusion and is making users think that the videos aren’t available. We’re sorry about this confusion – we are currently working on an improved navigational structure and we will release this as soon as we can!

I've paid for the full app, but nothing has changed! I can't access the videos.

After you have paid all the videos should be available to you. All you have to do is keep watching the clips in sequence, by clicking the right arrow at the end of a clip (please see screen shot below). That way you progress through the programme and you should be able to access every video.

IMG_3317

The Easyway programme is designed in a step-by-step way that doesn’t let you jump ahead to clips in ‘future’ chapters; we are aware that this is causing confusion and is making users think that the videos aren’t available. We’re sorry about this confusion – we are currently working on an improved navigational structure and we will release this as soon as we can!

2. The Easy Way to Stop Smoking [Video Edition]

 

9781784280246.jpg

No Sound

Are you experiencing a ‘No Sound’ issue on your device?

We hope the information below will help. Please note that this problem is not caused by a fault in the apps; it is most likely related to the various ways in which some apps can be ‘accidentally’ muted while Youtube videos, music and other media still play ok.

Games and educational apps (including ours) are affected by this and the ‘no sound on ipad/iphone’ issue has been widely reported on the internet:

No Sound on iPad & iPhone Games & Apps: How to fix the problem

https://support.apple.com/en-gb/HT204171

http://iphonenosound.com/

The good news is that there are several easy things you can do to try and fix the issue:

1. Starting with the simplest step, please check that the iPhone/iPad isn’t muted.

Check the small side switch. If there is a reddish-orange mark visible, the device is muted. Unmute if necessary and turn the sound all the way up.

2. Orientation lock/Mute

Some iPad models have a side switch on the upper right side of the device, above the volume buttons. This switch can either lock the display orientations or mute certain sounds, including some apps (including ours). Check the control centre by sliding up from the bottom of the screen you may see an icon for a bell that may have a line through it. Tap this un-mute and then try the app again. Additional info from Apple here: https://support.apple.com/en-gb/HT204171

3. Reboot the device. Just like re-starting a computer often fixes problems, re-starting your device sometimes works wonders

  • Press and hold the Sleep/Wake button until the red slider appears.
    Drag the slider to turn your device completely off.
    After the device turns off, press and hold the Sleep/Wake button again until you see the Apple logo.

4. Update to the latest iOS operating system.

Check out these YouTube videos for additional tips and handy demonstrations on tried and tested solutions.