24/7 Tech Support

I received an urgent email from a user today that had a slight problem with a registration code. I responded within a couple of hours (today is Saturday) saying that I tested the code and it works fine (I actually did test the code and saw that it worked) and said please try again and if you have problems, please send a screenshot so I can verify the code. The response I got back was "I am very disappointed with your response." Wow, it is those kind of users that make me want to quit writing and selling software. I generally get back to users within a few hours, 7 days a week; yes, I work a lot and some people appreciate that. Some support tickets take a bit of going back and forth and I'll work to solve problems as much as it takes. However, getting responses like this make me want to just pack it in.

I generally expect an answer within a few days to any email I sent. (I have, however, been waiting 2 months for a response from IRIS about returning my crappy scanner, but that's another store and I should just send them a certified letter and demand my money back as the product was falsely represented.) On weekends, I don't expect any response as normal companies don't have people working on weekends.

Oh, and ReceiptWallet 2.0 resets the 3 week demo period, so even if I didn't get back quickly, all users would still have time to use the app before the demo expired.

Uggh.

Background Apps and the iPhone SDK

Yesterday I wrote that I didn't think background applications were a good idea on the iPhone and I've seen some other posts that support my position; anything that makes the phone less stable is bad. A good friend of mine pointed out why a background app would be good, but also reminded me of how this was handled on the Palm OS. Notifications were posted. So an application would register for a notification or set an alarm for a specific time and then would handle that. While I'm not saying the Palm OS was perfect (if you ever wrote Palm OS software, you remember that notifications and alarm callbacks had to reside in the first 16K (or was it 64K) of the application thereby causing you to use jumps to get stuff to work. If you don't have a clue what I'm talking about, feel lucky.

The iPhone could do something similar (maybe it already does, but I don't know and even if I did, I couldn't say publicly until June). I'm sure that the iPhone SDK will mature as time goes on, but I hope that developers remember that the iPhone is a phone and music player first, and an application player second (or third or fourth). If anything takes away from its main purpose, it will hurt the platform.

When my code bites me on the you know what

I released ReceiptWallet 2.0 on Tuesday and the reception has been pretty good. Unfortunately, as with any major upgrade, there are bound to be issues. I've been handling the support issues on a case by case basis, and I've been scratching my head trying to figure out what could have caused the issues. This afternoon I received a phone call from my uncle who just upgraded and now his data was empty. The good thing about the upgrade is the chances of destroying the data are slim; ReceiptWallet, in most cases, can't find it. Having visited my uncle back in November and knowing how his system was setup, it made getting him up and running much easier. Then, this evening, it dawned on me the problem, so I tested my theory. In ReceiptWallet and DocumentWallet, I had a preference that let users move the ReceiptWallet or DocumentWallet data folder as people wanted to put it in Documents or on another hard drive. So I moved my data in ReceiptWallet 1.5.2, upgraded to ReceiptWallet 2.0 and saw that ReceiptWallet didn't find my data. Hmmm...at least I could reproduce it.

I started poking at my code and within a few minutes, saw this:

		[[NSUserDefaults standardUserDefaults] objectForKey:kOldDataLocation];

That's the whole line. Anyone who knows Cocoa programming knows that this does nothing. The line was supposed to be:

		dataLocation = [[NSUserDefaults standardUserDefaults] objectForKey:kOldDataLocation];

I somehow left off the assignment to the variable.

OK, simple fix. However, this doesn't really help the people that have already upgraded and our stuck. In addition, I'm not quite ready to put out a 2.0.1 version. So, I added a menu option that says "Open Prior Version Data" which does the magic to open the data file and actually executes the problem line of code from above.

So, I've posted the new version as a beta, put a Knowledge Base article about it and put a ReceiptWallet News item about it. I'm hoping that I can simply point people to the beta version and their problems will disappear.

I'll probably sleep well tonight having found the answer to one of this week's greatest mysteries.

Writing handheld applications using the iPhone SDK

In the past week since the iPhone SDK event, there has been a lot of discussion about the limitations of the iPhone SDK. I think that the "limitations" are coming from people and developers that have kind of missed the point. The main concern with a cell phone/handheld device is stability, at least that is my take on it. Way back in 1997 when I started working on the Qualcomm pDQ phone (the first Palm OS based smartphone), my main concern was that the phone could not crash as it was a consumer electronics device. (Imagine your TV crashing because you tried to watch an episode of Lost that had some magic encoding in it.) Maybe I was a little before my time, maybe not. The biggest problem with the Palm OS (up until just a few years ago) is that it didn't have flash based storage, so if the battery died, you'd lose everything. So not only could the phone crash, but sometimes in order to reset the device you had to pull the battery causing you to lose all your data.

I've just started to watch the iPhone SDK videos and will start taking a look at the SDK in the near future (I'm kind of working on 3.5 half time projects which leaves virtually no time to think or write this blog :-)).

One Mac developer has posted a list of its feature requests for the iPhone SDK. These requests are coming for a Mac developer and NOT a handheld developer or average consumer. As someone that has written handheld applications for the last 13+ years, I know that desktop development is completely different from handheld development. While the tools may be the same and it may use the same language, there are tons of differences. The primary concerns with handheld apps are stability and ease of use with limited screen real estate and input mechanisms. I hope that Apple ignores most of the requests from developers to give root access on the iPhone, allow access to the entire filesystem, and the ability to run background apps, just to name a few. These items will (not can) cause instability in the phone and provide a poor user experience that will reflect poorly on Apple. Furthermore, one app touching the entire phone could cause other applications to have problems and then people would come running to me (kind of like they do on the desktop, but more so).

Maybe I'm just jaded, but I want a stable, well functioning iPhone with good applications. I don't want a bunch of hackers or desktop developers writing crap for the iPhone. I guess we'll just have to wait and see how the market shakes out.

(I double checked this post and all the information above comes from public sources; I highly respect the agreements I sign, either physically or virtually, and I hope that others do the same.)