We have successfully investigated and resolved a loading issue that was affecting students using iPads with the latest iOS and iPadOS update (18.4) installed.
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Description: Students using 7th, 8th, 9th, and to a lesser degree 10th generation iPads that installed the latest iPadOS 18.4 update started to experience a loading issues on all programs: My Math Academy, My Reading Academy, and My Reading Academy Español. When students tapped the play button for certain activities, the activities didn’t respond as they should and then crashed, showing this error message: "A problem repeatedly occurred on 'https://www.myreadingacademy.com/web/mra/#/activity'" (the URL displayed is different for each program). Some activities experienced near 100% crash rates on iPad 7th, 8th, and 9th generation devices, with a small percentage of crashing observed on the iPad 10.
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Issue status: Fixed.
After extensive communications with Apple, our developers deployed new builds for both My Reading Academy (MRA) and My Math Academy (MMA) to address the crashing issues introduced with the recent Apple iOS 18.4 update. Our latest build for MRA has been able to drastically reduce crash rates on all devices. We have seen a 60%-70% reduction on the iPad 7, a 70% - 80% reduction on iPads 8 and 9, and a 95% to 100% reduction on the iPad 10. On the MMA side, the new build has decreased crash rates by over 80% on affected iPad models.
Some students may observe activities pausing or refreshing briefly when they are first accessed, but there is nothing they need to do to help the activity to load.
In the rare case a temporary crash does occur and an error screen appears, users can simply click their browser's refresh button to reload the page access the activity.These temporary loading issues and crashes will not block gameplay.
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Recommendations:
- Students who see an activity pause, hesitate, or "double-load" when getting started should just give the program a few extra seconds to fully load.
- If an activity crash does occur and an error screen appears, students can simply refresh their browser to load the activity again. This will allow the students to move forward and the their progress will not be affected by these temporary loading issues.
If you are encountering similar problems or have more insights, please don’t hesitate to reach out to us. Your feedback is vital for our ongoing efforts to enhance our programs, ensuring a seamless and enjoyable learning experience for all users.