A user is unable to download content in app

Question

Created Apr ’24

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I have an app with IAP which uses a URLSession object to download files from a server. The download part of the code is:

let request = URLRequest(url: fromURL, cachePolicy: .reloadIgnoringLocalCacheData, timeoutInterval: timeoutInterval)
		let (data, response) = try await downloadSession.data(for: request)

This code has been working without trouble for over a year with thousands of downloads.

Now I have a user with a new iPhone (iOS 17.3.1) which refuses to download, failing at the above code (judging by the high level logs).

My question is this: What sort of things should we be looking at in order to diagnose this issue?

So far we have done the following:

He has no general download issue (eg Safari works fine)
His network access is 'normal' and the problem persists when the network is changed (4G, wifi etc)
He runs a VPN (Nord) but the problem persists when this is off
He has no 3rd party AV software
His phone is not in lockdown mode

Any pointers would be appreciated! NB I have no physical access to his device (yet!)

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Answer 1

DTS Engineer OP

Apple

Apr ’24

There’s not enough info to provide any insight here. We don’t, for example, know whether it’s a networking problem reading the data or a file system problem writing it.

If you can get a sysdiagnose log from the user, that should give you some insight. It’s best if you combine that log with extra system log points in your app. I explain this idea in Using a Sysdiagnose Log to Debug a Hard-to-Reproduce Problem.

Share and Enjoy
—
Quinn “The Eskimo!” @ Developer Technical Support @ Apple
let myEmail = "eskimo" + "1" + "@" + "apple.com"

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Answer 2

Baylward OP

Apr ’24

Thank you Quinn, that's a helpful way forward

Bill

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