I’ve just moved from BT broadband to sky broadband (uk based). Since the move the app will not load properly. It does the Musopia screen and the percent complete gets to 50% then it slows right down. I get get an error message and a code to email support. The app will finish loading after another minute or so. Video lessons play with little or no problem. The songs thoug, the initial screen is quick to load but when I press play it’s a wheel of death. Sometimes the song will play after 20 seconds or so, sometimes it simply errors.
Any ideas on broadband settings etc.
I have emailed support but have nothing back yet…
It looks like the new release (3.17.2) on 4th January has improved things. The app still takes time to load and I get an ‘slow load’ message but the songs now play immediately so it’s workable at the moment.
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Update - that was too good to be true. I suspect it’s something to do with fire base analytics. I see BT have had problems not allowing traffic to that site and the app uses Firebase to capture analysis data
Continuing the discussion from Sky broadband and the app:
I have this issue too. I never had this issue until recently when several things happened - BT to Sky, the app updated and iOS updated. I too got nowhere with Musopia. I am on iOS 18.2.1 presently and it is still an issue. I’m not technically expert enough to delve into Sky routers etc., I just want a simple solution. At the moment the App is pretty useless and my subscription ticks on. ….
Hi Everyone,
We are currently in communication with Sky regarding this issue as we have had multiple reports that it is limiting access to the app.
We will report back here once we have an answer from them and we apologise for any inconvenience caused by this.
In the meantime, please try to use a separate internet connection or mobile data to access the app.
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I am having the same issue, contacted @MusDev last week but still no fix. The app loads to 50% then hangs. I have tried reinstalling the app, switched off router etc but no help. I do have Sky broadband but have the same issue when using 4g mobile data on my phone (not Sky mobile) so that would seem to exclude Sky being the problem. Am using an iPad or iPhone so is this an Apple issue?
As the app is unusable I am considering cancelling and asking for a refund via Apple. But am loath to do this as was using the app daily.
Please fix this Musopia!
Thanks
Richard
I was just about to ask for an update on this as it is still an issue for me. My renewal is coming up at the beginning of March and I am hoping it would be sorted by then.
I wonder if anyone from JG could give Musopia a nudge on this?
Perhaps Fanny @FannyJustinGuitar could help or knows someone who could?
Not getting much response from @MusopiaApps, it’s over a month since this issue was first raised with them
I want to get back to Justin’s strumming course on the app, I’m stranded half way through!
Thanks
Richard
I’ve been on the phone to sky today. No improvement following these change -
Disable sky shield (I have it set to 18+ normally)
Change Wi-Fi security from wpa-3t to wpa3 then wpa2.
I did give the name of the app and Musopia as the developer. There were no notes on the system regarding the app.
The lady I spoke to says she will escalate. Trouble is my renewal is 22 feb so not much time. At the moment the app will load eventually (2 minutes) and then may or may not play the songs from the app.
Update
I have been in email chat with @MusopiaApps today
They deleted my JG app account and set up a new account, which didn’t help!
However I can download the app to my phone, if I switch off WiFi and just use mobile data. I also found if I switch off Wi Fi on my IPad and tether it to my phone…… the app downloads. So a bit of a work around, although my mobile signal at home is not great.
So it does look like a compatiblity issue between Musopia and Sky
Let’s hope it can be fixed soon
Richard
PS just tried again via mobile, app loads but songs don’t so not a useful workaround
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I’m finding a similar “work around” works for me. So, it looks like the sky hub WiFi is slowing the app/song loading. I found something online suggesting changing DNS setting speeded some other apps, but this did not work for me. But It’s beyond my tech skills, so I left my iPad on automatic.
Maybe Musopia should be giving us a refund until they can get this sorted with sky. I wish I had stayed with BT, I had none of these frustrations with them.
Hi @Richtrfc,
Sorry for the trouble! I’m glad to hear you’re in contact with Musopia, and they’re working on a solution. If there’s anything else I can do to help in the meantime, just let me know!
Best,
Fanny
Thanks @FannyJustinGuitar
Unfortunately just heard from @MusopiaApps and they are having difficulty getting help from Sky.
They have suggested getting a refund on the app, and will let me know if they are able to resolve it.
Richard
I too have had the email from Musopia. I wonder if I cancel and then renew once it’s fixed will I get the same price I’m paying now?
Also part of keeping going with the app is supporting Justin and the lessons he provides…
I’ve also email Sky giving them 31 days to fix it or I’m off. Sadly I’m only 6 weeks into the contact so 2 weeks over the cooling off period. I’d assumed it was a setting that could be changed quite quickly so didn’t think about cancelling Sky until now.
I know it’s not Justin’s fault, but this does not look good. It needs sky and musopia techs to talk and resolve asap. Keep us updated with any progress. I gave up with musopia and sky help both just have a blame culture. It used to work until I moved to sky, nothing changed here, just a new router. I just want to play guitar!
I have just signed up for a 30 day trial of Norton 360 vpn and have set my location to outside the uk and the app loads exactly as expected, within a couple of seconds and the songs start instantly.
Update - I have just created a vpn and set the location to the UK (I am UK based) and the app and song playback perform perfectly. It is very clear to me that the problem exists entirely with sky. However, imho, it won’t be fixed unless sky and Musopia work together on this.
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You clearly contradict yourself here when you say it used to work, you moved to Sky, nothing changed here etc… everything changed at your end. It’s rough suggesting that Musopia just have a blame culture when the problems are clearly related to Sky given that the app has many happy non-Sky users (including yourself previously). I get that it’s frustrating but randomly flinging blame around won’t solve anything
Setting vpn to uk in Norton did the trick (I’m in uk too). My JG app is working again. Thanks for the tip.
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Hi everyone,
We are very sorry that the app has not been able to load using Sky lately, we are still working to find a cause for this but we have a theory that changing your DNS server may alleviate the issue based on VPN working.
Please follow the below advice for changing DNS settings for Android and iOS and let us know if this resolves the issue.
Change your DNS servers on Android
You can manually configure the DNS servers in your Android settings. Here’s how:
Open Settings on the device.
Select Wi-Fi.
Long press your Current network, then select Modify network.
Change IP settings to Static.
In the DNS 1 and DNS 2 fields that appeared, enter the following:
DNS 1: 8.8.8.8
DNS 2: 8.8.4.4
Press Save, disconnect from the network, and reconnect for the changes to take effect.
Change your DNS servers on iOS
You can manually configure the DNS servers in your iOS settings. Here is how:
Open Settings;
Tap on Wi-Fi. If it’s switched off, turn it on;
Pick a Wi-Fi network and tap on the blue i icon;
Tap Configure DNS and select Manual;
Tap Add Server and add these DNS addresses:
8.8.8.8
8.8.4.4
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