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General Troubleshooting

Overriding your device’s sleep setting

In the settings panel you’ll find a forScore-specific option called “Auto-lock”. If enabled, forScore will allow your device’s screen to dim then sleep if it’s set up to do so. If you disable this option, forScore will override the device’s settings and prevent it from going to sleep as long as forScore is visible on the screen.

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Half-page turns

When your device is in portrait orientation, half-page turns allow you to see the top half of the next page while finishing up the bottom half of the current page. This feature can be enabled by tapping on the circled “1/2” button in the main control bar. Tap it once to enable half-page turns (it will turn blue) and tap it again to disable them (it will turn gray).

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Virtual keyboard won’t appear

iOS disables the virtual on-screen keyboard whenever most page turners are connected, because many page turners use a “keyboard” device profile. Disconnecting your device will allow the virtual keyboard to reappear when it is needed, and the devices listed below include an additional hardware workaround that can allow you to use the device and the virtual keyboard at the same time:

AirTurn BT-105 (firmware v1.22 or later) or BT-106

After connecting your device via the Bluetooth section of the Settings app, open forScore and tap to activate the text field you’d like to type in. Then, press the red power button. Once that’s done, you should be able to use the virtual keyboard and still turn pages normally. Be aware that pressing the virtual keyboard’s “hide” button in the lower right-hand corner will undo this workaround, and you’ll need to repeat these steps to continue to use the virtual keyboard. For a video demonstration of this feature, visit AirTurn’s website.

AirTurn PED (if used in mode 2 or higher)

After connecting your device via the Bluetooth section of the Settings app, open forScore and tap to activate the text field you’d like to type in. Then, press the keyboard button on the PED device. Once that’s done, you should be able to use the virtual keyboard and still turn pages normally. Be aware that pressing the virtual keyboard’s “hide” button in the lower right-hand corner will undo this workaround, and you’ll need to repeat these steps to continue to use the virtual keyboard. If possible, use the AirTurn PED in mode 1 to connect via Bluetooth Smart and avoid this issue entirely.

PageFlip Firefly, Butterfly, Dragonfly, and Cicada revision 4 or later

After connecting your device via the Bluetooth section of the Settings app, open forScore and tap to activate the text field you’d like to type in. Then, press the currently selected mode button (the button with the blinking red light below or next to it). Once that’s done, you should be able to use the virtual keyboard and still turn pages normally. Be aware that pressing the virtual keyboard’s “hide” button in the lower right-hand corner will undo this workaround, and you’ll need to repeat these steps to continue to use the virtual keyboard. Note: Earlier revisions of the PageFlip Cicada do not have any way to toggle the virtual keyboard. If you have an early model of the Cicada, consider updating to a newer PageFlip model.

IKMultimedia iRig BlueTurn

After connecting your device via the Bluetooth section of the Settings app, open forScore and tap to activate the text field you’d like to type in. Press and hold the left (“up” arrow) pad for three seconds to activate the virtual keyboard. Once that’s done, you should be able to use the virtual keyboard and still turn pages normally until you repeat these steps or power cycle your BlueTurn.

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Which version do I have?

We update forScore a lot—in fact, there have been over a hundred updates since we launched in 2010. If you’re not sure which version you’re working with, choose “Support” from the tools menu (that’s the toolbox icon that’s farthest to the right in the main control bar). The version number should be there, just below the forScore logo.

If you need to update, just open the App Store app on your device and select the tab called “updates” along the bottom of the screen (don’t see it listed there?). Remember, updates are free for life so as long as you’re signed in with the same account you originally used to purchase forScore, you won’t be charged a second time.

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Why is forScore crashing on launch?

iOS Compatibility Issues

Currently, the most common issue with crashing on launch is due to incompatibility between some older versions of forScore and iOS 10.3. We resolved these compatibility issues with forScore 10.1.8, but if you do not have the current version of the app installed, the app will crash on launch. Please follow these steps to troubleshoot the issue and install the latest version of forScore:

Determine which version of forScore you have installed

  • Open the Settings app and Choose General > Storage & iCloud Usage
  • Tap “Manage Storage” under the Storage section
  • Locate forScore in the list and tap to select it, then make note of the version number you have installed. If the version installed is forScore 10.1.8 or newer, please contact us using the form above to troubleshoot further. If you do not have the current version installed (listed in the upper left corner of this page), please continue to the next section.

Check for updates in the App Store

  • Open the App Store app on your iPad
  • Tap the Updates tab
  • Look for an update to forScore in the list and tap the Install button if one appears
  • Some users have reported that the App Store is not accurately showing available app updates. If no new version is listed (or you see an Open button instead of an Install button), proceed to the next section to try and install the update.

Log out of the App Store and log back in

  • Tap the Featured tab in the App Store app and scroll down to the bottom
  • Look for buttons that either say “Sign In” or “Apple ID: yourappleid”
  • If it says Sign In, tap the button and enter the Apple ID credentials that you used to purchase forScore originally, then check for the update
  • If it shows your Apple ID, tap the button, choose Sign Out, then sign back in with the Apple ID used to purchase forScore originally and check for the update.
  • If the update to the current version of forScore still does not appear, continue to the next section.

Sync your device with your computer to check for updates

  • Connect your iPad to your computer using the sync cable
  • Sync your device if it doesn’t do so automatically (check for any prompts from iTunes about updates, etc.)
  • From the dropdown menu in iTunes, select Apps, then click the Updates tab
  • Locate forScore and click the icon, then click the Update button
  • Sync your iPad once more and the new version should sync across to your iPad
  • Try launching forScore to see if it opens successfully
  • If the app does not open successfully, use the steps above to check the installed version and see if the update was synced
  • If you’re still having issues beyond that, please contact Apple Support for further assistance

Important: Deleting the app is not the solution. Doing so will also delete all of your forScore library and data and should only be done if you are certain you have a recent backup of your files and library data saved to your computer.

Crashing When Viewing a PDF File

If the app crashed when trying to view a PDF file and continues to crash on launch, it’s possible the file itself is causing issues, either because it’s too large for your device to process (typically only an issue with older iPads) or it contains data that is causing an error.

If you connect your device to your computer, you can use the iTunes File Sharing panel to save that file to your computer, then delete that file from forScore to see if that stops the crashing. If you’re able to identify a problem PDF file, please contact us so we can do some testing with it to see if we can identify why it’s causing issues.

Retrieving/removing files through iTunes File Sharing

  • Connect your iOS device to your computer using the sync cable
  • Open iTunes on your computer if it does not open automatically
  • Click the small device icon in the upper left corner, as if you were going to adjust the syncing settings
  • Click the “Apps” button in the left sidebar that appears below the iPad info
  • Scroll down in the main window to where it says “File Sharing”
  • Choose forScore from the list, and a panel will appear to the right showing all of your files
  • Locate the file in the list, then click to select it
  • Click the “Save To…” button and specify a location on your computer to save the file
  • Once chosen, the transfer will begin immediately, with a progress bar displaying at the top of the iTunes window
  • When the transfer is complete, select the file in the panel and press the Delete or Backspace key, then confirm to delete it immediately from your device
  • You can then disconnect your device from your computer and relaunch forScore to see if it opens successfully. If the app is still crashing, please contact us using the form in the upper left corner of this page to troubleshoot further.

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Restoring your library data from a forScore backup file

If you want to reset your library to a previously backed up state, or recover information that may have been lost by deleting the app or restoring your device, you can do so by re-adding your PDFs and restoring from a 4SB backup file as described below.

  • Launch forScore and open the settings panel to make sure “automatic fetching for new files” is disabled
  • Close forScore and connect your iOS device to your computer

iTunes 12

  • Connect your iOS device to your computer
  • Open iTunes on your computer
  • Click the small iPad icon in the upper left corner, as if you were going to adjust the syncing settings
  • Click the “Apps” button in the left sidebar that appears below the iPad info
  • Scroll down in the main window to where it says “File Sharing”
  • Choose forScore from the list, and a panel will appear to the right.
  • Click “Add…” and navigate to the folder that contains your forScore data.
  • Select all of the files (including any 4SB backup files) by clicking on one and pressing Ctrl-A (PC) or Command-A (Mac), then click “Add”
  • Once chosen, the transfer will begin immediately, with a progress bar displaying at the top of the iTunes window.
  • When the transfer is complete, you can disconnect your device from your computer.
  • Launch forScore, then open the Tools menu and choose Backup
  • Tap to select the most recent backup file in the list, and choose “restore library and settings” when prompted.

iTunes 11 and earlier

  • Open iTunes on your computer and select your device from the list of devices (the same as if you were managing its syncing settings)
  • Click the “Apps” button across the top of the iTunes window, then scroll down to where it says “File Sharing”
  • Choose forScore from the list, and a panel will appear to the right.
  • Click “Add…” and navigate to the folder that contains your forScore data.
  • Select all of the files (including any 4SB backup files) by clicking on one and pressing Ctrl-A (PC) or Command-A (Mac), then click “Add”
  • Once chosen, the transfer will begin immediately, with a progress bar displaying at the top of the iTunes window.
  • When the transfer is complete, you can disconnect your device from your computer.
  • Launch forScore, then open the Tools menu and choose Backup
  • Tap to select the most recent backup file in the list, and choose “restore library and settings” when prompted.

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Why can’t I connect to Google Drive?

Google recently changed the way that apps like forScore gain authorization to access Google services, including Google Drive, and the method we use to add a Google Drive account in forScore’s Services panel is no longer functioning. We are actively attempting to work around the issue.

If you previously authenticated your Google Drive account, you should still be able to use the Services panel to upload and download files. If your authentication expires, if you are trying to switch to a different account, or if you are setting up a Google Drive account from scratch, the authentication will return a 403 “disallowed_useragent” error and you will not be able to log in or continue to use the Services panel to access Google Drive.

The standalone Google Drive app still uses standard functions for sending files to forScore, and you can send files to Google Drive using the share function in forScore: Sharing Scores

Update:

We have discovered a potential workaround for this issue that we hope to release soon with forScore version 10.2.6 and forScore mini 3.2.6. Thank you for your patience as we conduct final testing and work through Apple’s update review process.

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Troubleshooting the Cue feature

Cue allows multiple devices to connect to each other and send signals from a “leader” to one or more “followers.” The way the devices communicate with each other is built into an iOS framework, so the majority of it is under the system’s control, not forScore’s. Typically iOS will choose either Bluetooth or WiFi based on what it thinks is the best connection, and there are a number of environmental factors that could be causing interference (other active Bluetooth devices within range, architecture of a building, etc.)

However, there are a few things that you can try to troubleshoot the issue:

  • Make sure there are no other devices on the same wi-fi network
  • Try disabling either Bluetooth or WiFi with the iOS control panel to force the connection to one or the other
  • If you’re using an Apple TV and AirPlay, force the devices to use the Bluetooth connection instead of WiFi by disabling Bluetooth on all the “following” devices

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Troubleshooting App Store or Apple ID issues

If you’re having trouble getting the app to install or authenticating with your Apple ID, there are a few things you might try to troubleshoot the issue:

  • Log out of your Apple ID and log back in
  • Restart your device
  • Check iTunes on your computer for the update, download it, and install it by syncing your iOS device with your computer

Otherwise, you may need to contact Apple Support directly, since they manage all transactions and App Store processes on our behalf.

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Sending a 4SC file to forScore Support

If you’re having trouble working with a specific file, sending it in 4SC format may be able to help us diagnose the problem.

  • View the score you’d like to share and open the metadata panel
  • Tap the share button in the lower left corner
  • Select 4SC when prompted (this will include annotations, metadata, etc.)
  • Choose Mail from the list of options, and a compose window will appear and you can email it support at forscoreapp dot com along with a description of the problem and any steps we might be able to take to recreate it

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Scanning for new files

To make things as speedy as possible, forScore only scans for new files periodically and may not always show your newest files immediately. If you’ve just added something and it’s not showing up, drag the score menu’s list downward until you see the refresh symbol, then let go to update the listing.

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Unable to add large batches of files

In some cases, transferring a large number of files through iTunes can cause your iOS device to run low on memory or to restart. Because these file transfers are handled by iTunes and iOS directly, we have no control over how they work or how to improve them. Until Apple fixes these problems, the easiest way to avoid this is to copy your files over in smaller batches.
 
If you’ve experienced this issue, we encourage you to submit feedback to Apple so that they can gauge the extent of the problem and respond accordingly.

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Taking and sending a screen shot to forScore Support

Sometimes providing a screen shot can help us visualize the issue you’re seeing and better diagnose the problem. To take a screen shot:

  • Press the sleep button and home button on your device simultaneously to take a screenshot of what’s currently being displayed
  • The screen will flash white and save the image directly to your device’s photo library
  • Locate the image in your Photos app, and send it via email to support at forscoreapp dot com

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Sending a backup file to forScore Support

Occasionally, having a backup file of your forScore library data can aid us in recreating your library and diagnosing an issue. Here’s how to create and send us a 4SB backup file:

  • Open the tools menu and choose Backup
  • Create a new backup file by tapping the + button in the upper right corner
  • Tap the Share icon to the right of the new backup file (it will be named by the date/time it was created)
  • A panel will appear with different share options. Choose Mail and email it to support at forscoreapp.com along with a description of the issue and any steps we can take to replicate it

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Automatic backups are not working

The size of backup files largely depends on the volume and complexity of any annotations that you’ve added to your scores. If your device repeatedly runs out of memory while trying to create a backup file and crashes, forScore will deactivate the automatic backup feature to prevent further crashes.

If you’re experiencing this issue, you might consider removing or exporting any unnecessary or seldom-used scores as 4SC files (so they’ll include your annotations and metadata) and save them to your computer or to a file service through the Tools menu. That way you can re-add them easily when necessary while keeping your backup contents minimized.

If you’re not planning on making any changes to a score that you’ve annotated, consider archiving it using the Share or Services functions in the tools menu. These export options can create a PDF with permanent annotations that cannot be changed and won’t need to be backed up separately.

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Why is there a gray bar in annotation mode?

forScore 10 introduced a ruler feature that you may have enabled by accident. Learn more about this feature in this “Feature of the Week” article: Ruler

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Why can’t I turn pages?

There are a few reasons why you may not be able to turn pages in forScore:

The app’s default settings only allow you to flip pages from one score to the next when viewing items in a setlist. Details here: Flip between scores

Page turns are intentionally disabled when using the pinch-zoom feature because it is intended for quick up-close reference of your page. If you would like to reduce the margins or set the overall zoom level of a PDF to maximize the size of the music on the screen, use the Crop or Margin Adjustment tools.

If you are viewing a bookmark within a larger PDF, you will only be able to turn pages within the range set for that bookmark. View the source PDF file to freely turn pages throughout the PDF, or consider creating a “simple” bookmark by only entering a start page (no end page) to jump to a specific page in a file and page forward and backward freely.
Understanding forScore Bookmarks
Creating Bookmarks

If none of these apply to your situation or explain the behavior you’re seeing, please contact us using the form in the upper left corner of the page for further assistance.

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If I delete forScore, will it delete my library?

Yes. Deleting an app from your device will delete all files and data associated with that app, and there is no way to undo this. Deleting the app should only be done after exhausting all other troubleshooting with us directly.

Your forScore library is stored locally on your device, but we provide the ability to back up that data to your computer or a supported cloud service. Please see this knowledge base article for more information and instructions for backing up: Backing up your data to your computer

Note: If you have contacted Apple Support or visited an Apple Store to troubleshoot an app-specific issue, they will often suggest deleting the app and reinstalling it to resolve the issue. This is not the solution. Please contact us directly to troubleshoot any issues with forScore instead of seeking help from Apple.

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