Thanks for the advice - I did infact check for empty frames outside of the page - there were none. I had also played with the master page - no effect. I am using an iPad Air.
I did get things working. I can say the only different thing I did was when I went to add the tablet layout I chose NOT to copy anything (Site plan, Page attributes, Browser fill). I guess selecting these screws with something on the tablet end....now I know......
Thanks for replying.
JP
Attached please find the screenshot of "Site Properties" (File/Site Properties). Make sure you check "Redirect from Desktop"
Cheers,
Ali Pordeli
I have a couple of Muse sites hosted through BC (chrissvittpiano.com and michellemovesu.com) both of these sites work great except on android tablets. The phone version is being served as oppesed to the tablet versions. I've reported this to the help desk and was told it is a known issue. Has that been corrected yet?
What are the specific Android devices, Android versions and browsers and browser versions? Thanks.
Actually, any galaxy tab I've tried has produced the same result...regardless of the version. I moved the site to a different host other than BC and it works properly.
When hosting on BC the device layout selection is performed by looking up the "user agent" string returned by the device's browser in a database. This string is unique to a specific device and browser. If you've encountered tablet devices where the redirect is not working, then we need to verify the "user agent" string for those devices is properly recorded in the database. Thus my request to know what specific device(s) were involved.
While it's unclear whether this applies in your case, in order to avoid confusing others that read this thread it's important to note that when a customer mentions a failed device layout selection (i.e. "My phone/tablet is loading my desktop site!"), the cause is most often (nearly always) a misunderstanding of how enabling site viewers to explicitly choose what device layout to usue is handled.
If you're site contains a direct link from one layout to another, for example phone page to desktop page, then once the site viewer follows that link their subsequent activity on the site will be locked in "desktop mode". That's true even if they leave the site and return days later. To switch back to "phone mode" they need to explicitly follow a link from a desktop page back to a phone page, at which point they'll be back in "phone mode". (This device mode can also be cleared by clearing cookies in the browser.)
@Zak Williamson,
I was under the impression that if we designed all three sites then the correct site would be chosen for that device based on a query. When I tried my site on a tablet the phone site came up even though it was much closer to the resolution of the desktop site. But when I tried my phone the actual phone site came up. Currently I don't have a menu for the different versions. Are you are saying that we have to have a visible menu on the desktop site for "Desktop/Tablet/Phone?
It just got a bit confusing.
Ed
I have this site www.fxbandits.com. It work great on my 24" screen and many other screens down to 13". also, on phones and tablets great. BUT, on certain monitors I get tablet version showing up. my 17" a friends 15" and others. I dont get it or how to fix.
Thus my answer of ANY Android tablet of any size, 10, 8, etc I've tried. I actually tried it at an office supply store and on the very first load on every android device the phone and not tablet version is displayed. For at least one of the sites in question, the phone site doesn't contain direct links to either tablet or desktop nor does the tablet version contain links to the desktop or phone version.
Loading it to another host corrected the issue which leaves me believing it is a BC related issue. If there is a setting in BC that I need to change then I just need to know. Otherwise, I'd appreciate Adobe trying to own and fix the issue rather than putting it back on their clients.
@rogersphoto.com
That's the impression all Muse users are under. Because that is what Adobe advertises. However, I believe if you go to a site like Musegrid.com and look at any of the demos (on an Android device) with a tablet layout they will display the phone version. I thought I was doing something wrong and spent time trying to figure it out however it seems like an issue between Muse and BC. According to the help desk this has been a known issue since at least mid 2013 with no ETA of the issue being corrected.
Hey everyone,
If you are having trouble with a BC hosted site not redirecting, I'm going to need two things from you so that we can debug/fix the issue you are seeing. First, I'll need the user agent string from the device you are using that is not redirecting. To get that, you can go to this debugging page on the device you are having troubles on, and at the bottom of the page, there is a section that says "User Agent String:". Copy and paste that next bit here, so that we can take a look. The second thing I'll need from you is which device in particular you are having issues with. I know it may seem like any android device is having the problem, but with my testing here, the android devices we have go to the correct rendition, so knowing which device(s) in particular you are hitting the problem with helps us out.
If you are experiencing this issue on a non-BC hosted site, please visit this page on the device having trouble, and copy/paste the entire contents into a response here. Also, we'll need to know Android or iOS version information so that we can further debug and reproduce the issue. The version information should be in your settings area, under the about section in each (on Android, at the bottom of the settings usually, and on iOS, in the general settings section).
Thanks,
Andrew
Respectfully Andrew,
I see quite a few reports (including my own many months ago)regarding this issue. It's quite curious that jgipson701's moving the site to a non BC host takes care of the issue don't you think? Also: "According to the help desk this has been a known issue since at least mid 2013 with no ETA of the issue being corrected."? An explanation would be appreciated.
Bear with me here; Do you honestly think that users paying a subscription fee should have to troubleshoot this issue, or do you acknowledge in your heart of hearts that the multi million dollar company that employs capable individuals that is Adobe should have their staff figure this one out?
The dev team working on Muse has been very polite and helpful in answering questions and concerns about Muse and it is growing into a fine piece of software (which it should). I am perfectly satisfied with Muse but not with Adobe overall. Their "let the user fix it themselves" mentality is growing tiresome.
Some of us actually have jobs we need to attend to and not fiddle around trouble shooting, or scowering the forums for answers to Adobe software issues be it Muse, CC, Photoshop, In Design... We actually have to spend time working so we can afford these programs, pay our mortgage, put our kids through college and so on. Do you think it right that we spend our precious hours troubleshooting "your" software? When you buy a car and something goes amiss do you expect to pay the shop your hard earned $$ only to hear the mechanics tell you: "Well, take a couple of hours to disassemble the valve cover, poke around, see what you see and report back to us..."? Honestly, do you?
To you and all the Adobe employees, especially the "corporate" end. Plain and simple, very candid and honestly: YOU are the developers WE pay money to provide a working product and maintain it's viability!
Our time is just as valuable and precious as "yours". We, non Adobe employees, don't have time to spare doing others jobs.
As you can and will see, many of us are growing very tiresome of this attitude.
Respectfully,
Ed Rogers
Hi Ed,
We have seen this issue crop up from you and others, and we are always doing our best to get the problems resolved as quickly as we can. We on the Muse team, and at Adobe as a whole, take a lot of pride in our product, and as such spend a lot of time making sure to identify issues people are having and work to fix the problems as we identify solutions. We understand that your time is valuable, and that issues that prevent you from doing what you need to do with our tools can be costly.
Most of the time, when we identify issues people are having, we work hard to spend our time, rather than yours, investigating the problem, coming up with a fix, and, if needed, coming up with a workaround solution to get you back up and working as quickly as possible. We want to get out of your way as much as possible and let you use the tools we provide as best you can to be creative and to do your work.
Occasionally, however, there are times when we are unable to figure out an issue on our own, and have to come back and ask questions, get clarification, and have you help us narrow things down a bit so we can get the issue resolved. More often than not, this is because we aren't able to reproduce the issue you are seeing on our own, and need a bit more info about how you are hitting it so we can see the same thing, and make sure we are addressing your problem. When we do come back with questions or requests for clarifications, we usually do our best to minimize the amount of time you need to spend helping us, while making sure your issue can be resolved as quickly as possible. For example, the page I linked to above is a script I wrote that will gather the information used by our systems so that I can reproduce the problem on my own, and come up with a diagnosis and solution. The hope here is that the only effort needed would be simply to visit the page and copy/paste the contents here so I can take a look.
As for the confusion regarding the BC vs non-BC difference in site version served, I posted in another thread recently, though that isn't something you'd have necessarily seen, so I'll summarize it here.
When determining which site to serve up to your visitors, we have different logic between Business Catalyst and a non-Business Catalyst site. On BC, we take advantage of the fact that we have the ability to run code on the server, and that BC already had some of this functionality, to do the processing and redirection behind the scenes. When your visitor sends the request for the webpage, along with that, they send along information about the browser and device they are using to view this information. The information isn't a lot of information, but it is often enough to be able to identify a general type of device being used, and with that information, we look that up in a large database to determine what type of site fits best for that device. We then will redirect the visitor to the appropriate page, if necessary, so they get the right viewing experience.
When using a non-BC server, however, we do not know what sort of server or resources you have, so we don't run server side code, nor hook into any database. This makes it nearly impossible to do the same thing, so we take a different strategy for deciding what the best viewing experience is so instead, we ask the browser what the dimensions and pixel density are for the monitor or device you are viewing on. From there, we do our best to calculate what type of device you are likely on, using some basic tiers, and redirect to the appropriate layout if necessary.
Each of these approaches has pros and cons, and we do our best to tweak both of these methods to ensure your site visitors get the best experience they can. But, because we use different methods for determining which site to serve, it does mean that some devices, especially those on the edges of each of the device categories, can change behavior between these two approaches. This is where the difference is coming from.
The link listed in my previous post is meant to provide us enough information about the device being used so that both approaches can be optimized to get the right experience, which is why I requested the information from it. In this particular case, sometimes it can be a balancing act in making sure that the tweaking for your device doesn't break others, but the more information we have on this matter, often times the more accurate we can be. We have a number of devices we test Muse sites on (I have about a dozen sitting on the desk behind me at the moment, and there are more in other peoples' offices), but sadly there are just too many devices in the world for us to have them all, so getting more information about things when we are serving the wrong page is important.
I'm sorry you are having problems, and hopefully you can understand our request for a bit more info to help us come to a solution.
Andrew
Muse QE
Hi Andrew,
First off, you response is greatly appreciated and your point taken. Thank you for taking the time to read and respond. I can imagine your (and the teams) frustration with these type of questions/responses and can only imagine the "shop talk" about them. They are not meant to be disrespectful or antonistic.
Regarding the issue: I also can confirm that one of my non BC hosted sites does indeed "choose" the correct version using my samsung and archos tablets & samsung & LG phones.
My BC hosted site does not. So I will try and educate myself and hopefully the same will apply to Adobe.
Peace,
Ed Rogers
The devices in question are the most recent Galaxy Devices so I'd assume you would have those to test the sites on. I provided the web addresses so check them out on the devices and get the information you need. Adobe sells the online editing features of Muse but that is only available through BC but if you host on BC your sites are completely unpredictable on various devices? If that's the case, the Adobe Muse team/ BC team need to update advertising and support materails. I wouldn't have sold a client on Muse/BC as a solution if I would have known about the tablet display issue. I told the client they would be able to update the site via BC and it would have phone, tablet and desktop versions. Only one of those ended up being true. In the end I had to host elsewhere AND rebuild the site on another platform. Fortunately, I kept the client but lost weeks of development time. Adobe owes me around $1500 for the time I lost (sure that will never happen). I've been really patient about this issue but it's getting old.
on my laptop monitor it is showing tablet
window.screen: { availWidth: 1600; availHeight: 900; availTop: 0; availLeft: -1600; pixelDepth: 24; colorDepth: 24; width: 1600; height: 900; } window.devicePixelRatio: 1 window.screen.systemXDPI: 0 document.documentElement.clientWidth: 1600 document.documentElement.offsetWidth: 1600 window.innerWidth: 1600 _scrn: 900 screenWidth: 900 screenWidthInInches: 0 Calculated Width: 900 Touch Device: TouchEvent User Agent String: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/32.0.1700.76 Safari/537.36
on my 24" it has no problems. As well as my girls 13" laptop showing desktop.
Andrew - Clearly there is an issue with Muse and BC. Since you haven't responded to any more post since the 16th are we to now assume this is another Adobe thread that just ends? I've been able to find other threads referencing this same issue only not as pointed or as in-depth. Those threads have ended with no additional responses from Adobe support.
What is Adobe's plan to correct this issue that is clearly effecting a number of users? What is the timeline for the issue to be corrected?
anthonycoffee,
With the most recent release of Chrome, they introduced a bug where it would lie to us about whether or not you were a touch device, which lead to some false positives around what device you are on. The Chromium team has been made aware of the issue, and have a fix that is currently going through their development cycle, but it could take a while before it is ready to go. In the meantime, we have provided a workaround with the latest release (7.2) that should fix the problem if you republish your Muse site with the latest version. If you'd like a bit more info, you can read more about the problem over on this thread.
jgipson,
As I stated in my previous post, each method of device detection (both on BC, and not on BC) has pros and cons. The non-BC method can sometimes be more predictable in terms of brand new devices, but can suffer from browser bugs (as was the case with anthonycoffee's post) and is overall a lot more difficult to fix. While the BC method can occasionally (though certainly not always) be less predictable on brand new devices, we have a lot more control over it, and fixing issues on it does not require an update to Muse.
Again, we are constantly working on making sure both methods for detection are working as best we can. And in the case of BC, we are able to do that without you having to update Muse and republish, so that happens a lot more frequently. And when it is not working, we adjust based on assistance from you, the community, on where it isn't working. Unfortunately, there are just too many devices in the world for us to even get close to half of them to verify. That is why it helps us a lot if you tell us what information is shown on our debugging page, so that we can make sure to adjust the system properly.
At the moment, no, we do not have the "most recent Galaxy devices". There are in fact several different lines and types of devices that fall under that category, and there are around 7 different types of the Galaxy tab, not to mention all of the android versions of those devices and the varience that comes from that. We have 2 "Galaxy" family devices (and one more currently out-of-commission) we use for testing here, and neither of them are seeing the issue you are. So the information you can provide helps us find and fix the problems you are seeing.
Andrew
Andrew,
You can talk BC vs non BC hosted sites and the issues with each as much as you want. However, that doesn't change the fact that since July 2013, Adobe has been aware that Muse sites hosted on BC display the phone version of the Muse site on the Samsung Galaxy tablet, 10inch.
I don't own a Galaxy tablet but discovered this through a client. Checked it on a friend's tablet and every office supply or tech store I've been in. Surely this wouldn't be too difficult for the Adobe team to identify the problem.
When paying for BC hosting Adobe clients' expect and deserve what they pay for....based on this thread and others plus BC tech support telling me this is a known issue...it seems Adobe isn't competent enough technically to correct the issue and should notify customers in presales material.
Designers and developers sell services to clients based on the features of products/services. Not displaying the tablet version on a "tablet" is never listed as note on your Muse or BC sales site. When Adobe tells it's customers that Muse sites can be built in Desktop, Tablet, and Phone versions the customers expect the correct versions to showup on the correct device.
I'd love to sell Muse and BC hosting to clients but can't when it's so unpredictable as to what version will show on each device. Just FYI phone sites look like crap on 10 inch tablets...no client wants that..
As I asked before...what is Adobe's plan to correct this issue? Additionally, when will the issue be resolved?
Brand new site(s) Desktop, Tablet & Phone. Desktop fine. Phone fine. Tablet displays phone site. Come on guys. No tablet I have used displays the site correctly! What the heck is going on?!!!
When I type in the actual url of the tablet site it displays just fine. It's just not directed there initally.
Andrew, Zak...Anybody?