Issue

After you purchase a subscription on a device, the subscription tile disappears. However, the most recent retail folio still shows a purchase price and is not downloadable (entitled). The expected result is that the most recent folio's status changes so that it can be downloaded.

Solutions

Solution 1: Verify the iTunes Shared Secret value.

If a DPS application account does not have a value in the "iTunes Connect Shared Secret" field that matches what is in our iTunes Connect account, subscriptions don't function correctly, even though your end users are charged. Correcting this value and advising end users to use the Restore Purchases command resolves failures due to incorrect or missing Shared Secret values.

  1. Sign in to iTunes Connect and click Manage Your Apps.

  2. Click In-App Purchases Shared Secret and copy the existing value to your clipboard.

    WARNING: If you click Generate New, it's necessary to edit all DPS application accounts that are associated with your iTunes Connect account to use the new value you generate. 

  3. Log in to the Digital Publishing Suite dashboard with an admin account and click Account Administration.

  4. Select the account used to publish content to the app and click Configure User.

  5. Delete any existing value from the "iTunes Connect Shared Secret" field and paste the value from iTunes Connect into the field.

  6. Using an Apple ID that previously purchased a subscription, but did not get the most recent folio entitled, launch the DPS app and select the Restore Purchases command.

Solution 2: Ensure that renditions have identical metadata.

If the folio in question has renditions, proceed to the following document and attempt its solution. Otherwise, check the additional solutions described below.

http://helpx.adobe.com/digital-publishing-suite/kb/subscription-fail-ios-renditions.html

Solution 3: Avoid future publication dates when testing sandbox.

When you test in the Apple sandbox environment, any folio that has a future publication date shows this failure mode. This issue is due to the "time compression" feature of the sandbox environment. In the sandbox, one year is compressed to one hour. So, a folio with a publication date that's more than one hour from the time of your subscription purchase is seen as outside a one-year subscription. Therefore, it's not entitled.

  1. Log in to the Adobe Digital Publishing Suite dashboard at http://digitalpublishing.acrobat.com.

  2. Click the Folio Producer link.

  3. For any retail folio that has its publication date in the future, do the following:

    1. Click the Publication Date widget icon.

    2. Click today's date, or earlier, to close the widget.

    3. With the folio selected in the Folio Producer, click the Update button.

    4. Ensure that the Update Content option is selected. This option is required to push the meta data changes to the fulfillment server. Then, click Update.

  4. Quit and relaunch the application on the tablet device. If this step does not work, uninstall and reinstall the application on the device.

Solution 4: If testing in the Apple sandbox, ensure that the Bundle Version value is higher than the previous version.

If the Bundle Version, aka the CFBundleVersion, of the application is not higher than the previous version, Restore Purchase command in the iTunes sandbox doesn't work. Contact Adobe DPS Enterprise Support using the contact information in the DPS landing page at:
http://digitalpublishing.acrobat.com

Solution 5: Set future retail folios to private.

If you have a folio published as Public and Retail, but isn't cleared for sale in iTunes Connect, it consumes the entitlement, even though it doesn't show in the library. These folios are usually prepared in advance for Apple review, but they do not have to be public for the review process.

  1. Log in to the Adobe Digital Publishing Suite dashboard at http://digitalpublishing.acrobat.com.

  2. Click the Folio Producer link.

  3. Select the affected folio and click Update.

  4. Change the status from Public to Private.

  5. Ensure that the Update Content option is selected. This option is required to push the meta data changes to the fulfillment server. Click Update.

  6. Quit and relaunch the application on the tablet device. If this step does not work, uninstall and reinstall the application on the device.

Solution 6a: Updated to viewer code V19 or later.

If your most recent folio is published with the state Free, there is a defect that caused it to be consumed as the most recent folio for entitlement. This defect has been fixed in V19. If you are not can't update your viewer, or require an interim workaround, see solution 5b below.

Solution 6b: Make free folio later than retail.

If your viewer code is earlier than V19, and your most recent folio based on publication date is a free folio, change the folio's publication date so that it is earlier than the most recent retail folio.

  1. Log in to the Adobe Digital Publishing Suite dashboard at http://digitalpublishing.acrobat.com.

  2. Click the Folio Producer link.

  3. For the free folio, click the Publication Date widget icon.

  4. Click the day before the publication date of your more recent retail folio to close the widget.

  5. With the folio selected in the Folio Producer, click the Update button.

  6. Ensure that the Update Content option is selected. This option is required to push the meta data changes to the fulfillment server. Then, click Update.

  7. Quit and relaunch the application on the tablet device. If this step does not work, uninstall and reinstall the application on the device.

Additional information

When a subscription is purchased, the entitlement algorithm entitled all folios with publication date values that are more recent than the subscription start timestamp. If there isn't a future folio that matches this requirement, it instead entitles the most recent, previous retail folio, based on the publication date metadata.

In cases where this algorithm doesn't meet the needs of its customers, Adobe is actively pursuing fixes for future releases.

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