Problems related to our app Virtours Explorer when downloading from Oculus store app

[ikonmultimedia]

Hi, we are experiencing problems with Oculus store. Our app is still not downloadable, we have tried to submit an update to see if this changes the situation but the upload to CDN process fails. The actual available app isn't downloadable and installable from the Oculus app, the massage is "Could not download Virtours Explorer".

These are the combinations of  Oculus app version and operating sytem version of devices where the installation doesn't go on:

Note 9, app  Oculus 3.48.0.4.227 (120877741)Android 8.1

S8+, app  Oculus 3.48.0.4.227 (120877741)Android 8.0

s7, app oculus v 3.49.0.4.151 (122489195) Android 8.0

S7, app oculus v 3.46.0.2.4557 (117082419) Android 8.0 

S7, app oculus v 3.48.0.4.227 (120877741), Android 8.0 

S6, app Oculus v 3.47.0.5.4714 (119097199) Android 7.0  

S7, app Oculus v 3.48.0.4.227 (120877741) Android 8.0 

The only configuration where the app is downloaded and installed is :

• Samsung s6,  v 3.46.0.2.4557 (117082419) Android 7.0 

We have tried also with command line tools, but it fails. We have tried to publish a new application with a different bundle id but the error is the same.

If it can help, we attach the log during the publishing process, done with the command line tool, we are now in a serious situation with our customers. Please solve the problem, or give us a response.

Thanks.

2018-09-07T13:20:38.847Z [DEBUG] Run args: {"appId":1083904858401842,"appSecret":"XXXXXXXXXXXX","apkPath":".\\Virtours_Explorer_PROD_2018090601.apk","channel":"ALPHA"}

2018-09-07T13:20:44.479Z [DEBUG] Server log: {"app_id":1083904858401842,"log_level":"DEBUG","event_name":"COMMAND_PARAMS","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"appId\":1083904858401842,\"appSecret\":\"XXXXXXXXXXXX\",\"apkPath\":\".\\\\Virtours_Explorer_PROD_2018090601.apk\",\"channel\":\"ALPHA\",\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":1083904858401842,\"platform\":\"ANDROID\",\"session_id\":\"1083904858401842_2018-09-07T13:20:44.473Z\"}"}

2018-09-07T13:20:44.488Z [DEBUG] 

Preparing for upload...

2018-09-07T13:20:46.293Z [DEBUG] Server log: {"app_id":1083904858401842,"log_level":"DEBUG","event_name":"UPLOAD_CONFIG","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"response\":{\"latest_binary_id\":\"1499048923554098\",\"latest_binary_rdiff_signature_uri\":\"https://securecdn.oculus.com/binaries/rdiff-signatures/?binary_id=1499048923554098\"},\"time\":1804,\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":1083904858401842,\"platform\":\"ANDROID\",\"session_id\":\"1083904858401842_2018-09-07T13:20:44.473Z\"}"}

2018-09-07T13:20:46.293Z [DEBUG] 

Uploading APK...

2018-09-07T13:20:46.300Z [DEBUG] 

Downloading signature of previous build

2018-09-07T13:21:00.277Z [DEBUG] 

Generating patch

2018-09-07T13:21:01.147Z [DEBUG] Server log: {"app_id":1083904858401842,"log_level":"DEBUG","event_name":"PATCH_GENERATION","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"havePatch\":true,\"time\":14849,\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":1083904858401842,\"platform\":\"ANDROID\",\"session_id\":\"1083904858401842_2018-09-07T13:20:44.473Z\",\"isObb\":false}"}

2018-09-07T13:21:06.062Z [DEBUG] Started upload: 241048569941089

2018-09-07T13:21:06.062Z [DEBUG] Server log: {"app_id":1083904858401842,"log_level":"DEBUG","event_name":"UPLOAD_START","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"chunked_upload_id\":\"241048569941089\",\"time\":4914,\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":1083904858401842,\"platform\":\"ANDROID\",\"session_id\":\"1083904858401842_2018-09-07T13:20:44.473Z\",\"isObb\":false}"}

2018-09-07T13:21:06.063Z [DEBUG] 

Uploading...

2018-09-07T13:24:13.040Z [DEBUG] 

Waiting for processing to begin...

2018-09-07T13:24:13.041Z [DEBUG] Server log: {"app_id":1083904858401842,"log_level":"DEBUG","event_name":"PROCESSING_START","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":1083904858401842,\"platform\":\"ANDROID\",\"session_id\":\"1083904858401842_2018-09-07T13:20:44.473Z\",\"isObb\":false,\"chunked_upload_id\":\"241048569941089\"}"}

2018-09-07T13:24:15.494Z [DEBUG] 

recupero della build precedente (2 / 5)

2018-09-07T13:24:18.277Z [DEBUG] 

convalida dei contenuti del pacchetto (4 / 5)

2018-09-07T13:24:23.857Z [DEBUG] 

caricamento su CDN (5 / 5)

2018-09-07T13:24:41.407Z [DEBUG] 

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2018-09-07T13:24:44.360Z [DEBUG] 

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2018-09-07T13:24:49.157Z [DEBUG] 

caricamento su CDN (5 / 5)

2018-09-07T13:25:15.259Z [DEBUG] 

recupero della build precedente (2 / 5)

2018-09-07T13:25:17.985Z [DEBUG] 

convalida dei contenuti del pacchetto (4 / 5)

2018-09-07T13:25:24.255Z [DEBUG] 

caricamento su CDN (5 / 5)

2018-09-07T13:26:07.867Z [DEBUG] 

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2018-09-07T13:26:10.861Z [DEBUG] 

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2018-09-07T13:26:19.726Z [DEBUG] 

caricamento su CDN (5 / 5)

2018-09-07T13:27:43.051Z [DEBUG] 

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2018-09-07T13:27:44.446Z [DEBUG] 

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2018-09-07T13:27:52.257Z [DEBUG] 

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2018-09-07T13:30:36.813Z [DEBUG] 

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2018-09-07T13:30:38.643Z [DEBUG] 

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2018-09-07T13:30:40.167Z [DEBUG] 

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2018-09-07T13:30:49.355Z [DEBUG] 

caricamento su CDN (5 / 5)

2018-09-07T13:30:50.999Z [WARN] Server log: {"app_id":1083904858401842,"log_level":"WARN","event_name":"USER_ERROR","stack_trace":"UserVisibleError: Spiacenti, abbiamo riscontrato un problema durante l'elaborazione del file che hai caricato. Riprova più tardi.\n\n    at [eval]:34:36\n    at Object.<anonymous> ([eval]:64:4525)\n    at next (native)\n    at a ([eval]:64:1010)\n    at [eval]:64:1104\n    at process._tickCallback (internal/process/next_tick.js:103:7)","extra":"{\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":1083904858401842,\"platform\":\"ANDROID\",\"session_id\":\"1083904858401842_2018-09-07T13:20:44.473Z\",\"isObb\":false,\"chunked_upload_id\":\"241048569941089\"}"}

2018-09-07T13:30:50.998Z [DEBUG] 

ERROR: Spiacenti, abbiamo riscontrato un problema durante l'elaborazione del file che hai caricato. Riprova più tardi.

2018-09-07T14:03:31.668Z [DEBUG] Run args: {"appId":2153648611375605,"appSecret":"XXXXXXXXXXXXXX","apkPath":"Virtours_Explorer_DEV_2018090601_nocardboard.apk","channel":"ALPHA"}

2018-09-07T14:03:32.315Z [DEBUG] Server log: {"app_id":2153648611375605,"log_level":"DEBUG","event_name":"COMMAND_PARAMS","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"appId\":2153648611375605,\"appSecret\":\"XXXXXXXXXXXXXX\",\"apkPath\":\"Virtours_Explorer_DEV_2018090601_nocardboard.apk\",\"channel\":\"ALPHA\",\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":2153648611375605,\"platform\":\"ANDROID\",\"session_id\":\"2153648611375605_2018-09-07T14:03:32.311Z\"}"}

2018-09-07T14:03:32.323Z [DEBUG] 

Preparing for upload...

2018-09-07T14:03:32.706Z [DEBUG] Server log: {"app_id":2153648611375605,"log_level":"DEBUG","event_name":"UPLOAD_CONFIG","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"response\":{},\"time\":382,\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":2153648611375605,\"platform\":\"ANDROID\",\"session_id\":\"2153648611375605_2018-09-07T14:03:32.311Z\"}"}

2018-09-07T14:03:32.709Z [DEBUG] 

Uploading APK...

2018-09-07T14:03:32.713Z [DEBUG] Server log: {"app_id":2153648611375605,"log_level":"DEBUG","event_name":"PATCH_GENERATION","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"havePatch\":false,\"time\":3,\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":2153648611375605,\"platform\":\"ANDROID\",\"session_id\":\"2153648611375605_2018-09-07T14:03:32.311Z\",\"isObb\":false}"}

2018-09-07T14:03:33.413Z [DEBUG] Started upload: 292437018015332

2018-09-07T14:03:33.413Z [DEBUG] Server log: {"app_id":2153648611375605,"log_level":"DEBUG","event_name":"UPLOAD_START","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"chunked_upload_id\":\"292437018015332\",\"time\":697,\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":2153648611375605,\"platform\":\"ANDROID\",\"session_id\":\"2153648611375605_2018-09-07T14:03:32.311Z\",\"isObb\":false}"}

2018-09-07T14:03:33.414Z [DEBUG] 

Uploading...

2018-09-07T14:05:30.182Z [DEBUG] 

Waiting for processing to begin...

2018-09-07T14:05:30.183Z [DEBUG] Server log: {"app_id":2153648611375605,"log_level":"DEBUG","event_name":"PROCESSING_START","stack_trace":"at [eval]:18:1658\nat a ([eval]:16:506)\nat [eval]:16:652\nat [eval]:16:450\nat Object._log ([eval]:18:1997)\nat [eval]:18:1046\nat a ([eval]:16:506)\nat [eval]:16:652","extra":"{\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":2153648611375605,\"platform\":\"ANDROID\",\"session_id\":\"2153648611375605_2018-09-07T14:03:32.311Z\",\"isObb\":false,\"chunked_upload_id\":\"292437018015332\"}"}

2018-09-07T14:05:31.507Z [DEBUG] 

ricostruzione del file caricato (1 / 3)

2018-09-07T14:05:33.654Z [DEBUG] 

convalida dei contenuti del pacchetto (2 / 3)

2018-09-07T14:05:41.307Z [DEBUG] 

caricamento su CDN (3 / 3)

2018-09-07T14:05:55.541Z [DEBUG] 

ricostruzione del file caricato (1 / 3)

2018-09-07T14:05:57.222Z [DEBUG] 

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2018-09-07T14:06:03.358Z [DEBUG] 

caricamento su CDN (3 / 3)

2018-09-07T14:06:27.460Z [DEBUG] 

ricostruzione del file caricato (1 / 3)

2018-09-07T14:06:28.981Z [DEBUG] 

convalida dei contenuti del pacchetto (2 / 3)

2018-09-07T14:06:36.848Z [DEBUG] 

caricamento su CDN (3 / 3)

2018-09-07T14:07:22.141Z [DEBUG] 

convalida dei contenuti del pacchetto (2 / 3)

2018-09-07T14:07:30.888Z [DEBUG] 

caricamento su CDN (3 / 3)

2018-09-07T14:08:54.101Z [DEBUG] 

ricostruzione del file caricato (1 / 3)

2018-09-07T14:08:55.426Z [DEBUG] 

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2018-09-07T14:09:03.625Z [DEBUG] 

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2018-09-07T14:11:47.069Z [DEBUG] 

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2018-09-07T14:11:55.592Z [DEBUG] 

caricamento su CDN (3 / 3)

2018-09-07T14:11:58.667Z [DEBUG] 

ERROR: Spiacenti, abbiamo riscontrato un problema durante l'elaborazione del file che hai caricato. Riprova più tardi.

2018-09-07T14:11:58.668Z [WARN] Server log: {"app_id":2153648611375605,"log_level":"WARN","event_name":"USER_ERROR","stack_trace":"UserVisibleError: Spiacenti, abbiamo riscontrato un problema durante l'elaborazione del file che hai caricato. Riprova più tardi.\n\n    at [eval]:34:36\n    at Object.<anonymous> ([eval]:64:4525)\n    at next (native)\n    at a ([eval]:64:1010)\n    at [eval]:64:1104\n    at process._tickCallback (internal/process/next_tick.js:103:7)","extra":"{\"os\":\"{\\\"platform\\\":\\\"win32\\\",\\\"arch\\\":\\\"ia32\\\",\\\"type\\\":\\\"Windows_NT\\\"}\",\"cli_version\":\"1.25.0.571339\",\"compatibility_version\":2,\"app_id\":2153648611375605,\"platform\":\"ANDROID\",\"session_id\":\"2153648611375605_2018-09-07T14:03:32.311Z\",\"isObb\":false,\"chunked_upload_id\":\"292437018015332\"}"}

[ikonmultimedia]

Hi! Thanks for your response. Now that we have retried to submit an update, the static validation process of the apk show us an error relate to the version code. 

The version code of the currently published app is 2,118,032,001 this was accepted during the previous releases and uploads to the oculus store. Until some time ago, also the download and install process of that version was done without problems. I think that consequent restrictions has been applicated to the download process on Oculus store app but not to the upload and validation process of the Oculus store developer website some time ago.

Now we are in this odd situation: many customers has already downloaded the update from Oculus store, so they had installed the apk with version code: 2118032001 on their devices. We cannot send an update to the Oculus store with a minor version code beacuse this is used in teh apk update logic, we cannot send a major number because is rejected from the Oculus store and the current isn't downloadable. Please suggest us a solution, can you verify if it is possible to change this limit to max int?

Thanks for your help, we're looking forward for a solution.

Regards

Mauro 

[ikonmultimedia]

Ok, thank you for your assistance!

For future updates we'll keep in mind to increment the version code only with one unit. Only one question what limit of future updates we have? For example if we have a limit of only 10 updates, we will schedule our software releases accordingly.

Thanks

[ikonmultimedia]

Ok, thanks for clarification. We're looking forward for your confirmation of the go live of the patch. Approximately how much time will take to unlock the download ? We would like to comunicate an indicatively timing to our customers.

Many thanks

Mauro Menazzi

[ikonmultimedia]

@imperativity You told me a great news !! 

I confirm that, now our app is downloadable from the Oculus library. We have waited some days, to see if the situation changes, but the upload of a new apk already fails with this message (we retried now):

"Your version code number has reached the maximum limit. Be sure to keep the version code below Body of an error/warning message. Title is: Max Version Code Exceeded."

The version code is set, as requested to: 2118032002.

In thanking for the support provided, we also request assistance with the publication process of our Virtours Explorer app on Oculus Store. The app is currently distributed through the Oculus Store with the activation key mechanism, which creates many difficulties for our customers, what is the channel to contact the review team to discuss about the publication of the Virtours app on the Oculus Store.

Thanks in advance.

Mauro Menazzi

[ikonmultimedia]

@imperativity You told me a great news !! 

I confirm that, now our app is downloadable from the Oculus library. We have waited some days, to see if the situation changes, but the upload of a new apk already fails with this message (we retried now):

"Your version code number has reached the maximum limit. Be sure to keep the version code below Body of an error/warning message. Title is: Max Version Code Exceeded."

The version code is set, as requested to: 2118032002.

In thanking for the support provided, we also request assistance with the publication process of our Virtours Explorer app on Oculus Store. The app is currently distributed through the Oculus Store with the activation key mechanism, which creates many difficulties for our customers, what is the channel to contact the review team to discuss about the publication of the Virtours app on the Oculus Store.

Thanks in advance.

Mauro Menazzi

[ikonmultimedia]

Sorry @imperativity I rewrite to you to ask if you have received our last message, and if you have news about the unlock of the upload of new versions for our app Virtours Explorer.

Thanks in advance

Mauro 

[ikonmultimedia]

Sorry if I write for another time, but @imperativity have you read our last message? We are still experiencing the same problem when we try to upload a new version of our app. 

Thanks in advance.

Mauro 

[MikeF]

Unfortunately imperativity is no longer around, i'm not sure who the replacement is but maybe try contacting oculus directly

[ikonmultimedia]

Hi! @MikeF thanks for your answer, do you have some hint of how to contact directly oculus? We had tried many times with the contact form but we had no reply. The only way we had help was here in this forum.

Thanks in advance.

Mauro Menazzi