Downloaded applications for BlackBerry® Smartphones and Tablets

[PortlandZinMan]

I am posting this to this forum in the hopes that someone can help me address this issue – the folks at blb-mobile-cs@mlb.com can’t seem to read.  Here are my 5 attempts to get an answer (you won’t believe the responses I got):

Customer (Don) - 04/07/2010 09:28 AM

My data is not updating - I load At Bat 2010 and the main screen (lists all the games, the current scores, etc) never updates. For example, viewing yesterday's games on my Storm right now shows no scores for any of the games. Sometimes if I load today's date (let's say I do it at noon), the data will be current as of noon. But if I exit the program and go back in at 6pm and look at today, it is stuck and only displays the same data as it did at noon.

I have my refresh set to 15 seconds and am located in Portland OR (Verizon service).

Response (Felicia Shears) - 04/07/2010 12:48 PM

Dear MLB.com Mobile Customer:
 
Thank you for your inquiry.  Please refer back to your phone customer support or your carrier customer support to troubleshoot your issue.
 
We are not able to assist with technical issues regarding failed installations.
 
Sincerely,
MLB.com Mobile Customer Support Team

Customer (Don) - 04/07/2010 03:59 PM

Where in my report does it say anything about a failed installation?

It installed fine - it is just not providing me with current information.

Steps I am taking:
 
Activate program
Default screen is the schedule for the selected day.
If I go back to yesterday, the data is not accurate. It rarely updates with final scores.
If I look at today, the scoreboard is stuck at what was the current info at the time I first loaded the day. If I reopen today's schedule, no updates occur even if I leave the program running for many minutes.
 
The scoreboard does not refresh every 15 seconds - it doesn't refresh at all.

Response (Felicia Shears) - 04/07/2010 04:04 PM

Dear MLB.com Mobile Customer:
 
Thank you for your inquiry.
 
On the main scoreboard, press the left and right arrow button to navigate to particular date. To go to a specific date press the menu button and select Go to Date to open the date selector.
Sincerely,
MLB.com Mobile Customer Support Team

Customer (Don) - 04/07/2010 04:58 PM

Wow - this is the third try - you folks are NOT reading the issue. Let me try to draw you a picture:

For the sake of the below, assume that it is currently Wednesday, April 7 and the current time is 4pm EST.
 
1. Pick up BlackBerry Storm.
2. Click on the At Bat 2010 icon.
3. At Bat loads and display's today's date and underneath is a listing of all games scheduled for today.
4. At the top is a game between the Rockies and the Brewers scheduled to start at 1:10pm EST (so this game should already be under way or completed). There is no final or current score shown.
5. If I click on that game, no game stats are shown.
6. The Scoreboard is NOT showing current live data - why???
 
3 hours later…
1. Pick up BlackBerry Storm.
2. Click on the At Bat 2010 icon.
3. At Bat loads and display's today's date and underneath is a listing of all games scheduled for today.
4. I see the EXACT same screen as I did earlier in the day - no updated data at all.
5. If I select the day before, I see final scores for all yesterday’s games.
6. If I go back to today, same old data with no scores or updates of any kind.
 
I am not sure how I can explain my issue any clearer!!!!

Response (Felicia Shears) - 04/07/2010 06:10 PM

Dear Don:

Thank you for your inquiry.

Please go to www.mlb.com.

Log into the site using your email address and password.

Click on the teams to gain information.

We do apologize for the inconvenience.

Sincerely,
MLB.com Mobile Customer Support Team

Customer (Don) - 04/08/2010 08:48 AM

Can I please get a different Support Rep!
 
I have tried 3 times to get an intelligent answer to my issue.  If you actually read the thread below, you will fire Felicia Shears - how incompetent can you get?  Every answer she has giving me has had NOTHING to do with the issue I am reporting!!!
 
Her latest answer to me was to log into MLB.com to get my score updates (this is what I BOUGHT At Bat 2010 for!)
 
So, for the 4th time (If this does not get resolved this time around, I am posting this thread on the MLB blogs as an example of the quality of support you can expect if you buy At Bat 2010).
 
Purchased At Bat 2010 for my BlackBerry Storm from BlackBerry Ap World.  It installed fine and I have the latest update (v1.1).
 
For the sake of the below, assume that it is currently Wednesday, April 7 and the current time is 4pm EST. 
 
1. Pick up BlackBerry Storm. 
2. Click on the At Bat 2010 icon. 
3. At Bat loads and display's today's date and underneath is a listing of all games scheduled for today. 
4. At the top is a game between the Rockies and the Brewers scheduled to start at 1:10pm EST (so this game should already be under way or completed). There is no final or current score shown. 
5. If I click on that game, no game stats are shown. 
6. The Scoreboard is NOT showing current live data - why??? 
 
3 hours later 
1. Pick up BlackBerry Storm. 
2. Click on the At Bat 2010 icon. 
3. At Bat loads and display's today's date and underneath is a listing of all games scheduled for today. 
4. I see the EXACT same screen as I did earlier in the day - no updated data at all. 
5. If I select the day before, I see final scores for all yesterday’s games. 
6. If I go back to today, same old data with no scores or updates of any kind. 
 
I am not sure how I can explain my issue any clearer!!!! 

Response (Lori Ellison) - 04/08/2010 01:11 PM

Dear Don,
 
Thank you for taking the time to write.
 
From what I understand about your issue, you are trying to access an archive game.
Currently at this time, archives are not a feature of the application.
 
We are evaluating adding archived games as a feature during the season.
 
Sincerely,
MLB.com Mobile Customer Support Team

Customer (Don) - 04/08/2010 08:48 AM

Sigh…and NO…I am not worried about archives.  I am unable, in most cases to get “Live” data…  I just did another experiment:

1. Pick up BlackBerry Storm this morning at 06:10 PST today (April 9)
2. Click on the At Bat 2010 icon. 

3. At Bat loads and display's today's date and underneath is a listing of all games scheduled for today. 

4.  Go to Yesterday’s date (Thursday, April 8)

5.  Shows the Mariners/A’s game as 0-0 in the bottom of the 1st Inning; shows the Blue Jays/Rangers game as 0-0 in the middle of the 7th inning; Shows the Tigers/Royals game as 1-2 in the middle of the 6th inning.  THESE ARE YESTERDAYS GAMES – I SHOULD SEE FINAL SCORES!!

Again – the problem I am reporting is that I am NOT getting live data – sometimes I do get up-to-the minute data, but then it is stuck there for at least a date before I finally get another round of live data.  In most cases (not today), I get current the first time each day I use the application, but every subsequent time I run the application that day, the data will not update.

[esmcarter]

I have had the same problems all day today.  I purchased At Bat 2010 yesterday and it was working fine.  But nothing will load today at all.  I just emailed the support but after reading your post I fear my problem will not be resolved efficiently.

Were you able to solve your problem, or do you think it is a widespread issue???

[KTBB]

I have had a similar problem all day today, 04/09/2010.  Receive error "Unable to load data".  I have even rebooted my BlackBerry. Numerous retries are not successful.   I am running Blackberry OS 5.0.  Perhaps that has something to do with it.

[KTBB]

At Bat 2010 on BB Tour 9630, OS 5.0, Verizon is now working. This is what I did, aAlthough I have no way of confirming this resolved the problem 

Updated my roaming list  *228 option 2

Change application permissions as follows

BB Home

Options

Applications

Select At Bat

Edit Permissions

Set Allow on all options  (Note Interactions was not originally set)

Save

Reboot phone

[esmcarter]

I just went through these steps and it worked for me on my Tour 9630 too!  Thanks so much for posting!  Now I can get my Phillies fix.

[PortlandZinMan]

I tried KTBB's suggestion and the issue improved, but is still not solved.  Got the following from MLB support:

Hi Don,

We have been struggling with these intermittent connections on BlackBerry.  I apologize for the poor experience. 

It feels like a strength of signal issue, especially when the scoreboard doesn't update.  Did you happen to change the Refresh Rate (Menu key > Options > Set Scoreboard Refresh Rate)?

Also, do you happen to be running off a BES?  It is fairly common for admins to put restrictions on corporate devices.  A conversation with the sysadmin might loosen up any restriction on the device.  Lastly, I wanted to see if you had similar issues on any other apps (i.e., Pandora).  Just trying to get a sense if we can baseline against something else.

We do have a team of folks watching the streams whenever there is a game in action, and most issues are resolved in a matter of minutes. 

Unfortunately, I don't have a silver bullet on these issues, but I'd like to keep talking and working together to see if we can get your application in a better spot.

Removed personal information to comply with Community Guidelines and Terms and Conditions of Use.

And my answer:

It is a personal phone under Verizon.  I have good 3G coverage in the Portland OR area.  I am glad to hear that you are at least acknoleging that this is an issue (first time I have heard that other than on the forums at BlackBerry). 
 
At the recomendation of someone int he BlackBerry forums, I did go to my application settings and select "Allow All" on every setting for At Bat 2010 and that did not fix the issue.
 
I have the refresh rate set to 15 seconds.
 
I was more frustrated with the quality of the support that the actual issue...I spent hours re-explaining the issue over and over.

[PortlandZinMan · Accepted solution]

Working with Kevin Mahoney, Operations Manager, Mobile...

We have found the problem.  If I do not exit At Bat 2010 (menu, "Exit At Bat") at the end of each session, it remains loaded and the program suspends updates to save the battery.  Thus, the next time I access it, it has data from my last session and does not update.

If I make sure to close the application each time I am done using it, the next time I open it, it does refresh and I get current data.

They need a "refresh" button on the menu and they have added that to the list of enhancements.