October 12, 2009 by Mike Wong • 4 Comments
Okay, it's Monday and I promised you an update on the Snow Leopard compatible installers. You can find installers for all of our products that add compatibility to Snow Leopard on our Software Updates page. Here's what you need to know about these updaters.
Choose Wisely
There are 8 different update installers now available. Which one you download depends on the product or products you have installed. Of particular note, if you have a "Professional Edition" product like Genuine Fractals, PhotoTools or PhotoFrame, make sure you download the "Professional Edition" update installer and not the Standard Edition update installer. Likewise if you own a Standard Edition product.
Who Should Update
If you are using Mac OS X 10.6 or considering updating your Mac OS X install to version 10.6 and are having activation issues and/or Photoshop crashing issues, you will definitely want this update.
If you are using Mac OS X 10.5 or Mac OS X 10.6 and Photoshop CS4 and are getting a Photoshop crash when you quit Photoshop or you are getting crashes in Photoshop when you try to use one of our plug-ins, you will definitely want this update.
How To Update
Go to the Software Updates page on our web site and locate the correct update installer. Run the installer. At a minimum, that will solve the crashing problems. However, if you are still experiencing a license activation issue where you get a message saying the maximum number of activations are already in use - even though they are not - you will need to contact our Customer Service team (using this contact form) so they can reset your activations.
October 9, 2009 by Mike Wong • Comments Off
All of our installers (both the full installers and the updaters) have been uploaded to our download hosting provider. However, it seems I might have jumped the gun yesterday in saying that they would be widely available today. Our Support team is verifying the fixes that we've done with about 40-50 customers. Download links have been sent to those folks for confirmation before we roll this out to our entire install base. If all goes well through the rest of the day with this smaller subset of users, we'll post the links on Monday 10/12.
I apologize for what now looks like a teaser yesterday. I got ahead of myself and the rest of the team here. However, this plan of waiting to push the updaters out on Monday after additional testing "in the wild" really benefits you. If for some reason, even though our tests look good, we roll this out on a Friday, you download it and install it on Saturday and have problems, there won't be anybody in the office here to assist you.
Sorry for the pre-mature post yesterday. I'll post more later as I hear feedback from users coming in.
October 8, 2009 by Mike Wong • 8 Comments
10/8/09 9:27 am PST
I happy to report that we have resolved the Snow Leopard compatibility problems with our plug-ins that have been causing so many of you so many problems. The installers are being uploaded to the service provider we use for hosting these as of this posting. Once we upload to the main directory of this provider, the files are then distributed to their global network of servers to provide better download speed and stability for users in various parts of the world. As a result, I'm told it could take between 10 and 14 hours before the files will be ready for mass distribution.
Based on this, the update installers should be available on our web site for download tomorrow morning. I'll do a post here when they are available along with instructions for those who need them.
Thank you for your patience. I know that this hasn't been a good experience for any of you and all of us here at onOne appreciate your continued support and understanding.
September 26, 2009 by Mike Wong • 14 Comments
Just a quick update to let you know where we are with our fixes for Snow Leopard. One of our engineers has been working on this all last week and we've been talking to our activation service provider and they've been helpful as well. I was given an internal test build of Plug-In Suite 4.5.2 the other day that should addresses the problem of Photoshop crashing on quitting and the activation issues.
So far, in 2 days of testing on my MacBook Pro, the problems have not been showing up. All of my plug-ins activate the way they should and I don't get activation error messages. When I quit Photoshop, it quits without crashing.
We need to do some more testing, but it's looking good at this point. Stay tuned for more. We've sent out the Suite 4.5.2 candidate build out to a few customers to get some more testing "out in the wild" on other systems than just ours so we need to gather that feedback as well.
As soon as we have confirmed this and get it posted, I will let you know. In the meantime, thank you for your patience.
September 17, 2009 by Mike Wong • 35 Comments
The other day, I posted a link to an updated License Manager that I thought fixed the problems that our customers (you) were having with our products and Mac OS X 10.6 Snow Leopard. Turns out it worked...until you rebooted your computer. At which point, well, the problem showed up again and you would be told your software wasn't activated.
The problem lies within the software activation code in all but a couple of our products and this activation code is something that we license from a third-party developer. We are working closely with this developer to find a solution and will post it as soon as possible. For those of you experiencing this problem and have contacted us, believe me, we have heard you loud and clear.
Craig Keudell, onOne Software President has written a letter outlining the problems and what we are doing about it. The letter says in part:
"We know that the majority of problems facing our users who have upgraded to Mac OS X Snow Leopard stem from an issue with the activation. We are working closely with our activation service provider to resolve these issues and get the necessary updates to you as fast as possible."
Included is a compatibility chart for both Mac OS X 10.6 and Windows 7 which is slated to be available next month.
