latest v7 early access doesn't launch on Mac

[tintoverano]

hi,

icon is there in the Dock, but no process shows up in Activity Monitor

PicoLog launches

sent report to Support via email

thanks!

[Steve Smith]

Hello and thank you for the post

Have you received a response from the support team?

Could you confirm when your support email was sent? ( I have checked from the 19th to 20th but cannot find this in our queue)

Could you provide system specifications and operating system details?

You can send these to support@picotech.com rather than post here if you prefer

I hope this helps in the interim and rest assured we will review this ASAP

Take care......Steve

[tintoverano]

hi Steve,

I do send these to Support always and no repsonse

using the latest 70.0.116.13712 and same as before: opening files halts pico wokring and crashes Finder as well - I have to restart my mac, which I never do ever

my other issue with entering vehicle detailes crashing pico is also still present

thanks,

zoltán

[ben.martins]

Hi zoltán,

Sorry to hear there are still issues on MAC. Does the stable build work OK? 7.0.109? Which flavour of MAC are you using? Monterey, Ventura, Big Sur?

We've not seen any support tickets for Mac crashing which would make me think you are reporting via the crash reporter. In case something has happened with the crash reporter, can I ask you to send in via support@picotech.com please. This will ensure any issues get in front of the support team.

Kind regards

Ben

[tintoverano]

hi Ben,

thanks for getting back

I'm using the latest Ventura on a Macbook Pro 2019 (8 core, 32GB RAM)

there's no crash report, pico hangs with the beach ball rolling and Finder is not responding either

it happened on the current and the prev early access releases as well

thank you

[ben.martins]

Thanks for confirming zoltán.

Does you Macbook have an Intel or Apple processor?

Are you able to take a screen recording of the issue? This way I can pass on to our teams as they are having trouble replicating the concern.

You only mention the early access, does the stable version work OK?

Thank you for your patience.

Kind regards

Ben

[tintoverano]

hi,

intel i9 processor

there's not much to screen record, beachball is rolling and Finder doesn't open

here're the step (very latest early access):

1. open picoscope
2. select demo mode
3. open file from the list
4. picoscope show the open dialog, but nothing happens
5. Finder stops working

thanks

[ben.martins]

Hi zoltán,

Thanks again for the information as it all helps to build the picture.

I've been asked by the software team if they could have the files you are attempting to open which results in the finder stopping as they haven't been able to replicate the problem you are seeing.

There is a slight issue with the attachments on the forum at the moment which the web team are looking into. Could I ask you send in via support@picotech.com and put my name on the email so it will come through to me.

They're also asking if there is a trace file you could send on as well. This is a session file that is stored when the software closes.

Open a terminal window and change to the .local/share/Pico Technology folder

Code: Select all

cd .local/share/Pico\ Technology

then type:

Code: Select all

cd 260a68f1-c314-451b-830f-0a5e01d65514

Next all you need to do is copy the trace.xml file to your Documents folder:

Code: Select all

cp trace.xml ~/Documents/

and press Enter - this will copy the file to your Documents folder which you can find using Finder.

If you could get this over to us then I can pass onto the team for further testing.

Kind regards

Ben

[tintoverano]

hi Ben,

I will send all later today

- the file itself didn't matter
- the drive was a read-only one where the file is kept and already opened once
- I'm trying to open it again from the list in pico, when the anomaly happens

thanks!

[ben.martins]

Hi zoltán,

If we can have a file from your PC then this keeps things the same, as much as we can, when trying to replicate the issue.

I've been provide with an additional way to find the trace file.

1. In Finder, from the top menu click Go > Home
2. Press Command-Shift-. to show hidden files (if they haven’t already done previously)
3. If they then click the greyed out “.local” folder
4. Click “share” then “Pico Technology”
5. Open the folder that has loads of letters and numbers and begins with “a”
6. There should hopefully be a “Report_yyyy_mm_dd.zip” file or trace.xml file they can send (note that the trace.xml needs to be sent immediately after the crash or it will overwrite with fresh data on next successful launch)

Let me know when you've had a chance to send it through and I'll look out for it on the support desk tickets.

Kind regards

Ben