Getting help in Aus
Bough and downloaded Elements and premiere. Premiere will not load.
Here is the error. Has anyone actually managed to contact this company after they have get your money ???
Any ideas - I have re-started machine twice now. Clearly that piece of advice was not much good.
I have a macbook pro running on SnowLeopard I think.
The oterh two items installed ok...
If anyone can help, I would appreciate it. Thank you.
Exit Code: 7
-------------------------------------- Summary --------------------------------------
- 0 fatal error(s), 8 error(s), 7 warning(s)
WARNING: DW031: Payload:{3F023875-4A52-4605-9DB6-A88D4A813E8D} Camera Profiles Installer 6.0.0.0 has been updated and has been selected for repair. The patch {FEA75AFB-4905-43BB-B1D5-5B44D681BFE7} Camera Profiles Installer_6.4_AdobeCameraRawProfile6.0All 6.4.0.0 will be uninstalled now.
WARNING: DW031: Payload:{3F023875-4A52-4605-9DB6-A88D4A813E8D} Camera Profiles Installer 6.0.0.0 has been updated and has been selected for repair. The patch {FEA75AFB-4905-43BB-B1D5-5B44D681BFE7} Camera Profiles Installer_6.4_AdobeCameraRawProfile6.0All 6.4.0.0 will be uninstalled now.
----------- Payload: {68FE2517-2E45-4B03-8241-D0634F43878B} Smartsound1 1.0.0.0 -----------
ERROR: DW006: Apple Package failed to install successfully.
WARNING: DW036: Payload cannot be installed due to dependent operation failure
WARNING: DW036: Payload cannot be installed due to dependent operation failure
WARNING: DW036: Payload cannot be installed due to dependent operation failure
WARNING: DW036: Payload cannot be installed due to dependent operation failure
WARNING: DW036: Payload cannot be installed due to dependent operation failure
ERROR: DW050: The following payload errors were found during install:
ERROR: DW050: - Smartsound3: Install failed
ERROR: DW050: - Photoshop Camera Raw for Elements 10: Install failed
ERROR: DW050: - Smartsound1: Install failed
ERROR: DW050: - Adobe Premiere Elements 10: Failed due to Language Pack installation failure
ERROR: DW050: - Adobe Premiere Elements 10_LangPacken_US: Install failed
ERROR: DW050: - Smartsound2: Install failed
Sorry to clarify, I am in Austrlia, and apparently Adobe support doesn't reach that far...
If only someone would invent a palce we could all communicate on no mater where we are in the world. No wait a minute, hang on....
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About (not) getting help for Design Premium CS4 [very long post]
If what i've heard on numerous occasions is true, and I really hope it is, Adobe spends a lot time, energy, emotion and effort on their Customer support system. In an effort to provide a bit of insight "from the trenches" I've spent the last hour sifting through Adobe's website trying to find an email where I could send a bit of critique regarding the quality of Adobe's Tech Support and I've come to the conclusion that these forums are a paying customer's only outlet. As part of my job training, I take a lot of notes whenever anything gets done over the phone. This then is a full transcript of the arduous process I had to go through in order to try and fix the infamous "licence has expired" issue. I'm not necessarily looking for feedback, I just want somebody at Adobe to see this and realise how much money is being wasted on a very dysfunctional "Support Service".
Adobe tech support notes:
How can the ball be dropped to this extent?
Friday, April 2nd
10:00 Installed the suite on the office's new design computer after using the trial editions until they expired. None of the programs in the suite will run because the licence is "expired".
11:30 Not knowing if it might somehow be related to there being leftover files from the trial editions (which I didn't uninstall) I uninstall everything and install again.
13:10 I receive the same error message. Tech support principally led to a waste of a day due to the way that Adobe's databases seem to catalogue customers. According to Jay Lopez, our suite wasn't registered to my boss (Doc) it was registered to Ken Schoepp, who hasn't worked here in about 8 years, since he was one of the earlier names connected to this address. It took about 2 hours and 2 transfers to figure this out.
15:30 I finally get transferred to tech support.
15:51 TS answers.
It takes 2 hours to assess what the problem is and suggest that I should do a full uninstall and reinstall of the suite, regardless of the fact that I did that before calling TS. 2nd installation fails to solve the problem whereby the suite won't load up (as expected). I'm given some instructions as to what files to remove that may contain registration information and could possibly prevent the program from running. Tech support hangs up as their shift is soon over but they assure me that this thrid installation of the day should fix the problem. To speed up the installation I copy the files onto the HDD.
17:15 For some unknown reason, Setup.exe crashes crashes at about 65% of initialisation. That's right, the installer can't even run!
Tuesday, April 6th
8:37 Calling TS
8:45 Don answers
8:51 Get informed that I was somehow routed to CS instead of TS. The case id I provided requires solutions that he can't provide, Don will transfer the call to TS.
8:53 Jitesh gives me a new case id before putting me on hold as he reads the case file.
9:05 Informs me that since my call deals with an installation issue I need to be transferred to another department. In response to my comment that I've already been misrouted twice today Jitesh says he will contact the department personally in order to transfer me more quickly as I'm already in their service.
9:13 Just before hanging up Jitesh mentions that there are only 12 calls ahead of me in the queue.
9:19 Rohan Subba answers. After reading the file he asks if I would accept sharing my desktop in order for him to look at the root of the issue using Acrobat Pro Meeting.
9:26 With files installed, logging in to "adobesupport.na5.acrobat.com" as guest.
As things are not working as expected, Rohan places me on hold as he goes to look up solutions.
9:31 Back from checking resources, try them out, still don't have access to some files due to lack of permissions.
9:36 Comes back with instructions on how to setup the Windows7 super admin account which should give me full access to the locked out files.
9:42 Logged in as admin. More hair pulling as we try to configure the permissions properly.
10:02 File sharing finally works and he downloads the installation log files. As we attempt to change permissions to access other files I ask why it is has taken 13 hours of TS and 4 techs before someone suggests using Adobe Connect Pro Meeting since it seems like a great way to gain access to files. Rohan's answer: Due to the solution chain, TS had to try other options before going for the ACPM.
Over the next hour we try various things to get rid of the files that are blocking the re-installation of Premium Suite. I'm instructed to download the "Windows Installer Cleanup Utility" and "adobeCS3cleanscript" even though I'm running CS4. The trial versions I was using were also CS4. I'm assured that the CS3script works just fine for CS4 removal. It gets run with option 1, once, and twice with option 2, rebooting between each pass.
11:01 Realisation sets in. "I'm sorry, I cannot resolve this issue and I will escalate your call to Tier 2 TS". Initially he asks if Thursday is good for the follow-up call but I inform that I will not be there on that day and that I am the only one at the office who can handle these types of technical calls.
11:05 Comes back on the line and informs me that T2 TS will contact me on Friday.
Spent the remainder of the day reading online, chasing possible solutions. Found out about a hidden option 3 for Cleanscript, run it twice, still no improvement. Having been shown the location of the installation log I sift through it and research 1) where each of the offending registry key is, 2) how to change permissions to the offending keys so I can delete them. Thanks to google and other people who've had the same issues I'm having and followed by blogging about it.
In total, 22 registry keys blocked the installation. Because each key would cause the installer to lock up and quit It took 6 hours to run the installer 22 times until it crashed in order to find and eliminate each one. When they were all taken care of, only 4 Premium suite modules wouldn't install: Flash, Flash Player, Acrobat and Air.
Progress at last.
Thursday, April 8th
Mesum, a resolution specialist, calls work asking to speak to Doc about our case. According to him there is no mention of a contact person (me) or a date for a call back. When asked probing questions about these discrepencies Mesum says that seeing as how Adobe TS are trained to exacting standards and that note taking is a very important part of the job there is no way that this break down happened on their end. If the information my boss is referring to is "not in the file" then it MUST be false. The obvious answer, according to Mesum, is that whoever made the appointment with Adobe didn't take down good notes. As a T2 specialist he "...makes it a point to always return the call at the arranged time". I don't have the notes regarding everything that was said that day but from talking to Doc on the following day I gather that Mesum made other comments to bring into doubt the quality of Aararat's (the company I work for) training, their note taking skills and the quality of their employees. Not once did he take any hint of responsibility for the communication screw-up. Mesum will be calling me back on the Friday (as was originally written down in our file) and provides a new case id before hanging up.
Friday, April 9th
12:01 Mesum call and wastes no time in trying to resolve the issue. I inform of the progress I made yesterday (independently).
12:08 Error :2 shows up again. Instructs me to clear the temp folder, the cache and to verify that the print spooler service is enabled. It is.
12:21 While the system is rebooting, Mesum mentions that the "very detailed conversation" he had the previous day and asks if I have been briefed about it. I explain that I have been briefed (neglecting to mention that I am the one who made the appointment and took copious notes about all my TS conversations, including this one) and that I hoping to get this issue resolved once and for all. Mesum makes a grandstanding comment about how "he makes it a point to always return the call at the arranged time as these calls are very important and it is crucial that they get resolved". He then goes on about the lenghts Adobe has gone to in order to create a support chain to make sure that if an issue is unresolved on either end of the chain, that this lack of resolution can be tracked down.
Error:2 indicates that we are still having registry blockage issues. In response to my question whether there might be a full list of the registry keys that Adobe Premium suite injects during an installation Mesum responds that techs have been given very strict and specific instructions about tampering with the windows registry (which is odd considering 3 days prior a tech dove right into registry editing) he proposes that I instead uninstall Flash, Flash player and Adobe Air.
13:07 Since the uninstaller won't run for just the 3 modules, Mesum asks that I uninstall everything once again. I am then to only start by installing Acrobat first, and only Acrobat, before installing the rest of the suite. Because this process will take a long time and Mesum has other calls to make he leaves me to this numberless installation being fairly certain that this will solve the issue. He adds that such problems are very frequent with Acrobat. Should his proposed course of action not solve the issue I can type up a follow-up response by going to www.adobe.com/go/supportportal. I am to expect a follow-up call on Monday.
13:22 Because I was really not looking forward to going through another round of uninstalling and reinstalling, I attempt to run flash one last time prior to starting the cycle. Run into error:5
reboot
13:29 Error:5 again. Time to uninstall once more.
13:35 Error while uninstalling. Nothing to do but click continue and see how it goes.
13:53 Uninstall finished with problems, running it again. Adobe Sing is still showing as an installed component.
13:55 Uninstall with errors. Flash Plug-in will not uninstall. Running Uninstaller again.
13:59 Uninstaller fails again. Decide to go and manually delete files and folders inspecting each one by one.
Spent the rest of the afternoon going through the install logs like I did on April 6th, unlocking ownership and deleting corrupted keys one at a time.
18:08 The whole Suite finally installs except for Flash and Indesign.
18:47 After hunting down more keys, the installer completes with errors but at least all the programs are installed. Acrobat, Air, Flash plug-in are still not installed properly.
Monday, April 12th
8:20 Call tech support
While on hold I try to find my ticket on the support portal using the case id's I've been given. None of them show up on the system. Basically, I'm stuck to using phone support.
9:23 TS answers. Sanjay
9:28 After Sanjay has verified the case id, I provide him with an update to the file regarding what I've done since I hung up on Friday, describing the new issues.
9:34 Placed on hold
9:42 Comes back and explains that this issue will require more consultation with his seniors. To make sure that he looks up the right issue I repeat the exact problem I would like him to research. Three times he repeats the information back to me just a little differently. Finally on the 4th repetition of the problem I'd like addressed he "gets it" and thanks me for "providing that pertinent information".
What I don't understand is that I repeated the same information that he repeated back to me 4 times before he seemed to understand what his notes told him he should be researching. From the heaviness of his accent I suspect that their was a bit of language barrier here.
9:48 Places me on hold
9:59 Comes back with a possible solution.
10:08 As his solution requires me to delete files I don't have access to due to lack of permissions, his solution can't be applied. He places me on hold.
10:11 Comes back, with another possible solution.
10:17 Still not working. I ask how I can change administrator settings for specific files and he needs to go check articles again. Shouldn't this type of knowledge just come off the top of his head if he's in TS? Sanjay just walks away at this point, not asking to put me on hold nor placing the call on hold. I can hear conversations in the background the whole time.
10:24 Comes back, thanking for staying on hold (even though I wasn't). This time he asks me to look for specific adobe folders. I can't delete them because I'm supposedly not an administrator, even though I'm logged in using the enabled super-admin account. He tells me I need to type a very specific command at the command prompt to reset the admin account. I thought that's what he was going to research the last time he left so I ask what I have to type at the command line to do this. Sanjay doesn't and asks if he can put me on hold again. I politely and calmly answer that no, I don't want to be put on hold. Every time I've asked him a question he's had to go in order to talk to his seniors (as he calls them). If possible, why not escalate my call and put me in touch with one of these seniors or a manager in order to minimise the amount of time I will be placed on hold. He puts me on hold.
10:34 Ashima comes on the line. Unlike Sanjay, she sounds confident and authorative.
10:44 After discussing what I'm trying to do she informs that not being able to delete files and folders is a Windows issue, not an Adobe issue. Even after I mention that a previous tech had helped me solve a similar problem in the previous week and try to reason that since it's Adobe uninstaller that caused this issue she sticks to her claim that it's a Windows issue and that she cannot help me resolve the issue. I am to contact Microsoft tech support in order to get help with this issue.
12:17 Call Microsoft technical support
12:23 Jacqueline answers. I describe the problem I'm having with managing permissions in Windows 7 and that I've been told that I resetting the admin account should solve this problem. She seems to agree and asks for my Windows serial number before we can start working on the issue. Upon finding out that I have an OEM version of Windows, Jacqueline informs me that I have 2 options: look online or pay 59$ per call on credit card for support as free support is not provided to OEM licences since they are typically only installed by resellers and assumed to be serviced by them. Sadly, this is not my case.
12:31 Having repeated my options back to Jacqueline to make sure I understood her correctly I inform her that I will terminate the call since I will not be paying for paying and therefore will go online for help. She sounds surprised at how quickly I made my decision, wishes me good luck and the call is ended.
13:30 Started researching a solution. I find what I need to know and apply it, managing to reclaim ownership of the files and folders. Run the installer again and everything installs now except for the Acrobat, Air and Flash plug-in.
Tuesday, April 13
15:30 Since I haven't received a call back from Mesum I try to find our case information on the Adobe Support Portal. I figure that Mesum probably needed me to contact him prior to today in order to confirm whether the solution worked or not. Logging in with the email address we used to register our software and log our support calls is unsuccessful. Either the password is wrong or the email is not active. Seeing as we have 2 other office emails with which Adobe products have been registered over the years I log on with them to see if we have pending cases on either of them. negative. Just to test something out I attempt logging in to the original email from another computer. While I can't log in I no longer get the message that the email isn't related to an active customer account, just that the password is wrong. Resetting password. Still can't login.
16:06 Starting LiveChat with Adobe to see if they can help. On hold.
16:12 Connected. explain the situation.
16:19 Says the password is reset from their side. Try it and doesn't work.
16:22 I tell Live Chat the reset didn't work, and wait for response.
16:29 He assures me it's been reset and that I should try again.
16:30 Try it to connect via two other computers. Fail. Inform him again. Wait.
16:36 Informs me I will need to call Phone Support. I ask if he can connect me.
16:38 No, he cannot connect me. There is no Live Chat Tech Support. Due to the amount of lag between responses I ask if how many chat sessions he works on at the same time.
16:41 Answer: three at a time.
16:45 Finish typing comment and suggestion about possibly reducing that number because the amount of lag time for simple requests is just too much.
16:46 Final response and goodbye.
16:47 Call Phone Support
16:50 Jerry in the Philippines. I explain the issues I've been having with our account and the failure to reset the password. Jerry puts a note in the file and that he'll look into it.
16:58 Puts me on hold as he goes to explore.
17:01 Comes back, can't see any issues. Asks me for permission to logon to the client account by using our email and password. I accept. He logs on and sees that there are in fact no pending cases that show up in our client account, even though we have multiple concurrent case id's showing on his side. He says he'll look into it.
17:07 Client login issue is unresolved but at least I'm getting transferred to TS.
17:23 Panpaj answers. I explain the situation and provide case id.
17:38 He provides a new case id. I have to describe the whole case history.
17:46 On hold.
17:52 Turns out I was transferred to the Acrobat specific TS. Seeing as how my installation problems aren't dealing specifically with Acrobat he can't help me. He will transfer me to general TS.
18:16 Animesh answers. explain the situation and provide case id.
18:20 Puts me on hold as he reads the file.
18:22 Repeats the problem as described according to the file.
18:30 Puts me on hold as he goes to find articles.
18:36 Asks me to share the desktop. Connecting to connectteam.acrobat.com
18:44 Upload of log file complete, reading over it.
18:48 Sharing screen caps of installation error messages. I've been thoroughly documenting each and every single one. Instructs me to download and AdobeCS4cleanscript. When I explain that I've already used the CS3 version I'm informed that the CS3 version should never be used to try and clean up a CS4 installation since it won't work.
18:56 I'm informed that TS closes at 19:00 and that he won't be able to finish this call. However, if I read article kb 401401 I should find some steps that will solve the issues that I'm experiencing.
19:01 While looking for the article I inform him that I can't access my TS updates on the Support Portal and that in a previous call Phone Support was not able to explain why. Might he have any idea why? He says he'll check it out.
19:05 "That's odd. I'll add this complaint to the file."
Animesh adds that If this knowledge base article does not resolve the issue, I should make sure to call back. He's added a note in the file to automatically escalate my call to Tier3 TS.
"What? There's a T3?" I ask. "Why has it taken 2 weeks to get this call escalated to tier 3?"
He apologizes if this taken so long to be escalated but there are definite checks and procedures that need to be followed before a call can be escalated to Tier 3.
April 15th
11:10 Starting new uninstall of CS4
11:20 Uninstaller error with InDesign.
11:31 Running CS4cleanscript, all options.
11:49 Completed running CS4cleanscript followed by a manual clean-up of remaining folders. Starting a new install.
12:04 Install error with Flash 10 ActiveX.
12:06 Install error with Flash 10 plug-in.
12:37 Installer finished, with errors.
12:53 Test launched every application in the Suite and they seem to be working in spite of the errors. So be it, I'm never calling Adobe TS again.
Questions and suggestions to Adobe
In spite of not having my issue corrected I must say that the politeness of every representative was exemplary.
While I realise software piracy is a big issue, why is it that pirates don't struggle with your DRM system yet legal users do? Either scrap your current DRM and replace it with something that will not cripple a system if an installation goes wrong or change your installers.
Software suites are convenient yes but there are now so many modules that come bundled with the suite that seem utterly pointless because the documentation for them is sorely lacking an "at a glance" explanation of features, benefits and purpose. Adobe Air, Sing, Version Cue and Bridge come to mind. Don't you think cutting down on module bloat would make interoperability an easier thing to manage and maintain?
As a user who has multiple hard drives in his system (one each for the OS, applications and project data) I don't like installers that place files all over my system without my consent. If an installer asks for a destination folder, ALL programs should go into that folder. Files and programs that are shared across the suite for added functionality or registration purposes should ask for a user-specified shared folder (in case there is one) rather than just go into the (assumed) default.
Why is the Support DB's search function so useless? I've tried (and tried, and tried, and tried...) to find useful solution articles but something is just plain wrong with your search algorithms. I've tested this. Pick an article at random, then do a search for it's title. Too often the search engine won't even find it. The only time searches work is if one has the precise number of the article, such as KB 401401.
The amount of checks and procedures required for service escalation needs to be streamlined in order to speed up the process. It took too long to get to the right Tier. By the time I was finally escalated to Tier 3 your support services had eroded all of their credibility.
Practices and procedures (P&P) need to be more uniform. I have one tech telling me to use one version of clean script and claiming it's fine whereas another claims that only the CS4 script would work to resolve my issue. Why is this? What does this reveal about levels of training? There is also large gaps in the knowledge of individual representatives. As should be expected, some representatives knew exactly what to do and how to do it without having to resort to articles every 3 minutes. Others, such as Sanjay, either need to be retrained or let go. His lack of knowledge was thoroughly exasperating.
The case id system needs to be reworded. Over these 2 weeks I was given 4 case id's, none of which ended up showing up in the support portal for follow-up. Furthermore, note taking seems to be a problem because there was a lot of information that just never seemed to make it "in the file".
Why do calls get transferred to the wrong department so often?
In Closing
Due to having more pressing matters to attend to at work and seeing as how I could not afford to spend any more time fixing the harm that was brought on by carrying out the suggested "solutions" I have not called back since April 15th. The suite runs "with quirks" and will stay that way until I rebuild the system because it seems that the only solution that remains regarding the installation woes is to wipe the drive and start from scratch.
Thank you for reading this whole transcript. I hope it helps you improve your customer service experience.
Marc-Andre RenaudThank you for the sympathy and the information about the Adobe.com forum Michael.
I posted here because, to be honest, for a company that's acknowledged their installers and updaters and support needs some work, they seem very determined to obfuscate the means by which users can provide direct feedback to the company. Much like you, I've also noticed a trend in CS5 installations that mirrors the issues that were present in CS4. it's a sad state of affairs.
As for my installation, you are also quite right to say that a clean install would have been a lot faster than what I went through with TS and it was actually my first idea. Before calling TS I'd actually read through the forums and noticed that a large number of users who were faced with my situation had no other choice but to reformat. I was just giving Adobe the benefit of the doubt and wasted 2 and a half weeks through that course of action...
What makes this situation even more frustrating is that the installer failed on a fresh system. It was a custom-built design machine, assembled and configured by myself. The only software that had been installed on it prior to Design Premium was Firefox, an FTP client and the start of my problems, trial versions of various CS4 programs. I used trials just long enough to retire the previous design computer so that I wouldn't contravene the EULA's stipulation of not running more than one instance of software at the same time on different machines. Turns out being honest once again penalised a legal customer.
If there is just thing users should learn from my far from unique tale of failed tech support it's that if you ever run into a problem with the installation, don't bother calling TS, just reformat and start from scratch. It might seem like it'll take longer to get going again, but in actuality, it's the opposite. Reformatting means you'll be up and running in about 1 or 2 days rather than 2 weeks.
Marc -
I got my cracked screen fixed , and ever since my phone has been acting up. Now Im trying to restore it and it wont restore. Also my phone wont work without being on the charger. It just wont disconnect from ITunes Can I get help ASAP
nadiamilan wrote:
I think that is an great idea . But I wanna know if there is anything else i can do besides going all way back to the place i got if fixed at ....
Probably not. -
I am trying to get help with WMPlayer tech support Adobe Reader cant open wmpsupport.htm files why?
i am trying to get help with WMPlayer tech support Adobe Reader cant open wmpsupport.htm files why?
Adobe Reader opens PDF files, nothing else.
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Where am I supposed to get help? 3 months dealing with tech support is NOT working
I have been dealing with an ongoing connection issue for 3 months now and I'm at my wits end with trying to get help. I'm have the same problems others seem to be having here my internet keeps cutting out for a min or two and coming straight back on sometimes it works fine for a week sometimes I can't get online all day. I have spent countless hours on the phone with Verizon over these past three months being transferred from place to place, being hung up on and told multiple times they would "call me back"
I've had three techs come to my house (money out of my paycheck taking off work) and each said the issue isn't at my home, I even spoke with a gentleman at the local dispatch center and he told me the same thing, he also told me when I had a 4th tech scheduled to come "sending another tech won't help we already know the issues isn't at your home so all a tech will do is come check the connection and if its working at that moment close the ticket out"
Each and every time I call I get the exact same process, first they want to send a tech, then I explain that's not going to help, then I spend 15 min trying to get their "supervisor" on the line, each time I'm told "the ticket has been escalated and will be looked into expect a call back in 24-48 hours" each time I either don't get a call or they call and say its fixed just to have issues return a few days later.
I've even managed to get a number to a supposed "supervisor" area that needs a pin number to get thorough, yet even when I call that number I'm dealing with being told they need to send another tech and being told I will get call backs.
I've been told them replacing the modem fixed it, then told them fixing something at the end of my street fixed it, been told they switched me to another server or something Because mine was congested and that fixed it, was told they found another issue and that fixed it..None of these actually did fix it though..SO I've been down right LIED to by Verizon many many times already over this ordeal over the multiple false fixes and the numerous call backs I never got.
No customer should have to spend 20+ hours on the phone (with each call being atleast 1+ hour most of it being on hold) to get a service they are paying for fixed so PLEASE who on earth do I contact to get this actually FIXED???? Because Each time I try to get somebody who is actually a real manager or something on the phone they are NEVER available and each time I ask to speak to somebody who is actually in MY COUNTRY let alone my state I get told its "not possible"
Where I live don't have too many internet options and I'ma bout to have to move to a SLOWER service all Because Verizon has screwed me over for 3 months and refuses to fix a service I have paid for for YEARS.
SO please if any verizon employee sees this or anybody else who knows who/what I need to to please I beg you tell me lol I'm tired of being toyed around...Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution. -
Please help. I cannot get Safari to open. It is saying it quits unexpectedly every time I try. Is it safe to post my crash report to get help? Thank you.
Process:
Safari [226]
Path:
/Users/USER/Desktop/Safari.app/Contents/MacOS/Safari
Identifier:
com.apple.Safari
Version:
5.1.5 (7534.55.3)
Build Info:
WebBrowser-7534055003000000~1
Code Type:
X86-64 (Native)
Parent Process: launchd [112]
Date/Time:
2012-08-16 17:08:29.248 -0400
OS Version:
Mac OS X 10.7.4 (11E53)
Report Version: 9
Interval Since Last Report:
239056 sec
Crashes Since Last Report:
18
Per-App Interval Since Last Report: 336232 sec
Per-App Crashes Since Last Report: 17
Anonymous UUID:
5EE23CEF-A4B0-4643-AD4C-FDD708203D48
Crashed Thread: 0 Dispatch queue: com.apple.main-thread
Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Application Specific Information:
objc[226]: garbage collection is OFF
*** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'Invalid parameter not satisfying: (index >= 0) && (index < [_itemArray count])'
*** First throw call stack:
0 CoreFoundation
0x00007fff83a82f56 __exceptionPreprocess + 198
1 libobjc.A.dylib
0x00007fff85d52d5e objc_exception_throw + 43
2 CoreFoundation
0x00007fff83a82d8a +[NSException raise:format:arguments:] + 106
3 Foundation
0x00007fff85ae071f -[NSAssertionHandler handleFailureInMethod:object:file:lineNumber:description:] + 169
4 AppKit
0x00007fff8c2bdcdf -[NSMenu itemAtIndex:] + 165
5 AppKit
0x00007fff8c2bde38 -[NSMenu removeItemAtIndex:] + 63
6 Safari
0x00000001096abc2e -[AppController awakeFromNib] + 387
7 CoreFoundation
0x00007fff83a79fb1 -[NSObject performSelector:] + 49
8 CoreFoundation
0x00007fff83a79f32 -[NSSet makeObjectsPerformSelector:] + 274
9 AppKit
0x00007fff8c2a59ff -[NSIBObjectData nibInstantiateWithOwner:topLevelObjects:] + 1245
10 AppKit
0x00007fff8c29bf73 loadNib + 322
11 AppKit
0x00007fff8c29b470 +[NSBundle(NSNibLoading) _loadNibFile:nameTable:withZone:ownerBundle:] + 217
12 AppKit
0x00007fff8c29b38b +[NSBundle(NSNibLoading) loadNibFile:externalNameTable:withZone:] + 141
13 AppKit
0x00007fff8c29b2ce +[NSBundle(NSNibLoading) loadNibNamed:owner:] + 364
14 AppKit
0x00007fff8c50c06f NSApplicationMain + 398
15 Safari
0x00000001098ae806 SafariMain + 166
16 Safari
0x0000000109697f24 Safari + 3876
terminate called throwing an exception
abort() called
Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 libsystem_kernel.dylib
0x00007fff88086ce2 __pthread_kill + 10
1 libsystem_c.dylib
0x00007fff85f547d2 pthread_kill + 95
2 libsystem_c.dylib
0x00007fff85f45a7a abort + 143
3 libc++abi.dylib
0x00007fff82a5f7bc abort_message + 214
4 libc++abi.dylib
0x00007fff82a5cfcf default_terminate() + 28
5 libobjc.A.dylib
0x00007fff85d531b9 _objc_terminate + 94
6 libc++abi.dylib
0x00007fff82a5d001 safe_handler_caller(void (*)()) + 11
7 libc++abi.dylib
0x00007fff82a5d05c std::terminate() + 16
8 libc++abi.dylib
0x00007fff82a5e152 __cxa_throw + 114
9 libobjc.A.dylib
0x00007fff85d52e7a objc_exception_throw + 327
10 com.apple.CoreFoundation
0x00007fff83a82d8a +[NSException raise:format:arguments:] + 106
11 com.apple.Foundation
0x00007fff85ae071f -[NSAssertionHandler handleFailureInMethod:object:file:lineNumber:description:] + 169
12 com.apple.AppKit
0x00007fff8c2bdcdf -[NSMenu itemAtIndex:] + 165
13 com.apple.AppKit
0x00007fff8c2bde38 -[NSMenu removeItemAtIndex:] + 63
14 com.apple.Safari.framework
0x00000001096abc2e -[AppController awakeFromNib] + 387
15 com.apple.CoreFoundation
0x00007fff83a79fb1 -[NSObject performSelector:] + 49
16 com.apple.CoreFoundation
0x00007fff83a79f32 -[NSSet makeObjectsPerformSelector:] + 274
17 com.apple.AppKit
0x00007fff8c2a59ff -[NSIBObjectData nibInstantiateWithOwner:topLevelObjects:] + 1245
18 com.apple.AppKit
0x00007fff8c29bf73 loadNib + 322
19 com.apple.AppKit
0x00007fff8c29b470 +[NSBundle(NSNibLoading) _loadNibFile:nameTable:withZone:ownerBundle:] + 217
20 com.apple.AppKit
0x00007fff8c29b38b +[NSBundle(NSNibLoading) loadNibFile:externalNameTable:withZone:] + 141
21 com.apple.AppKit
0x00007fff8c29b2ce +[NSBundle(NSNibLoading) loadNibNamed:owner:] + 364
22 com.apple.AppKit
0x00007fff8c50c06f NSApplicationMain + 398
23 com.apple.Safari.framework
0x00000001098ae806 SafariMain + 166
24 com.apple.Safari
0x0000000109697f24 0x109697000 + 3876
Thread 1:: Dispatch queue: com.apple.libdispatch-manager
0 libsystem_kernel.dylib
0x00007fff880877e6 kevent + 10
1 libdispatch.dylib
0x00007fff831e878a _dispatch_mgr_invoke + 923
2 libdispatch.dylib
0x00007fff831e731a _dispatch_mgr_thread + 54
Thread 2:: Dispatch queue: com.apple.CFURLCACHE_work_queue
0 libsystem_kernel.dylib
0x00007fff880875b6 fsync + 10
1 libsqlite3.dylib
0x00007fff81547e38 unixSync + 72
2 libsqlite3.dylib
0x00007fff81547309 sqlite3PagerCommitPhaseOne + 3545
3 libsqlite3.dylib
0x00007fff8153211e sqlite3BtreeCommitPhaseOne + 478
4 libsqlite3.dylib
0x00007fff81531735 vdbeCommit + 981
5 libsqlite3.dylib
0x00007fff814f455a sqlite3VdbeHalt + 4442
6 libsqlite3.dylib
0x00007fff815261a6 sqlite3VdbeExec + 51958
7 libsqlite3.dylib
0x00007fff81518a5b sqlite3_step + 1883
8 libsqlite3.dylib
0x00007fff814dbfb5 sqlite3_exec + 533
9 com.apple.CFNetwork
0x00007fff8bd7766c __CFURLCache::PostDatabaseOpenPragmaExecute() + 48
10 com.apple.CFNetwork
0x00007fff8bd77542 __CFURLCache::OpenDatabase() + 196
11 com.apple.CFNetwork
0x00007fff8bd77040 ProcessCacheTasks(__CFURLCache*, bool) + 265
12 com.apple.CFNetwork
0x00007fff8bd76a72 _ZL24_CFURLCacheTimerCallbackPv + 662
13 libdispatch.dylib
0x00007fff831e6a86 _dispatch_call_block_and_release + 18
14 libdispatch.dylib
0x00007fff831e82d6 _dispatch_queue_drain + 264
15 libdispatch.dylib
0x00007fff831e8132 _dispatch_queue_invoke + 54
16 libdispatch.dylib
0x00007fff831e792c _dispatch_worker_thread2 + 198
17 libsystem_c.dylib
0x00007fff85f543da _pthread_wqthread + 316
18 libsystem_c.dylib
0x00007fff85f55b85 start_wqthread + 13
Thread 3:
0 libsystem_kernel.dylib
0x00007fff88087192 __workq_kernreturn + 10
1 libsystem_c.dylib
0x00007fff85f54594 _pthread_wqthread + 758
2 libsystem_c.dylib
0x00007fff85f55b85 start_wqthread + 13
Thread 4:: WebCore: IconDatabase
0 libsystem_c.dylib
0x00007fff85f5157f __mtx_droplock + 701
1 libsystem_c.dylib
0x00007fff85f516ab pthread_mutex_unlock + 268
2 libsqlite3.dylib
0x00007fff814fa4c4 purgeableCacheFetch + 164
3 libsqlite3.dylib
0x00007fff814f9ead sqlite3PcacheFetch + 93
4 libsqlite3.dylib
0x00007fff814f9c22 sqlite3PagerAcquire + 194
5 libsqlite3.dylib
0x00007fff81528872 moveToChild + 146
6 libsqlite3.dylib
0x00007fff81536b89 sqlite3BtreeMovetoUnpacked + 761
7 libsqlite3.dylib
0x00007fff8151d38f sqlite3VdbeExec + 15583
8 libsqlite3.dylib
0x00007fff81518a5b sqlite3_step + 1883
9 com.apple.WebCore
0x000000010a755eff WebCore::SQLiteStatement::step() + 63
10 com.apple.WebCore
0x000000010a7566cc WebCore::IconDatabase::performURLImport() + 908
11 com.apple.WebCore
0x000000010a754d3b WebCore::IconDatabase::iconDatabaseSyncThread() + 475
12 com.apple.JavaScriptCore
0x000000010a08d11f _ZN3WTFL19wtfThreadEntryPointEPv + 15
13 libsystem_c.dylib
0x00007fff85f528bf _pthread_start + 335
14 libsystem_c.dylib
0x00007fff85f55b75 thread_start + 13
Thread 5:: CoreAnimation render server
0 libsystem_kernel.dylib
0x00007fff8808567a mach_msg_trap + 10
1 libsystem_kernel.dylib
0x00007fff88084d71 mach_msg + 73
2 com.apple.QuartzCore
0x00007fff886bf2d9 CA::Render::Server::server_thread(void*) + 184
3 com.apple.QuartzCore
0x00007fff886bf219 thread_fun + 24
4 libsystem_c.dylib
0x00007fff85f528bf _pthread_start + 335
5 libsystem_c.dylib
0x00007fff85f55b75 thread_start + 13
Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x0000000000000000 rbx: 0x0000000000000006 rcx: 0x00007fff692953e8 rdx: 0x0000000000000000
rdi: 0x000000000000060b rsi: 0x0000000000000006 rbp: 0x00007fff69295410 rsp: 0x00007fff692953e8
r8: 0x00007fff713b7fb8 r9: 0x00007fff69294e78 r10: 0x00007fff88086d0a r11: 0xffffff80002da8d0
r12: 0x00007fd331455c20 r13: 0x000000000000000f r14: 0x00007fff713ba960 r15: 0x00007fff69295560
rip: 0x00007fff88086ce2 rfl: 0x0000000000000246 cr2: 0x00007fd331880ffe
Logical CPU: 0
Binary Images:
0x109697000 -
0x109697fff com.apple.Safari (5.1.5 - 7534.55.3) <059294EC-BA41-3E41-B05D-7547E3865AFD> /Users/USER/Desktop/Safari.app/Contents/MacOS/Safari
0x10969f000 -
0x109b39ff7 com.apple.Safari.framework (7536 - 7536.25) <C95F0D4E-6984-3D2F-B0BA-5D12A164EAC8> /System/Library/StagedFrameworks/Safari/Safari.framework/Safari
0x109e5a000 -
0x10a0e9fff com.apple.JavaScriptCore (7536 - 7536.24) <C613502E-BC98-3269-A25C-4BDB2D87590B> /System/Library/StagedFrameworks/Safari/JavaScriptCore.framework/JavaScriptCore
0x10a19c000 -
0x10a31eff7 com.apple.WebKit (7536 - 7536.25) <8D171955-A1CA-31AA-B701-B9D4F760B10B> /System/Library/StagedFrameworks/Safari/WebKit.framework/WebKit
0x10a412000 -
0x10a5ebfff com.apple.WebKit2 (7536 - 7536.25) <15991DAF-D0C9-3D65-A96B-AF7428ADCC4E> /System/Library/StagedFrameworks/Safari/WebKit2.framework/WebKit2
0x10a751000 -
0x10b6f6ff7 com.apple.WebCore (7536 - 7536.24) <F2C26660-05D7-34A7-9158-9C3D21BEB32F> /System/Library/StagedFrameworks/Safari/WebCore.framework/WebCore
0x7fff69297000 -
0x7fff692cbbaf dyld (195.6 - ???) <0CD1B35B-A28F-32DA-B72E-452EAD609613> /usr/lib/dyld
0x7fff80a08000 -
0x7fff80a42fe7 com.apple.DebugSymbols (2.1 - 87) <ED2B177C-4146-3715-91DF-D99A8ED5449A> /System/Library/PrivateFrameworks/DebugSymbols.framework/Versions/A/DebugSymbol s
0x7fff80a43000 -
0x7fff80b4ffff libcrypto.0.9.8.dylib (44.0.0 - compatibility 0.9.8) <3A8E1F89-5E26-3C8B-B538-81F5D61DBF8A> /usr/lib/libcrypto.0.9.8.dylib
0x7fff80bd8000 -
0x7fff80bd9fff libDiagnosticMessagesClient.dylib (??? - ???) <3DCF577B-F126-302B-BCE2-4DB9A95B8598> /usr/lib/libDiagnosticMessagesClient.dylib
0x7fff80bda000 -
0x7fff80be3ff7 libsystem_notify.dylib (80.1.0 - compatibility 1.0.0) <A4D651E3-D1C6-3934-AD49-7A104FD14596> /usr/lib/system/libsystem_notify.dylib
0x7fff80be4000 -
0x7fff80be4fff com.apple.Accelerate.vecLib (3.7 - vecLib 3.7) <C06A140F-6114-3B8B-B080-E509303145B8> /System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vecLib.fr amework/Versions/A/vecLib
0x7fff80be5000 -
0x7fff80beafff libcompiler_rt.dylib (6.0.0 - compatibility 1.0.0) <98ECD5F6-E85C-32A5-98CD-8911230CB66A> /usr/lib/system/libcompiler_rt.dylib
0x7fff80beb000 -
0x7fff80c70ff7 com.apple.Heimdal (2.2 - 2.0) <FF0BD9A4-6FB0-31E3-ABFB-563FBBEC45FC> /System/Library/PrivateFrameworks/Heimdal.framework/Versions/A/Heimdal
0x7fff80f65000 -
0x7fff81044ff7 com.apple.ImageIO.framework (3.1.2 - 3.1.2) <FFA7532B-336A-3F0B-9AB9-2A35B56ED887> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ ImageIO.framework/Versions/A/ImageIO
0x7fff8134f000 -
0x7fff81356fff com.apple.NetFS (4.0 - 4.0) <433EEE54-E383-3505-9154-45B909FD3AF0> /System/Library/Frameworks/NetFS.framework/Versions/A/NetFS
0x7fff81357000 -
0x7fff81358ff7 libsystem_blocks.dylib (53.0.0 - compatibility 1.0.0) <8BCA214A-8992-34B2-A8B9-B74DEACA1869> /usr/lib/system/libsystem_blocks.dylib
0x7fff81359000 -
0x7fff8135cff7 com.apple.securityhi (4.0 - 1) <7146CB8E-B754-3B0E-A74E-77E9138A81C5> /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/SecurityHI.fr amework/Versions/A/SecurityHI
0x7fff81360000 -
0x7fff81380fff libPng.dylib (??? - ???) <F4D84592-C450-3076-88E9-8E6517C7EF33> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ ImageIO.framework/Versions/A/Resources/libPng.dylib
0x7fff8138c000 -
0x7fff813a1fff com.apple.speech.synthesis.framework (4.0.74 - 4.0.74) <C061ECBB-7061-3A43-8A18-90633F943295> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ SpeechSynthesis.framework/Versions/A/SpeechSynthesis
0x7fff813a2000 -
0x7fff813b0ff7 libkxld.dylib (??? - ???) <C2FC894F-3716-32C3-967E-6AD5E2697045> /usr/lib/system/libkxld.dylib
0x7fff813b1000 -
0x7fff813e1ff7 com.apple.DictionaryServices (1.2.1 - 158.2) <3FC86118-7553-38F7-8916-B329D2E94476> /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/Diction aryServices.framework/Versions/A/DictionaryServices
0x7fff81427000 -
0x7fff81437ff7 com.apple.opengl (1.7.7 - 1.7.7) <0CA11278-746C-353A-923B-BCC0047190C3> /System/Library/Frameworks/OpenGL.framework/Versions/A/OpenGL
0x7fff814cb000 -
0x7fff814d0fff libpam.2.dylib (3.0.0 - compatibility 3.0.0) <D952F17B-200A-3A23-B9B2-7C1F7AC19189> /usr/lib/libpam.2.dylib
0x7fff814d1000 -
0x7fff815d8fe7 libsqlite3.dylib (9.6.0 - compatibility 9.0.0) <EE02BB01-64C9-304D-9719-A35F5CD6D04C> /usr/lib/libsqlite3.dylib
0x7fff815f5000 -
0x7fff81635fff libtidy.A.dylib (??? - ???) <E500CDB9-C010-3B1A-B995-774EE64F39BE> /usr/lib/libtidy.A.dylib
0x7fff81636000 -
0x7fff81645fff libxar.1.dylib (??? - ???) <58B07AA0-BC12-36E3-94FC-C252719A1BDF> /usr/lib/libxar.1.dylib
0x7fff8280e000 -
0x7fff82814fff libmacho.dylib (800.0.0 - compatibility 1.0.0) <165514D7-1BFA-38EF-A151-676DCD21FB64> /usr/lib/system/libmacho.dylib
0x7fff82828000 -
0x7fff8282ffff libcopyfile.dylib (85.1.0 - compatibility 1.0.0) <0AB51EE2-E914-358C-AC19-47BC024BDAE7> /usr/lib/system/libcopyfile.dylib
0x7fff82830000 -
0x7fff82925fff libiconv.2.dylib (7.0.0 - compatibility 7.0.0) <5C40E880-0706-378F-B864-3C2BD922D926> /usr/lib/libiconv.2.dylib
0x7fff82926000 -
0x7fff82938ff7 libbsm.0.dylib (??? - ???) <349BB16F-75FA-363F-8D98-7A9C3FA90A0D> /usr/lib/libbsm.0.dylib
0x7fff82939000 -
0x7fff82956ff7 com.apple.openscripting (1.3.3 - ???) <BDCCCBA9-F440-30BD-8378-FAB5AF685A5D> /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/OpenScripting .framework/Versions/A/OpenScripting
0x7fff82a4b000 -
0x7fff82a56fff com.apple.CommonAuth (2.2 - 2.0) <77E6F0D0-85B6-30B5-B99C-F57104DD2EBA> /System/Library/PrivateFrameworks/CommonAuth.framework/Versions/A/CommonAuth
0x7fff82a57000 -
0x7fff82a62ff7 libc++abi.dylib (14.0.0 - compatibility 1.0.0) <8FF3D766-D678-36F6-84AC-423C878E6D14> /usr/lib/libc++abi.dylib
0x7fff82a63000 -
0x7fff82a87fff com.apple.Kerberos (1.0 - 1) <1F826BCE-DA8F-381D-9C4C-A36AA0EA1CB9> /System/Library/Frameworks/Kerberos.framework/Versions/A/Kerberos
0x7fff82a88000 -
0x7fff82da4fff com.apple.CoreServices.CarbonCore (960.24 - 960.24) <6F99A26B-788F-37B9-860F-508906EC06D7> /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/CarbonC ore.framework/Versions/A/CarbonCore
0x7fff82e2d000 -
0x7fff82e40ff7 libCRFSuite.dylib (??? - ???) <0B76941F-218E-30C8-B6DE-E15919F8DBEB> /usr/lib/libCRFSuite.dylib
0x7fff82e41000 -
0x7fff82e4bff7 liblaunch.dylib (392.38.0 - compatibility 1.0.0) <6ECB7F19-B384-32C1-8652-2463C1CF4815> /usr/lib/system/liblaunch.dylib
0x7fff82e7a000 -
0x7fff82e7eff7 com.apple.CommonPanels (1.2.5 - 94) <37C6540B-F8D1-355A-806C-F93D8FB522AB> /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/CommonPanels. framework/Versions/A/CommonPanels
0x7fff82e7f000 -
0x7fff82eacfe7 libSystem.B.dylib (159.1.0 - compatibility 1.0.0) <7BEBB139-50BB-3112-947A-F4AA168F991C> /usr/lib/libSystem.B.dylib
0x7fff82ead000 -
0x7fff82fb2fff libFontParser.dylib (??? - ???) <759645F2-8CB1-358C-AF41-BA3797CD0F60> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ ATS.framework/Versions/A/Resources/libFontParser.dylib
0x7fff82fb3000 -
0x7fff82fb3fff com.apple.ApplicationServices (41 - 41) <89B6AD5B-5C75-3E83-8C2B-AA7F4C55E400> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Application Services
0x7fff82fb4000 -
0x7fff8304aff7 libvMisc.dylib (325.4.0 - compatibility 1.0.0) <642D8D54-F9F5-3FBB-A96C-EEFE94C6278B> /System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vecLib.fr amework/Versions/A/libvMisc.dylib
0x7fff8304b000 -
0x7fff83067ff7 com.apple.GenerationalStorage (1.0 - 126.1) <509F52ED-E54B-3FEF-B3C2-759387B826E6> /System/Library/PrivateFrameworks/GenerationalStorage.framework/Versions/A/Gene rationalStorage
0x7fff83068000 -
0x7fff83068fff com.apple.Accelerate (1.7 - Accelerate 1.7) <82DDF6F5-FBC3-323D-B71D-CF7ABC5CF568> /System/Library/Frameworks/Accelerate.framework/Versions/A/Accelerate
0x7fff8311e000 -
0x7fff8311ffff liblangid.dylib (??? - ???) <CACBE3C3-2F7B-3EED-B50E-EDB73F473B77> /usr/lib/liblangid.dylib
0x7fff83133000 -
0x7fff83195ff7 com.apple.Symbolication (1.3 - 91) <B072970E-9EC1-3495-A1FA-D344C6E74A13> /System/Library/PrivateFrameworks/Symbolication.framework/Versions/A/Symbolicat ion
0x7fff831d4000 -
0x7fff831dcfff libsystem_dnssd.dylib (??? - ???) <D9BB1F87-A42B-3CBC-9DC2-FC07FCEF0016> /usr/lib/system/libsystem_dnssd.dylib
0x7fff831dd000 -
0x7fff831e4ff7 com.apple.CommerceCore (1.0 - 17) <3894FE48-EDCE-30E9-9796-E2F959D92704> /System/Library/PrivateFrameworks/CommerceKit.framework/Versions/A/Frameworks/C ommerceCore.framework/Versions/A/CommerceCore
0x7fff831e5000 -
0x7fff831f3fff libdispatch.dylib (187.9.0 - compatibility 1.0.0) <1D5BE322-A9B9-3BCE-8FAC-076FB07CF54A> /usr/lib/system/libdispatch.dylib
0x7fff831f4000 -
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0x7fff8c266fff libdyld.dylib (195.5.0 - compatibility 1.0.0) <380C3F44-0CA7-3514-8080-46D1C9DF4FCD> /usr/lib/system/libdyld.dylib
0x7fff8c26e000 -
0x7fff8c270fff com.apple.TrustEvaluationAgent (2.0 - 1) <1F31CAFF-C1C6-33D3-94E9-11B721761DDF> /System/Library/PrivateFrameworks/TrustEvaluationAgent.framework/Versions/A/Tru stEvaluationAgent
0x7fff8c278000 -
0x7fff8c286fff com.apple.NetAuth (3.1 - 3.1) <FE7EC4D7-5632-3B8D-9094-A0AC8D60EDEE> /System/Library/PrivateFrameworks/NetAuth.framework/Versions/A/NetAuth
0x7fff8c28b000 -
0x7fff8ce91ff7 com.apple.AppKit (6.7.3 - 1138.47) <CAF5783F-F80B-30E7-929F-BBA6D96C5C44> /System/Library/Frameworks/AppKit.framework/Versions/C/AppKit
0x7fff8ce92000 -
0x7fff8cf2cff7 com.apple.SearchKit (1.4.0 - 1.4.0) <4E70C394-773E-3A4B-A93C-59A88ABA9509> /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/SearchK it.framework/Versions/A/SearchKit
0x7fff8cf2d000 -
0x7fff8cf2dfff com.apple.vecLib (3.7 - vecLib 3.7) <9A58105C-B36E-35B5-812C-4ED693F2618F> /System/Library/Frameworks/vecLib.framework/Versions/A/vecLib
0x7fff8cfd9000 -
0x7fff8d2c2ff7 com.apple.security (7.0 - 55148.1) <E9C46204-1336-3D90-BC67-5162FC7079D2> /System/Library/Frameworks/Security.framework/Versions/A/Security
0x7fff8d2c3000 -
0x7fff8d2eeff7 libxslt.1.dylib (3.24.0 - compatibility 3.0.0) <E71220D3-8015-38EC-B97D-7FDB383C2BDC> /usr/lib/libxslt.1.dylib
0x7fff8d2f4000 -
0x7fff8d350ff7 com.apple.HIServices (1.21 - ???) <9645CFA8-63BE-3A0D-A636-56D9827E6C8C> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ HIServices.framework/Versions/A/HIServices
0x7fff8d351000 -
0x7fff8d390ff7 libGLImage.dylib (??? - ???) <49BB4404-68F1-3839-A5C9-983405B59F52> /System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/libGLImage.dyl ib
0x7fff8d39d000 -
0x7fff8d418ff7 com.apple.print.framework.PrintCore (7.1 - 366.3) <C5F39A82-0E77-3AD6-906A-20DD2EE8D374> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ PrintCore.framework/Versions/A/PrintCore
0x7fff8d45e000 -
0x7fff8d4c6ff7 com.apple.audio.CoreAudio (4.0.2 - 4.0.2) <DFD8F4DE-3B45-3A2E-9CBE-FD8D5DD30923> /System/Library/Frameworks/CoreAudio.framework/Versions/A/CoreAudio
0x7fff8d556000 -
0x7fff8d575fff libresolv.9.dylib (46.1.0 - compatibility 1.0.0) <0635C52D-DD53-3721-A488-4C6E95607A74> /usr/lib/libresolv.9.dylib
0x7fff8d5fc000 -
0x7fff8da29fff libLAPACK.dylib (??? - ???) <4F2E1055-2207-340B-BB45-E4F16171EE0D> /System/Library/Frameworks/Accelerate.framework/Versions/A/Frameworks/vecLib.fr amework/Versions/A/libLAPACK.dylib
0x7fff8da2a000 -
0x7fff8da2afff libkeymgr.dylib (23.0.0 - compatibility 1.0.0) <61EFED6A-A407-301E-B454-CD18314F0075> /usr/lib/system/libkeymgr.dylib
0x7fff8da2b000 -
0x7fff8da30ff7 libsystem_network.dylib (??? - ???) <5DE7024E-1D2D-34A2-80F4-08326331A75B> /usr/lib/system/libsystem_network.dylib
0x7fff8da31000 -
0x7fff8da36fff com.apple.OpenDirectory (10.7 - 146) <A674AB55-6E3D-39AE-9F9B-9865D0193020> /System/Library/Frameworks/OpenDirectory.framework/Versions/A/OpenDirectory
0x7fff8da37000 -
0x7fff8da72fff libsystem_info.dylib (??? - ???) <35F90252-2AE1-32C5-8D34-782C614D9639> /usr/lib/system/libsystem_info.dylib
External Modification Summary:
Calls made by other processes targeting this process:
task_for_pid: 3
thread_create: 0
thread_set_state: 0
Calls made by this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by all processes on this machine:
task_for_pid: 248
thread_create: 0
thread_set_state: 0
VM Region Summary:
ReadOnly portion of Libraries: Total=185.6M resident=128.2M(69%) swapped_out_or_unallocated=57.4M(31%)
Writable regions: Total=1.0G written=4600K(0%) resident=5764K(1%) swapped_out=0K(0%) unallocated=1.0G(99%)
REGION TYPE
VIRTUAL
===========
=======
CG shared images
96K
CoreServices
1780K
JS JIT generated code
8K
JS JIT generated code (reserved)
1.0G
reserved VM address space (unallocated)
MALLOC
23.1M
MALLOC guard page
48K
SQLite page cache
480K
STACK GUARD
56.0M
Stack
10.5M
VM_ALLOCATE
64K
__CI_BITMAP
80K
__DATA
15.7M
__IMAGE
528K
__LINKEDIT
59.9M
__RC_CAMERAS
248K
__TEXT
125.7M
__UNICODE
544K
mapped file
24.7M
shared memory
312K
===========
=======
TOTAL
1.3G
TOTAL, minus reserved VM space
319.7M
Model: MacBookPro3,1, BootROM MBP31.0070.B07, 2 processors, Intel Core 2 Duo, 2.4 GHz, 4 GB, SMC 1.16f11
Graphics: NVIDIA GeForce 8600M GT, GeForce 8600M GT, PCIe, 256 MB
Memory Module: BANK 0/DIMM0, 2 GB, DDR2 SDRAM, 667 MHz, 0x0000000000000000, 0x4C49464554494D454D454D4F52592E434F4D
Memory Module: BANK 1/DIMM1, 2 GB, DDR2 SDRAM, 667 MHz, 0x0000000000000000, 0x000000000000000000000000000000000000
AirPort: spairport_wireless_card_type_airport_extreme (0x168C, 0x87), Atheros 5416: 2.1.14.9
Bluetooth: Version 4.0.5f11, 2 service, 11 devices, 1 incoming serial ports
Network Service: AirPort, AirPort, en1
PCI Card: pci168c,24, sppci_othernetwork, PCI Slot 5
Serial ATA Device: FUJITSU MHY2200BH, 200.05 GB
Parallel ATA Device: HL-DT-ST DVDRW GSA-S10N
USB Device: Built-in iSight, apple_vendor_id, 0x8502, 0xfd400000 / 2
USB Device: Apple Internal Keyboard / Trackpad, apple_vendor_id, 0x021a, 0x5d200000 / 3
USB Device: IR Receiver, apple_vendor_id, 0x8242, 0x5d100000 / 2
USB Device: Bluetooth USB Host Controller, apple_vendor_id, 0x8205, 0x1a100000 / 2 -
when i tried to reinstall from that option and i entered my apple id it says that i need apple id that was used to purchase lion,
i have no cd for that when i bought it.i am using macbook pro.
i can's use my mac anymore i am using it by clicking on control and key R when i on then i use get help online to get help like now.
i have no back up too.
what can i do in this situaion .Try CMD+R. That will restore the latest version you were running.
-
How & where do you get help with iTunes?
I've read the troubleshooting, and posted here, but no one seems to know enough about iTunes to answer. I can't convert video to an ipod version. I downloaded the sample.mov and tried to convert it, and I get the same result as with any other movie "Error occurred while converting the file "sample_iTunes". The required file cannot be found". I ran Filemon (Filemon monitors and displays file system activity on a system in real-time. Its advanced capabilities make it a powerful tool for exploring the way Windows works, seeing how applications use the files and DLLs, or tracking down problems in system or application file configurations. Filemon`s time stamping feature will show you precisely when every open, read, write or delete, happens, and its status column tells you the outcome) to see what file iTunes wasn't finding.
For some reason it seemed to think that mcicda.dll belongs on the desktop instead of in the system32 folder, so I copied it to desktop, and tried again. Now I still get the same "The required file cannot be found" error. The only problem is that iTunes returns a "success" for every file it searches. My movies & videos remain unconverted.
I understand that this may be beyond most peoples' technical expertise. This forum is users helping users. I tried Apple iTunes troubleshooting. It only covers one or two problems. So where are people to go when they don't have problem #1 or 2? With Windows, I can go to an official XP forum, and get help from certified windows experts. I can even get free email support with some software. But I've seen nothing of the sort from Apple for the iTunes software.
Did I miss it? Does it exist?This has been an enlightening experience. Thanks to the both of you who took the time to answer my apparently difficult question. Katrina S. said that Apple doesn't provide support for the iTunes software because it's a free program. While I could see that if it functioned passively (as with Windows Media Player), iTunes is totally enmeshed with the optimun functioning of the ipod. It was set up to function with the ipod, which is likely why iTunes didn't work with other mp3/media players. Now the music is DRM-free, and can work with other players, but purchased video is still confined to an ipod. Itunes won't even convert the sample_.mov from its own Troubleshooting, let alone video from other sources. If iTunes is supposed to be an integral part of using an ipod, then the malfunctioning of iTunes should be an issue Apple should address. If I Google "Windows Media Player support", the 1st 4 results are from Microsoft, not from a user forum (even though the program is also free). One site even starts with "Start here when Microsoft Windows Media Player is not working how you expected". Wow, that IS support! There's no reason (aside from cheapness? dismissiveness?) that Apple shouldn't step up.
Nonetheless, I will call Apple. Nothing to lose. At worst, I'll have to initially deal with some smug person who will be yet more condescending when he finds out I have a pc and not a mac. Then, after he can't fix the problem, I'll be passed on to the much nicer, more knowledgeable tech support person. This was my experience with Apple support a couple years ago with my 1st ipod. I can go through this again if it helps. I'll let you know.
Pickles1128, I have tried this program (MPEG Streamclip [www.squared5.com])to convert movies/music videos for my ipod nano 4th gen. Now, just the "audio format not supported" excuse appears when ipod won't load the video. But this is the same result I had gotten using Moyea Video Converter. I used MPEG Streamclip with the newest Quicktime, not the Quicktime alternative program mentioned for those without QT. While this program would export the video/audio file, all options involving actually converting the file were grey-ed out and unusable. Sure, I suppose I could separately export the video & audio files in workable formats, then (currently beyond my ability), recombine them. But shouldn't programs work much easier than this? -
IPhone draining - can I get help?
My original question was deleted - I do not know why ... maybe I did use to much uppercase letters in the headline ? Here it is again:
I know there are a lot of discussions around. But to be honest: I really do not want to read them. I remember some sentence of Steve Jobs: "It is just working" - and that is what I am expecting of my iPhone ....
I own an iPhone 4S. It is now about a 1.5 years old and what I learned from apple is that most of your hardware just simply works over the time (my iMac is now 6 years old, a little bit slow, BUT: "It still works"!!). I just updated to iOS6 and ... Unfortunately I have to say: My iPhone does NOT work (as expected!) !!!
I do not do very much with the phone: I read some emails (Push is on), I read some tweets (but the app is basically of), sometimes Facebook, but this is normally also of. Not much phone calls (<=5 a day). What I really do is playing songs from it for 0.5h in the train .. nothing much more. Ok, the basic featurs are turned on: WLAN (but there is no one around me), Bluetooth (again, nothing around me - but when I step into my car I want my iPhone to connect to the Cars telephon - I do not want to turn on BT explicitely), iCloud Support: Yes please! It turned it on, but I do not take any photos during the day, so there is not much of sychronizing .... And by the way: I do not play any games, esp. not any graphic near ones ...
So what do I expect? Well, it should work the whole day....
What does is do? It is DRAINING battery energy: I do not do anything but after one hour is lost5% of energy for nothing. When I step back into the train after a working day of 8 hours and with nothing done extraordenary I only have 20-15% of the battery... and it continues draining!!!!
It is even worse: Sometimes my provider sends me an SMS telling me that I use more than the expected maximum of data in my "flatrate" and now my access is cut. But why and what application did require this ammount of data access they cannot tell me - they are ven not allowed to do by law (they would have to scan my intenet usage ..)
I know there are much questions like this arround and there are even more answers to this ... and some of them might help me...
But do be honest: I do not want to read them nor do I want to try to fix this on my iPhone myself (this remembers me too much to the old Windows days ....).
I only can repeat myself: What I expect is: It should simply work....
As I am also working in the IT I know this is a difficult expectation - there are so many iPhone installations around and you cannot try to help everybody with its special problem....
===>> BUT:
Whould it be so difficult to develop a tool that tells me which process keeps on running and how much of the telephones ressources it uses?
I could think about I nice warning message (popup window) saying: "Your FB app keeps up running for 2 hours and used 20% of your battery. Would you like to cancel the app?" ... THIS is something I would really expect from my iPhone (if it cannot control the resource usage in the background itself).
I just heard from a friend that he stopped using his iPhone because the battery is draining.... Why can't you deal with these issues or provide proper help??
Ok, now I finish with the problems ... Have a nice Xmas in the US!!!
ChristophEh... Nope... You don't get it. He is not talking about "enhancing performance". He is talking about making this thing WORK!
Alcazzar: I'm with You on this. I have the same thing. My iPhone 4S is 1.5 years old. I'm the second owner. The first guy sold it to me saying he doesn't like the battery life. So I'm like - no problem, I'm a battery saver so no biggie for me. I don't keep data channels on so it will last a few days before recharging with me... It didn't...
I don't know if it is because of the 6.0.1, but I have tried almost everything so probably yeah. This phone is so full of EPIC FAIL right now that I'm losing my last nerves here. So here is the situation:
- WiFi - OFF
- BT - OFF
- Local. - OFF
- 3G - OFF
- Push - OFF
- Siri - OFF
- iCloud - OFF
- every other blasted function and application in the background - OFF
...and the phone eats away 4-5% of the battery per hour on stand-by. *double facepalm*
It lasts only a day and needs to be put on charge each and every night. If I'm using it NORMALLY (that is having 3G on, WiFi on, checking mail, facebook, playing some games) I have a feeling of a death clock in the upper right corner - it goes constantly 90... 89... 88... 87... in matter of minutes. THIS IS IDIOTIC! This is my work phone. For my private phone I have a Galaxy SIII (yeah, I like smartphones) and you want to know how much battery he eats? 10% per day on standby!!! That is how I expect it to work! I don't mind losing power when the phone is actually doing something. But 5% on STAND-BY with screen off?!?!?!
I have tried almost everything - hard resets, DFU restore, normal restore, settings reset, shutting down notifications. Seriously everything I could find on anykind of forum. And I'm done... Just done... I'm breaking this thing open and replacing the battery next week, but I doubt it will help since people keep saying this is a 6.0.1 issue. I hope Apple does something with this because this is a joke. This is not Android and simple users can't really get inside this thing and see diagnostics. They can't really get help from other users who can only point them towards Apple manuals (yeah, thanks... like we didn't try that already...) or give there own tech-voodoo advice on how to solve this problem, because noone really can get deeper into this thing.
This is depressing. Apple do something about this, please. -
Just trying to get help in auto lock it is not an options for (never) on 4s or new i pad 2 both are a mirror of each other it seems I have had problems with this phone from day 1 all up dates have been installed. Calling the support line is good if you get someone that is advance and that is not worried about there call time which I may have to do however I do know that this site is great help any help will be appreciated. This is my husband phone and I pad we purchased both phones @ the same time I have his older I pad he was given a new one for work which is the latest HELP please thanks. No problems with my phone or pad.
I have a Dell U3014 as well as a couple of older Dells turned up sideways as "ears".
Other than supplying the desktop "theme" (if you can call a complete lack of style along with a fair bit of inconsistency a "theme"), the OS really shouldn't be causing you to have a washed-out desktop experience. That's more a
matter of your display driver not really doing its job. What video card do you have?
FYI, one of the reasons I like Aero Glass for Win 8.1 (a 3rd party package) is that it allows me to make the desktop more pleasant to use and helps set the client areas (i.e., where work gets done) apart from the window chrome.
From what I can see, the color-management logic in Windows 8.1 is essentially unchanged from what it was in Windows 7. That there has been NO progress in this area is really a disappointment. It's an area where Microsoft has again just stopped
trying to make improvements.
If it's at all interesting to you, here's a screen grab of a REALLY cluttered up desktop. I don't normally work this way; this was an exercise to see how much I could get running. I finally gave up starting more stuff as I grew tired
and it just kept working fine...
http://Noel.ProDigitalSoftware.com/ForumPosts/Win81/BusyDesktop.png
-Noel
Detailed how-to in my eBooks:
Configure The Windows 7 "To Work" Options
Configure The Windows 8 "To Work" Options -
Trying to get help over the phone!
Hi!
How on earth do you get help with a general enquiry by phoning BT? All I get is multiple choices to connect and not one of those multiple choices allow anyone to connect to an operator if the question you have is not included in those multiple choices.
Can anyone help?
This applies to both BB and phone problems!Hi Adyc and Novice,
If you weren't able to get your query sorted though the helpdesk drop me an email at [email protected] with details relating to your query and I'll see what's going on.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’. -
i just restarted my mac then suddenly when it boots,disk utility came and says different option like repair disk, get help, reinstall OSX and I tried to click disk repair but it says that I am um able to repair the disk
It sounds like your hard drive either has a software problem that Disk Utility cannot fix or that the HD has failed (mechanically).
Your Mac may have booted either to your recovery partition or to internet recovery in an attempt to repair the drive- I can't tell from your post.
I'll assume that it was the recovery partition.
Try to boot into internet recovery (hold down option command R at restart), and see if you can repair your HD with Disk Utility. You should also repair permissions while you're there.
If that doesn't work, try to boot into single user mode (restart, hold down ⌘S until you see a black screen with white text) and repair your hard drive. Here's a reference with directions: Repair Your Hard Disk in Single User Mode | Everything Macintosh
If that doesn't work you have a few options:
If your mac originally came with installation disks, you can try to boot from the installation disk and then see if you can repair the HD.
There is a small chance that Techtool Pro 7 will be able to repair your HD if Disk Utility can't.
If none of that works then your HD has probably failed and will need to be replaced, which is not too difficult to do yourself if you can use a screwdriver. -
I have formatted my laptop, Reinstalled all my Adobe softwares and still the same problem continues.
Photoshop sometimes gets stuck in between while working no matter what the file size and dimensions. Its not about lagging. The screen is just stationary and I can't access any of Photoshop's commands for the stationary period of some seconds or a minute. I can only minimize it. Photoshop even crashes at times.
I have latest wacom drivers installed 5.3.5-5, Bamboo dock installed, and NVIDIA, GT 740M version 347.52. I have verified the problem with Wacom but they say the tablet doesn't have a problem. I have even tried using Intuos 5. When I use the zoom command with mouse the document zooms in and out continuously without any control.
I tried to get help from Photoshop CS6 GPU FAQ
but in vain.
Bamboo Create Medium CTH 670/K0 C
Windows 8.1 with NVIDIA graphic card and Intel R HD graphic cardIf you have both a Nvidia GPU and Intel GPU on your machine have you disabled the Intel GPU in windows Device manager. Adobe in the GPU FAQ clearly state that you may have Photoshop problems if your running machine configuration has multiple GPU that are different GPU.
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i cannot able able to start my macbook and then i started my mac in a recovery mode now mac os X utility window opens with 4 options 1. Restore From Time Machine Backup 2. Reinstall Mac OSX 3. Get Help Online 4. Disk Utility if i try to restore my mac with time machine no option appears if i reinstall from Mac OSX error comes and cannot able to recover from disk utility please help how can i reinstall mac OSX
Guitar21,
your MacBook Pro has booted into its Recovery mode. From the OS X Utilities menu, select Disk Utility. On the left-hand side of the Disk Utility window, select your internal disk’s boot partition (typically called “Macintosh HD”). On the right-hand side, press the Verify Disk button if it’s not greyed out; if it is greyed out, or if it reports that errors were found, press the Repair Disk button. Once the verification/repair is completed, exit Disk Utility and select Restart from the Apple menu to restart in normal mode. Does it get to the login screen now?
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