Excessive memory consumption crashing Mac

Marc's Avatar

Marc

04 Apr, 2019 01:45 PM

Team,

Pathfinder 8.3.9 is crashing with excessive memory usage every single time I launch it. Unusable. Please let me know what information you need to know about my setup/configuration that helps diagnose. Thanks.

Kind regards,
Marc

  1. Support Staff 1 Posted by Path Finder Sup... on 05 Apr, 2019 05:35 PM

    Path Finder Support Team's Avatar

    Hi Marc,

    Have you sent the crash reports from the pop-up that appeared after the crash? 

    Could you please choose a .txt file, open Preview module preferences (gear button next to its header) and uncheck "Colorize syntax"? 

    Also, it may be worth trying to restore defaults for View Settings (cmd+J).
    Make sure to have "Calculate all sizes" unchecked here. 

    Sorry for the inconvenience. Please let me know how it goes.

    Best Regards,
    Jordan
    Path Finder Support Team

  2. Path Finder Support Team closed this discussion on 05 Apr, 2019 05:35 PM.

  3. Personal re-opened this discussion on 06 Apr, 2019 05:29 AM

  4. 2 Posted by Personal on 06 Apr, 2019 05:29 AM

    Personal's Avatar

    Hello Jordan,

    It does not crash. It just consumes so much memory that it locks the entire computer. The most I saw in Activity Monitor was 64GB (on a MacBook Pro with 8GB).

    Kind regards,
    Marc

  5. 3 Posted by Personal on 08 Apr, 2019 02:44 AM

    Personal's Avatar

    Team,
    How do we continue? Your product is unusable as it currently stands. I am happy to help solve issues, but if you don’t follow up we need another solution.
    Kind regards,
    Marc

  6. Support Staff 4 Posted by Path Finder Sup... on 09 Apr, 2019 01:04 AM

    Path Finder Support Team's Avatar

    Hi Marc,

    Could you send us a sample (a snapshot) of PathFinder process in a separate file - this will enable us to analyze what happens with the application. Here's how to get it:

    1. Open Path Finder and reproduce the problem.
    2. Open Activity Monitor from the /Applications/Utilities folder.
    3. Select Path Finder in the process list. To help making a selection, type "Path Finder" in the Filter field.
    4. Click the Sample Process button in the toolbar - this will open a new window entitled "Sample of Path Finder" and a sample of the process is collected.
    5. Click Save and save the sample file.
    6. Close (Command-W) the Sample window opened in step 2.
    7. Send the sample file saved in step 5 to us.

    Looking forward to your reply.

    Best Regards,
    Jordan
    Path Finder Support Team

  7. Path Finder Support Team closed this discussion on 09 Apr, 2019 01:04 AM.

  8. Kilian, Marc re-opened this discussion on 06 May, 2019 08:22 AM

  9. 5 Posted by Kilian, Marc on 06 May, 2019 08:22 AM

    Kilian, Marc's Avatar

    Hello Jordan,

    Did you have sufficient time to review the data and identify the issue? I
    am unable to use your product with that issue being present. Hence I see
    two options: the defect is fixed and I can download a new version, or, if
    you cannot fix the defect, your company reimburses the license cost.
    Please let me know which way you want to proceed. I am always happy to
    help, however, your company is unresponsive since 18-Apr-2019, which is at
    this point raising questions about the ability to provide support.

    Kind regards,
    Marc

  10. Support Staff 6 Posted by Path Finder Sup... on 06 May, 2019 01:03 PM

    Path Finder Support Team's Avatar

    Hi Marc,

    I'm afraid we never received the process sample to analyze. Could you please send it again?
    Here's how to get it:

    1. Open Path Finder and reproduce the problem.
    2. Open Activity Monitor from the /Applications/Utilities folder.
    3. Select Path Finder in the process list. To help making a selection, type "Path Finder" in the Filter field.
    4. Click the Sample Process button in the toolbar - this will open a new window entitled "Sample of Path Finder" and a sample of the process is collected.
    5. Click Save and save the sample file.
    6. Close (Command-W) the Sample window opened in step 2.
    7. Send the sample file saved in step 5 to us.

    Looking forward to your reply.

    Best Regards,
    Jordan 
    Path Finder Support Team

  11. Path Finder Support Team closed this discussion on 06 May, 2019 01:03 PM.

  12. Personal re-opened this discussion on 06 May, 2019 01:21 PM

  13. 7 Posted by Personal on 06 May, 2019 01:21 PM

    Personal's Avatar

    Here it is again

    Begin forwarded message:

    > From: Path Finder Support Team <[email blocked]>
    > Date: 6 May 2019 at 15:03:07 CEST
    > To: [email blocked]
    > Subject: Cocoatech Support
    > Reply-To: [email blocked]
    >
    > From: Path Finder Support Team (Cocoatech Support)
    > Subject: Excessive memory consumption crashing Mac
    >
    > Hi Marc,
    >
    > I'm afraid we never received the process sample to analyze. Could you please send it again?
    > Here's how to get it:
    >
    > 1. Open Path Finder and reproduce the problem.
    > 2. Open Activity Monitor from the /Applications/Utilities folder.
    > 3. Select Path Finder in the process list. To help making a selection, type "Path Finder" in the Filter field.
    > 4. Click the Sample Process button in the toolbar - this will open a new window entitled "Sample of Path Finder" and a sample of the process is collected.
    > 5. Click Save and save the sample file.
    > 6. Close (Command-W) the Sample window opened in step 2.
    > 7. Send the sample file saved in step 5 to us.
    >
    > Looking forward to your reply.
    >
    > Best Regards,
    > Jordan
    > Path Finder Support Team
    >
    >
    >
    >
    >
    > View this discussion at our support site online: https://support.cocoatech.com/discussions/problems/136803-excessive-memory-consumption-crashing-mac
    >
    > ---
    >
    > Reply with #ignore to stop receiving notifications for this discussion.

  14. Support Staff 8 Posted by Path Finder Sup... on 06 May, 2019 01:40 PM

    Path Finder Support Team's Avatar

    Hi Marc,

    Sorry, I'm afraid I still don't see the attachment. Could you please try attaching it directly?

    Looking forward to your reply.

    Best Regards,
    Jordan 
    Path Finder Support Team

  15. Path Finder Support Team closed this discussion on 06 May, 2019 01:40 PM.

  16. Kilian, Marc re-opened this discussion on 14 May, 2019 06:24 PM

  17. 9 Posted by Kilian, Marc on 14 May, 2019 06:24 PM

    Kilian, Marc's Avatar
  18. 10 Posted by Kilian, Marc on 15 May, 2019 06:16 AM

    Kilian, Marc's Avatar


    On Mon, May 6, 2019 at 3:40 PM Path Finder Support Team <[email blocked]> wrote:
    From: Path Finder Support Team (Cocoatech Support)
    Subject: Excessive memory consumption crashing Mac

    Hi Marc,

    Sorry, I'm afraid I still don't see the attachment. Could you please try attaching it directly?

    Looking forward to your reply.

    Best Regards,
    Jordan 
    Path Finder Support Team





    View this discussion at our support site online: https://support.cocoatech.com/discussions/problems/136803-excessive-memory-consumption-crashing-mac

    ---

    Reply with #ignore to stop receiving notifications for this discussion.
  19. Support Staff 11 Posted by Path Finder Sup... on 15 May, 2019 12:22 PM

    Path Finder Support Team's Avatar

    Hi Marc, 

    Thank you for the crash report! 

    I have forwarded your email to our developers. It may take some time to investigate the details of the issue. 

    Be sure to let us know should any additional questions arise. 

    Best Regards, 
    Jordan
    Path Finder Support Team

  20. Path Finder Support Team closed this discussion on 15 May, 2019 12:22 PM.

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