I too have had it with Cocoatech

adrian's Avatar

adrian

26 Mar, 2020 10:55 AM

I paid for an upgrade from v8 to v9 and when I check registration it correctly tells me my v8 license is invalid. I enter the v9 details and PF proudly tells me it is activated. I close the registration window or quit PF, reopen it, check activation it briefly shows activated then reverts to the PF8 license and invites me to buy an upgrade.

I have contacted support twice over this. The first time they just gave me the standard script about uninstalling etc, which I have done several times and removed every trace of cocoatech and PF before reinstalling.

I recently sent support a video of what was happening but haven't even had the courtesy of a reply.

This is no way to treat a long standing customer but as things now stand I have had enough. PF is a poor product from a very poor company.

  1. Support Staff 1 Posted by Path Finder Sup... on 27 Mar, 2020 02:43 PM

    Path Finder Support Team's Avatar

    Hi Adrian,

    Sorry for such a delayed reply!

    From our side your registration looks successful, no sign of issues. I've just followed up on your support request. If the suggested solution doesn't help, please let me know and I'll follow up with you ASAP.

    Best Regards,
    Jordan 
    Path Finder Support Team

  2. Path Finder Support Team closed this discussion on 27 Mar, 2020 02:43 PM.

  3. adrian re-opened this discussion on 27 Mar, 2020 03:43 PM

  4. 2 Posted by adrian on 27 Mar, 2020 03:43 PM

    adrian's Avatar

    Hi Jordan

    Thanks for getting back to me. I have already tried restarting after
    entering my registration details but as a gesture of goodwill I have
    done it again, both restarting with the activation window open and with
    it closed but this hasn’t fixed the issue.

    Would it make any difference to remove my PF8 registration from your
    records?

    Regards

    Adrian

  5. Support Staff 3 Posted by Path Finder Sup... on 27 Mar, 2020 03:55 PM

    Path Finder Support Team's Avatar

    Hi Adrian, 

    I see new activation on your new license, not on your PF8 license so that would not affect anything. As far as I can tell the activation is successful, so the issue is most likely with your specific install. Are you running the latest version,Path Finder 9.1? 

    May I ask you to create a new profile from System Preferences -> Users and Groups and activate your copy of Path Finder in that profile or simply try on another mac? Let me know if it behaves similarly or actually retains activation.

    Could you send us a sample (a snapshot) of Path Finder process in a separate file during activation? 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. If the problem is dynamic (e.g. unexpected action result), please try reproducing it during the sample collection.
    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

  6. Path Finder Support Team closed this discussion on 27 Mar, 2020 03:55 PM.

  7. adrian re-opened this discussion on 27 Mar, 2020 05:09 PM

  8. 4 Posted by adrian on 27 Mar, 2020 05:09 PM

    adrian's Avatar

    Hi Jordan

    1. Trying to activate in a new profile still fails

    2. Activating on my old iMac works

    Path Finder process file attached

    The only non-standard aspect of my iMac is that I have certain User
    directories on an external RAID 5 connected through Thunderbolt but all
    the core directories still reside on the internal system SSD. i.e.
    Documents, Pictures, etc

    Thanks

    Adrian

  9. 5 Posted by adrian on 27 Mar, 2020 05:35 PM

    adrian's Avatar

    Hi Jordan

    Interestingly the second iMac where PF activated correctly also show
    both the iMacs as registered even though my main iMac exhibits the same
    problem.

    Interestingly, other than showing the activation screen whenever PF9 is
    launched, it seems to function correctly so perhaps this is a cosmetic
    problem. I could live with it if only the nag screen didn’t come up on
    each launch. Is there a way to stop this happening?

    Regards

    Adrian

  10. Path Finder Support Team closed this discussion on 29 Mar, 2020 06:30 PM.

  11. Path Finder Support Team re-opened this discussion on 29 Mar, 2020 06:32 PM

  12. Support Staff 6 Posted by Path Finder Sup... on 29 Mar, 2020 06:32 PM

    Path Finder Support Team's Avatar

    Hi Adrian,

    Thanks for the sample!

    Does your current user directory also resides on a NAS? As far as I can tell Path Finder activates correctly but is unable to retain the activation. If your user directory, or more specifically local library ~/Library is on a NAS, Path Finder may no be able to save the activated state directly to NAS and thus fails to remember it on the next launch. If that is the case, moving your user directory locally, activating, and moving it back to NAS should resolve the issue.

    I'm also forwarding the case to our developers to take a look.

    Please feel free to write us back and we will be happy to assist you.

    Best Regards,
    Jordan 
    Path Finder Support Team

  13. Path Finder Support Team closed this discussion on 29 Mar, 2020 06:32 PM.

  14. adrian re-opened this discussion on 29 Mar, 2020 10:32 PM

  15. 7 Posted by adrian on 29 Mar, 2020 10:32 PM

    adrian's Avatar

    Hi Jordan

    My home directory resides on the system disk. The external drive isn’t a NAS, but a directly connected drive via Thunderbolt.

    The issue occurs even for other User accounts that don’t access anything on the external drive as mdd dc have a basic administrator configuration.

    Regards

    Adrian

  16. Support Staff 8 Posted by Path Finder Sup... on 11 Jul, 2020 10:05 AM

    Path Finder Support Team's Avatar

    Hi Adrian,

    Mary from Path Finder support here!

    First of all, please accept my apologies for such a delayed response. I understand how frustrating it might be not to receive any response for such a long time. I apologize and will make sure this won’t happen again.

    Can you please specify if the following issue still persists once you update your Path Finder 9 to the latest version available, e.g. 9.3.5?

    Let me know how it goes!

    Best Regards,
    Mary 
    Path Finder Support Team

  17. Path Finder Support Team closed this discussion on 11 Jul, 2020 10:05 AM.

  18. adrian re-opened this discussion on 11 Jul, 2020 10:14 AM

  19. 9 Posted by adrian on 11 Jul, 2020 10:14 AM

    adrian's Avatar

    Yes the problem persists. It’s annoying rather than a functional issue once the dialog box is dismissed after launching PF.

    Adrian Chapman

  20. Support Staff 10 Posted by Path Finder Sup... on 13 Jul, 2020 04:47 PM

    Path Finder Support Team's Avatar

    Hi Adrian,

    Could you send us a sample (a snapshot) of Path Finder 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. If the problem is dynamic (e.g. unexpected action result), please try reproducing it during the sample collection.
    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,
    Mary
    Path Finder Support Team

  21. Path Finder Support Team closed this discussion on 13 Jul, 2020 04:47 PM.

  22. adrian re-opened this discussion on 13 Jul, 2020 05:14 PM

  23. 11 Posted by adrian on 13 Jul, 2020 05:14 PM

    adrian's Avatar

    Hi Mary

    As requested

    Adrian

  24. Support Staff 12 Posted by Path Finder Sup... on 14 Jul, 2020 09:27 AM

    Path Finder Support Team's Avatar

    Hi Adrian, 

    Thank you for the sample provided! 

    Before I can pass it further, may I ask you to follow the instruction and check if the issue still persists: 
    1. Delete Path Finder and its traces according to the article: 
    http://support.cocoatech.com/kb/installation-and-compatibility/how-...
    (The AppCleaner option is highly recommended)  2. Download the latest version of the app from our site
    3. Launch Path Finder and move it to the Apps folder as the app suggests
    4. Activate your license and check if the issue persists.

    Let me know how it goes!

    Best Regards, 
    Mary
    Path Finder Support Team 

  25. Path Finder Support Team closed this discussion on 14 Jul, 2020 09:27 AM.

  26. adrian re-opened this discussion on 14 Jul, 2020 10:13 AM

  27. 13 Posted by adrian on 14 Jul, 2020 10:13 AM

    adrian's Avatar

    Hi Mary

    I’m sorry but I have done this countless times and I’m afraid I am not going to do it yet again.

    Thanks anyway

    Adrian

  28. Support Staff 14 Posted by Path Finder Sup... on 16 Jul, 2020 07:12 AM

    Path Finder Support Team's Avatar

    Hi Adrian, 

    I appreciate the update! 

    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, 
    Mary
    Path Finder Support Team

  29. Path Finder Support Team closed this discussion on 16 Jul, 2020 07:12 AM.

  30. Path Finder Support Team re-opened this discussion on 18 Jul, 2020 09:48 AM

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