Loading Profile...
Community-powered support for
Posit Science
Supported by 1,842 customers like
you, as well as the Posit Science team.
Ricky Buchanan reported this problem on October 11, 2009 12:03.
Company participation
-
Arielle Community Manager
Know any helpful people?
Email this to a friend
-
Twitter this
- Share on Facebook
Get a short URL
1 solution marked best
19 replies made
2 people participating
1 employee helping
The mood in here
4
0
2
4
Products & Services
HiFi.app crashing on startup (OS X)
I have been using BFP successfully until my recent upgrade to Snow Leopard on the Mac. Now the program is crashing on startup. When I start HiFi.app or Demo.app even LaunchPad.app I see a brief flash of a white rectangle on the screen (looks like the splash screen background?) and then the Apple crash reporter. Nothing else.
I have used Disk Utility to verify/repair preferences and the disk itself (while booted from a different partition) and these report no problems. What should I try next?
I have used Disk Utility to verify/repair preferences and the disk itself (while booted from a different partition) and these report no problems. What should I try next?
I’m grumpy
1
person has this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
The company marked this problem solved.
The best solution from the company
-
Update from Ricky
I erased BFP (uninstaller, deleted all the files we identified, emptied trash) and then did an erase-and-install of OS X 10.6. I put my data back on the new drive with migration assistant and finally reinstalled BFP.
It worked!
I haven't done all the different exercises yet, but since the problem was that the entire program wouldn't run I'm assuming they'll be fine. I am SO relieved!
I still have no idea what was wrong with it either, but so long as it's working I'm happy. Thanks for your perseverance on this :)
Note from Arielle:
The uninstaller is located in Applications/Posit Science/Brain Fitness Program Uninstaller.
File locations Ricky deleted:
- Applications/PositScience
- Library/Application Support/Posit Science
- Library/Receipts/BFP2.0.1.a.pkg
Your User/Library/Preferences/com.PositScience.LaunchPad.plist
I’m thankful that Ricky is super savvy!
The company says
this solves the problem
-
Inappropriate?Hi Ricky - I searched our support ticket database and couldn't find another instance of this occurring for BFP. It has been occurring for our other programs and requires a reinstall. Therefore, I'd like to suggest that you reinstall BFP. (This will not remove your user data, which is located in Applications\Posit Science\2_0\Neuroscience\User)
Let me know if this works. If not, I will escalate to QA Monday morning.
I’m anxious to get this resolved
-
Inappropriate?Thanks Arielle. I reinstalled from the original CD but the same problem is occurring. I can send crash logs in - I have plenty - but I'm not sure where to send them.
As I'm down in Australia it's very difficult for me to phone technical support!
I’m glad Arielle answered, and hopeful this will be resolved
1 Comment Add a comment
This solves the problem
-
Hey Ricky - Thanks for giving the reinstall a try. Please send crash logs and archived (zipped) BFP "User" and "Tools" folders to me at ariellehoffman [at] positscience.com. The BFP folders are both located in Applications\Posit Science\2_0\Neuroscience. -
Inappropriate?The folders appear to be located in /Applications/PositScience/ - there's no "2_0" or "Neuroscience" subfolders.
Nevertheless, I have sent the lot off to you. Let me know what to do next!
I’m confident
1 Comment Add a comment
This solves the problem
-
Hi Ricky - I received your files. You are correct about the file location. It is Applications/PositScience. (No neuroscience folder exists on os x!) I'll be in touch shortly.
-
Inappropriate?Hi Ricky - I'm very sorry about the delay in getting back to you on this. We've been researching the issue and have identified one possible solution. If Rosetta is not installed on your computer, the BFP will not run. We took the following steps to successfully upgrade to Snow Leopard and run BFP:
1. Install Snow Leopard
2. Click BFP icon to launch the program
3. Receive prompt to install Rosetta - (http://www.apple.com/rosetta/)
4. Complete install of Rosetta
5. Click BFP icon again to launch
6. Receive message the “BFP is already running”
7. Close all open windows and reboot Mac
8. Launch BFP (We were able to launch after making sure that Rosetta was successfully installed.)
4 Comments Add a comment
This solves the problem
-
Rosetta is already installed. I don't think I have any other apps using it though - I might try reinstalling it but I can't find a download link from Apple for the full package. Any ideas?
-
It looks like Apple won't give it to us: http://discussions.apple.com/thread.j...
Our QA team hasn't been able to reproduce the problem, nor isolate a reason for the problem based on the logs. We're still working on it, so please expect another response from QA next week. In the meantime, I'd suggest calling Apple support and asking if there have been any similar issues and if they have any suggestions. -
By the way, you can see from any of the crash logs that Rosetta is installed and which version of it I'm running - did the techies even look at them?
-
Hi Ricky - QA asked me to verify that you had seen the image as listed above when you launched BFP. We've had several engineers look through your log files. Unfortunately, they are required to communicate through me and the message became muddled this time. What I should have asked is if you experienced the same process that we experienced when you launched BFP after upgrade.
-
Inappropriate?I purposefully installed another program that was PPC only so I could make sure it wasn't a Rosetta problem and that program worked. So it's not a gross Rosetta thing at least. It wasn't a program made with Director or whatever Adobe product you wrote this with though - not sure if that's relevant.
The next thing I'd *like* to do is completely uninstall BFP - including my user settings, preference files, etc. - and start from scratch reinstalling it, just in case something in my own preferences was corrupted somehow. I'm not sure how best to do this though - can you advise on that?
I’m frustrated as heck!
1 Comment Add a comment
This solves the problem
-
Ok. We uninstalled/reinstalled when this first occurred, but didn't erase everything. To do this, first uninstall and next delete the Posit Science folder located in applications. After the Posit Science folder has been removed, reinstall the program.
-
Inappropriate?We didn't do any uninstall up the top - you just told me to run the installer again. There's no uninstall option in the installer as far as I can see, and there's no obvious uninstallation program either on the CD or in the Posit Science folder - how do I uninstall the program?
Also every program that's run generally creates preference files in ~/Library/Preferences/ and usually also puts files in ~/Library/Application Support/ too - does BFP do these things?
I’m not feeling very listened to
1 Comment Add a comment
This solves the problem
-
The uninstaller is located in Applications/Posit Science/Brain Fitness Program Uninstaller.
File locations:
Applications/PositScience
Library/Application Support/Posit Science
Library/Receipts/BFP2.0.1.a.pkg
Your User/Library/Preferences/com.PositScience.LaunchPad.plist -
Inappropriate?Hi Ricky - We're unable to reproduce this error or determine the problem. Essentially, QA has informed me that your options are to either go back to 10.5 (which I have a feeling won't work given that you probably upgraded for a reason) or we can issue you a refund. Let me know what you'd like to do. My personal email is ariellehoffman@positscience.com
I’m frustrated that we were unable to resolve this.
-
Inappropriate?In a last ditch effort, I erased BFP (uninstaller, deleted all the files we identified, emptied trash) and then did an erase-and-install of OS X 10.6. I put my data back on the new drive with migration assistant and finally reinstalled BFP.
It worked!
I haven't done all the different exercises yet, but since the problem was that the entire program wouldn't run I'm assuming they'll be fine. I am SO relieved!
I still have no idea what was wrong with it either, but so long as it's working I'm happy. Thanks for your perseverance on this :)
I’m excited
1 person says
this solves the problem
1 Comment Add a comment
This solves the problem
-
Ricky - That's great news! Good work. Get Satisfaction won't allow me to mark a customer reply as "the official answer" so I'm going to copy and paste your solution into an employee response so I can float it to the top of this thread.
-
Inappropriate?Update from Ricky
I erased BFP (uninstaller, deleted all the files we identified, emptied trash) and then did an erase-and-install of OS X 10.6. I put my data back on the new drive with migration assistant and finally reinstalled BFP.
It worked!
I haven't done all the different exercises yet, but since the problem was that the entire program wouldn't run I'm assuming they'll be fine. I am SO relieved!
I still have no idea what was wrong with it either, but so long as it's working I'm happy. Thanks for your perseverance on this :)
Note from Arielle:
The uninstaller is located in Applications/Posit Science/Brain Fitness Program Uninstaller.
File locations Ricky deleted:
- Applications/PositScience
- Library/Application Support/Posit Science
- Library/Receipts/BFP2.0.1.a.pkg
Your User/Library/Preferences/com.PositScience.LaunchPad.plist
I’m thankful that Ricky is super savvy!
The company says
this solves the problem
-
Inappropriate?Just wanted to add it's SO NICE to have my BFP back again ... I feel like my brain is expanding already :)
I’m so happppppppy!
EMPLOYEE
