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Rachel McAlpine reported this problem on September 12, 2009 03:38.
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Arielle Community Manager
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I have 2 monitors, when i launch program Continue and Pause/Edit don't respond.
I'm new to the program today. Using a Mac OSX 10.5.7. Each time I start the program, it lets me go a certain way, then the Continue button and the pause/edit button refuse to respond. I've found a workaround by turning the the computer off, then restarting the program. But this is painful and slow and ineffective. What's the reason, and what shall I do?
R.M.
R.M.
I’m frustrated
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Our wonderful tech support specialist Andrea helped Rachel troubleshoot this issue and here's the outcome:
This Macbook Pro is connected to an external monitor, keyboard and mouse, with multiple displays set-up. BFP will not function in this "external" environment. To get BFP working, Andrea turned on display mirroring in system preferences. This tells the Macbook pro to display exactly what is on the main laptop’s screen and not to use a virtual display.
Rachel - Thanks for your patience. Andrea - Thanks for getting this solved!!!
I’m thankful
The company says
this solves the problem
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Inappropriate?Hi Rachel - It sounds like something operating in the background is probably causing the computer to become overwhelmed. I'd suggest making sure that all of your updates are installed. (Go to the apple icon in your upper left corner and click on updates.) Additionally, make sure that you're not running any other programs when BFP is running. Your computer needs to be rebooted regularly to run efficiently. If you are in the habit of leaving the computer on for long spans of time, try rebooting the computer before you launch the BFP.
Let me know if these suggestions help, or if the problem continues.1 Comment Add a comment
This solves the problem
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I am marking this issue "solved". Please update the community with your resolution, or let me know if you need additional assistance! -
Inappropriate?No joy, Arielle. It's not solved. It took me a while to find how to close down Time Machine, which was the only other item running when I attempted to start BFP. I've updated the Mac OSX software. I plug in the headphones. Having done all this, I get to the screen that tells me to plug in the headphones and turn off all apps. The button CONTINUE shimmers invitingly (although Volume, Pause/Exit and Guide are all greyed out). I click Continue. Again. Again. Nothing.
It's not helping my brain so far!
BTW, I've just signed in a second time with a different email address and password. Get Satisfaction didn't recognise my original password.
I’m frustrated
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Inappropriate?Hi Rachel - Thanks for getting back to us.
Let's try adjusting Quick Time and Audio Midi/Audio Output.
1. Finder ->Apps->Utilities ->Audio Midi Setup -> highlight Audio Devices up at the top (this can vary from machine to machine)
2. Next at the bottom -> Audio Input...change this from 2ch- 24 bit to 2 – ch 16 bit and close.
Sorry about the trouble with Get Satisfaction. If you send us an email with both email addresses you used, I can request that they resolve the issue.
customerservice@positscience.com -
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Inappropriate?Hi Rachel - Hmmm. This definitely isn't a known issue. Let's make sure that your firewall isn't blocking the program from operating. Instructions here: http://support.positscience.com/posit.... It's possible the installation is corrupted. If this is the case, we can try 2 things. 1) Run the DB tool located in Applications/Posit Science/Tools/DB Tool. 2) If this doesn't do the trick, reinstall the program over the existing installation. It's possible the installation got corrupted.
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Inappropriate?My Security setting for firewall is already set at "Allow all incoming connections".
So that's not the problem. Let's move on.
I’m waiting.
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Inappropriate?Hi Rachel - Just to be clear, this is an issue with the compatibility of the computer environment. We are happy to help troubleshoot this issue, and offer common solutions for the symptoms you've described. IF you changed the location at installation, an additional suggestion is to reinstall to the default directory. I'd also suggest contacting Apple support to see if they have suggestions for adjustments for the OS. You may also want to contact our phone support Monday-Friday 7AM-4PM Pacific time when you have time to troubleshoot live.
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Inappropriate?I have the same problem and am running in a Windows XP environment. Reinstalling the program over the old one did not fix it.
Lucy Ting
I’m sad
1 Comment Add a comment
This solves the problem
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Hi Lucy - Please contact our live support center when you have access to your computer and we will help you troubleshoot this issue. 1-800-514-3975.
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Inappropriate?I can phone you but I have to pay for the international call. So I'd rather arrange a time for you to call me. This could be quite a long phone call, and I've already paid for a programme I cannot use. New Zealand time, I am available Friday morning from 8.30 am at [PRIVATE INFO REMOVED].
2 Comments Add a comment
This solves the problem
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Hi Rachel - I've scheduled an appointment for you with Andrea at 8:30 AM Friday New Zealand time.
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This comment was removed on 10/05/09.
see the change log -
Inappropriate?Thank you so much, Arielle. I'll be waiting by the phone.
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Inappropriate?Our wonderful tech support specialist Andrea helped Rachel troubleshoot this issue and here's the outcome:
This Macbook Pro is connected to an external monitor, keyboard and mouse, with multiple displays set-up. BFP will not function in this "external" environment. To get BFP working, Andrea turned on display mirroring in system preferences. This tells the Macbook pro to display exactly what is on the main laptop’s screen and not to use a virtual display.
Rachel - Thanks for your patience. Andrea - Thanks for getting this solved!!!
I’m thankful
The company says
this solves the problem
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