HL 7.1 for Mac crashing on startup

Feegle · 04:40 AM

I just updated to 7.1 and can't open the program without it crashing. I have tried reinstalling as an overwrite, as well as uninstall/reinstall, and a hard reboot of the system after update, but the problem persists.

Error reporting partially attached; more detail available on request:

Code:

Process:         Hero Lab [59459]
Path:            /Applications/Hero Lab.app/Contents/MacOS/Hero Lab
Identifier:      com.LWDTechnology.HeroLab
Version:         7.1.0 (7.1.0.545)
Code Type:       X86 (Native)
Parent Process:  launchd [174]
Responsible:     Hero Lab [59459]
User ID:         501

Date/Time:       2015-07-14 08:28:44.377 -0400
OS Version:      Mac OS X 10.9.4 (13E28)
Report Version:  11
Anonymous UUID:  9174C00A-8D9C-47E7-5E01-15A7695ABF4F

Sleep/Wake UUID: 3D3D17F9-855C-474B-A583-EF2B20487E94

Crashed Thread:  0  Dispatch queue: com.apple.main-thread

Exception Type:  EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000003242000

VM Regions Near 0x3242000:
    mapped file            0000000003000000-0000000003242000 [ 2312K] rw-/rwx SM=COW  /System/Library/Fonts/Helvetica.dfont
--> 
    mapped file            00000000032e1000-00000000035c2000 [ 2948K] rw-/rwx SM=COW  /private/var/folders/*/*.csstore

...snip...

Model: MacBookAir6,2, BootROM MBA61.0099.B12, 2 processors, Intel Core i5, 1.4 GHz, 4 GB, SMC 2.13f9
Graphics: Intel HD Graphics 5000, Intel HD Graphics 5000, Built-In
Memory Module: BANK 0/DIMM0, 2 GB, DDR3, 1600 MHz, 0x80AD, 0x483943434E4E4E384A544D4C41522D4E544D
Memory Module: BANK 1/DIMM0, 2 GB, DDR3, 1600 MHz, 0x80AD, 0x483943434E4E4E384A544D4C41522D4E544D
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x117), Broadcom BCM43xx 1.0 (6.30.223.154.65)
Bluetooth: Version 4.2.6f1 14216, 3 services, 15 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
Serial ATA Device: APPLE SSD SD0256F, 251 GB
USB Device: Internal Memory Card Reader
USB Device: BRCM20702 Hub
USB Device: Bluetooth USB Host Controller
Thunderbolt Bus: MacBook Air, Apple Inc., 23.6

AndrewD2 · July 14th, 2015, 04:52 AM

This is a crash of the program. Nothing that anyone on the forums can help with. Usually when this crash happens it tells you to e-mail it to support@wolflair.com I would do that.

Feegle · July 14th, 2015, 05:02 AM

Thanks - used to dealing with companies that do support through forums, not through email. I'll send it on to them via the link you provided.

liz · July 14th, 2015, 08:52 AM

We likely responded to your support email, but I'll post here in case others come to the forums with the same issue:

We've prepared an update that should fix the crash Mac users were encountering with version 7.1 - you can download it here:

http://www.wolflair.com/index.php?co...page=downloads

Please download and install the Mac version 7.1a, then try running it - do you still experience the crash?

Thanks for your patience, and sorry for the inconvenience!

UndeadDan · July 14th, 2015, 09:10 AM

Thanks, Liz! Version 7.1a definitely fixed the crashes I was seeing.

And AndrewD2 - Had this thread not existed I would have created one as well, plenty of software companies do support via forums. Also it allows other users to make suggestions. Your apparent dismissive tone seems unnecessary.

AndrewD2 · July 14th, 2015, 09:14 AM

UndeadDan - I've been around here for quite a while and post quite a bit. Check any of the system forums. They always request just sending bugs and issues straight to support. I'm not being dismissive I'm just saying what their request is.

ShadowChemosh · July 14th, 2015, 12:27 PM

Andrew just tends to write "very" short sentences is all. That sometimes can make it come across as "dismissive" but he really is a nice guy that is trying to help. He is just not for allot of 'elaboration' on what he says. Its the damn youngens with all the "texting" they do with phones....

Honestly I would have wrote almost exactly what he wrote to the comment as I know LW likes to do support of crashes through email. Especially if they have to ask for any type of personal info....

On the other hand I do wish the "tickets" could be see so people can see if a crash is just them or others also...

FlySaab · July 14th, 2015, 10:51 PM

I looked for this topic after I experienced the same issue. It did not exist at the time, but I didn't start one. I've used the support ticket method before, and I did submit one for this issue. I always look in the forums to see if anyone else is having the same problem, just in case there is a solution or troubleshooting that I can try before using support. I have always had good response from the support team, but you never know what you may find here first. I planned on starting a thread about this to let other people know about the update crash on Macs, but I was not a member at the time. When I tried to create an account, I had some problems with the page displaying, so I just sent the e-mail to support.

I received a reply from LW this morning, and 7.1a did fix the crashing on startup.

David

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AndrewD2 Senior Member Join Date: Mar 2007 Location: Muskegon, MI Posts: 2,975 July 14th, 2015, 04:52 AM	This is a crash of the program. Nothing that anyone on the forums can help with. Usually when this crash happens it tells you to e-mail it to support@wolflair.com I would do that.
#2

Feegle Junior Member Join Date: Feb 2012 Posts: 4 July 14th, 2015, 05:02 AM	Thanks - used to dealing with companies that do support through forums, not through email. I'll send it on to them via the link you provided.
#3

UndeadDan Senior Member Join Date: Mar 2011 Location: York, PA Posts: 109 July 14th, 2015, 09:10 AM	Thanks, Liz! Version 7.1a definitely fixed the crashes I was seeing. And AndrewD2 - Had this thread not existed I would have created one as well, plenty of software companies do support via forums. Also it allows other users to make suggestions. Your apparent dismissive tone seems unnecessary.
#5