Driver-sut for Mac OS x fails on install.

Hi, what was the version date of the MyDMX 3 software installed?

Attached is a crash report.  Maybe this will help.

The MyDMX 3 software is from Nov 2021.  I went into my account to see if I could figure out where to download a newer version, but I can't seem to find it.

Ok, well that is an older release, the developers wont accept crash reports from older software.
We have a product page for the MyDMX 3 hardware which has download links to software updates, try the Oct. 2022 release: https://www.adj.com/mydmx-3

Thank you.  I am installing now and will try again.  If I have an issue, I will report back in a few minutes.

No dice.  Here is the crash report after installing the October 2022 version.  I went through all the steps. 

Installed, ran program, went to portal and downloaded driver-sut.dmg, and attempted to install.

The drivers install with the software, perhaps you are over writing new drivers with old ones and thats why its not working, delete the mydmx 3 program and the driver program you grabbed, and install only the latest mydmx 3.

Well. Now after deleting MyDMX 3 and re-installing, MyDMX 3 now crashes after splash screen.  Are there some drivers or other components in the library folder or somewhere other than applications?

No, there aren't any other components to the software, the installer gives you everything.
We do have a running list of known 3rd party Mac Apps that can cause the crashing, do you have or have you recently installed any of these apps or similar apps to these:
Magnet
Flexiglass
Popclip
BetterSnapTool
Cinch
TextExpander
Window Tidy
If yes, please try removing it and running the program again.

No, I do not have any of those.

I ran the maintenance tool and used the remove all option and then re-installed and MyDMX3 is indeed working.  I then went through the steps again of launching to the dashboard and downloading the driver-sut.dmg again.  It is still crashing. I am attaching another crash report that from this latest install.

I have a gig tomorrow and I have to use this laptop because it supports my midi foot controller with your software. Normally my son runs lights from his laptop, but he is not 21 and the venue won't allow him access where we are playing due to serving alcohol.  I'll go ahead and activate in demo mode to get me through but hopefully we can continue to figure this issue out. 

Let me know whatever you need from me.  I am a software developer, so I know my way around the mac to a good degree.

You should take a video recording of the steps you are taking.
I don't understand why after a reinstall and mydmx 3 loading or what you said was "working" you then went and installed some driver package? Again, the drivers come with the program and are already installed, there should be 0 need to install the SUT.dmg again. In fact the SUT is just a tool to connect the hardware to the webstore on dmxsoft.com it has nothing to do with running the hardware for the mydmx 3 program, you should NOT be running the SUT tool while trying to use the mydmx 3 software with your hardware as the driver can only be used on ONE application at a time.

I'm looking the crash report and this seems to shed some light on things:

Dyld Error Message:
Symbol not found: __ZNKSt3__115basic_stringbufIcNS_11char_traitsIcEENS_9allocatorIcEEE3strEv
Referenced from: /private/var/folders/*/StoreUpgradeTools.app/Contents/MacOS/../Frameworks/libjsonrpccpp-common.1.dylib (which was built for Mac OS X 12.0)
Expected in: /usr/lib/libc++.1.dylib

Notice  (which was built for Mac OS X 12.0) in the message.  I am on Big Sur (11.9).  Unfortunately I am stuck at the moment and can not upgrade as I get a disk driver error during install.  I replaced the hard drive in this laptop with an OWC SSD which is certified, but apparently there is an issue. I will look at resolving that as well. 

Any idea on what that "Missing Symbol" hash might be?  Says it's expected to find it in /usr/lib/libc++.1.dylib

OK, so after reading you last post, then I am wondering why I am forced into demo mode?

The account is my son's and we have 1 myDMXBuddy dongle.  In the past, we have been able to use the dongle on either laptop.  However, now on mine, it's asking me to purchase.  We went through this last week at a gig on his computer and purchased on his with this dongle. 

What do I need to do in order to get past the issue on this machine?

No, i'm not sure on that, so let's go BACK to the nov. 2021 release and if you stop trying to run the SUT tool while you launch the mydmx 3 program, maybe it will work? Otherwise i have a Sep. 2022 and march 2022 release you can try.
Nov 2021 release: https://www.dropbox.com/s/xtf9...5arw/mydmx3.dmg?dl=0
March 2022: https://www.dropbox.com/s/q246...73.73962863.dmg?dl=0

Also another tech support on our team said also if you sometimes try to do something TOO FAST like click on a few different things, it can't catch up and will crash, so try going at it slowly?
I do plan on linking the developers to this thread, but I won't hear back from them until maybe tuesday next week. 

@GalacticCyclist posted:

OK, so after reading you last post, then I am wondering why I am forced into demo mode?

The account is my son's and we have 1 myDMXBuddy dongle.  In the past, we have been able to use the dongle on either laptop.  However, now on mine, it's asking me to purchase.  We went through this last week at a gig on his computer and purchased on his with this dongle.

What do I need to do in order to get past the issue on this machine?

The license is tied to the hardware, so there shouldn't be any issues with that. He could of course use SUT only the mac, and log into the store.dmxsoft.com and synchronize the license again, but it typically does that once you launch the program with an internet connection.

OK, Thank you!

I am downloading now.  I will grab both versions so that I have all three on hand.

I will use the maintenance too to "Remove All" for the current install and go back to Nov 2021 first.  If I am still in Demo Mode, I will run the tool again and try the March 2022 version.

Just to verify, we have an active license. I went to orders in the dashboard and the order number is 216406 for reference.

oh ok, so anything related to the store or licenses and purchases and upgrades, ADJ doesn't handle that, that is the store.dmxsoft area for support.
Also if it doesn't want to get out of demo mode, close mydmx 3, close the SUT tool if you have it, and open the mydmx 3 folder and find "Hardware Manager" and see if it detects the device and see if there is a firmware update for it. The newer version may have wanted to to upgrade the firmware but i'm told by other staff here it doesn't always prompt you. so if the old release doesn't work and you go back to the latest 2022, try to see if there's a firmware update in the hardware manager, each install version date, gives you each updated hardware manager.

OMG!!!  I fixed it!   This will be some feedback that you might want to let the developers know.

Each time I launched myDMX, I was presented with an update firmware message. When I would say yes, it would launch the hardware manager, but would say "No Devices Connected".  Because of all the other issues and being forced into demo mode, every other time, I would just choose "No" and go through the process I was doing.

On a hunch, I noticed there is a stand alone HardwareManager.app in the directory, so I closed out of MyDMX and ran the manager.  Now I was able to see the interface and update the firmware...  Problem solved!!! Ugh!

So the developers need to know that there seems to be an address conflict between the manager when MyDMX is running, in other words, when launched from the option presented inside MyDMX.  They may want to check this with an out of date interface on a mac.

I am all squared away and everything seems to be running as expected.  The only question left is I am on the March 2022 install.  My OS is Big Sur (11.9).  Is the October 2022 version compatible with my OS?  I ask because in the error report I saw the message about being built for 12.x.  I would like to be on the latest compatible version.

In short, the out of date firmware was forcing me into demo mode.

Thanks!

I will send the devs this thread and make a note for them to tell me about the compatibility or min. Os mac requirements. but it should be 10.10 or higher..