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  #1  
Old 01-07-2009, 03:00 PM
resume resume is offline
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SuperDuper hangs

Hello,

I've been trying to make a SmartUpdate copy of my internal mac book pro drive and whereas I could do it without problems it seems that there is something making SD hang now :



Here is the SDCopy log that I ran following instructions on another thread :

SDCopy 377 root cwd DIR 14,2 1326 2 /
SDCopy 377 root txt REG 14,2 258408 4736971 /Applications/SuperDuper!.app/Contents/MacOS/SDCopy
SDCopy 377 root txt REG 14,2 81316 3200 /System/Library/CoreServices/CharacterSets/CFUnicodeData-L.mapping
SDCopy 377 root txt REG 14,2 352454 3197 /System/Library/CoreServices/CharacterSets/CFCharacterSetBitmaps.bitmap
SDCopy 377 root txt REG 14,2 17688 3198 /System/Library/CoreServices/CharacterSets/CFUniCharPropertyDatabase.data
SDCopy 377 root txt REG 14,2 2176564 4891604 /usr/lib/libxml2.2.dylib
SDCopy 377 root txt REG 14,2 9841744 1028209 /usr/share/icu/icudt32l.dat
SDCopy 377 root txt REG 14,2 3194880 5207256 /Library/Caches/com.apple.LaunchServices-0140.csstore
SDCopy 377 root txt REG 14,2 1688500 1034247 /usr/lib/dyld
SDCopy 377 root txt REG 14,2 8000260 4366229 /usr/lib/libSystem.B.dylib
SDCopy 377 root txt REG 14,2 889256 4366230 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/CoreText.framework/Versions/A/CoreText
SDCopy 377 root txt REG 14,2 2139892 4366352 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ATS.framework/Versions/A/ATS
SDCopy 377 root txt REG 14,2 9930572 4366288 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/CoreGraphics.framework/Versions/A/CoreGraphics
SDCopy 377 root txt REG 14,2 2323564 4366231 /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
SDCopy 377 root txt REG 14,2 2815144 4366319 /usr/lib/libicucore.A.dylib
SDCopy 377 root txt REG 14,2 1580124 4366238 /usr/lib/libobjc.A.dylib
SDCopy 377 root txt REG 14,2 3559472 4366606 /usr/lib/libstdc++.6.0.4.dylib
SDCopy 377 root txt REG 14,2 251320 4366613 /usr/lib/libgcc_s.1.dylib
SDCopy 377 root txt REG 14,2 220988 4366325 /usr/lib/libauto.dylib
SDCopy 377 root txt REG 14,2 6437840 4366232 /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/CarbonCore.framework/Versions/A/CarbonCore
SDCopy 377 root txt REG 14,2 1492552 4366234 /System/Library/Frameworks/CoreServices.framework/Versions/A/Frameworks/OSServices.framework/Versions/A/OSServices
SDCopy 377 root txt REG 14,2 6135340 4366283 /System/Library/Frameworks/Security.framework/Versions/A/Security
SDCopy 377 root txt REG 14,2 141240 4366324 /System/Library/Frameworks/DiskArbitration.framework/Versions/A/DiskArbitration
SDCopy 377 root txt REG 14,2 2349192 4366342 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ColorSync.framework/Versions/A/ColorSync
SDCopy 377 root txt REG 14,2 1821156 4366261 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/QD.framework/Versions/A/QD
SDCopy 377 root txt REG 14,2 983724 4366286 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/HIServices.framework/Versions/A/HIServices
SDCopy 377 root txt REG 14,2 701056 4366284 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/LaunchServices.framework/Versions/A/LaunchServices
SDCopy 377 root txt REG 14,2 734980 4366411 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ImageIO.framework/Versions/A/ImageIO
SDCopy 377 root txt REG 14,2 2279820 4366320 /usr/lib/libcrypto.0.9.7.dylib
SDCopy 377 root txt REG 14,2 986400 4366413 /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ImageIO.framework/Versions/A/Resources/libJP2.dylib
SDCopy 377 root txt REG 14,2 1739784 4366239 /System/Library/PrivateFrameworks/DesktopServicesPriv.framework/Versions/A/DesktopServicesPriv
SDCopy 377 root txt REG 14,2 7417320 4366240 /System/Library/Frameworks/Foundation.framework/Versions/C/Foundation
SDCopy 377 root txt REG 14,2 158612 4366263 /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/SpeechRecognition.framework/Versions/A/SpeechRecognition
SDCopy 377 root txt REG 14,2 8993788 4366285 /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/HIToolbox
SDCopy 377 root txt REG 14,2 169020 4366246 /System/Library/Frameworks/OpenGL.framework/Versions/A/OpenGL
SDCopy 377 root txt REG 14,2 22481816 4366287 /System/Library/Frameworks/AppKit.framework/Versions/C/AppKit
SDCopy 377 root txt REG 14,2 1597580 4366328 /System/Library/Frameworks/CoreData.framework/Versions/A/CoreData
SDCopy 377 root txt REG 14,2 2227596 4366428 /System/Library/Frameworks/AudioToolbox.framework/Versions/A/AudioToolbox
SDCopy 377 root txt REG 14,2 4395780 4366430 /System/Library/Frameworks/QuartzCore.framework/Versions/A/QuartzCore
SDCopy 377 root txt REG 14,2 344096 4366651 /System/Library/Frameworks/CoreVideo.framework/Versions/A/CoreVideo
SDCopy 377 root txt REG 14,2 11503392 4366426 /System/Library/Frameworks/OpenGL.framework/Versions/A/Libraries/libGLProgrammability.dylib
SDCopy 377 root txt REG 14,2 62980 4366333 /System/Library/Frameworks/ExceptionHandling.framework/Versions/A/ExceptionHandling
SDCopy 377 root 0 PIPE 0x6d99ea8 16384
SDCopy 377 root 1 PIPE 0x6d99e18 16384
SDCopy 377 root 2 PIPE 0x6d99d40 16384
SDCopy 377 root 3r PSXSHM 4096 apple.shm.notification_center
SDCopy 377 root 4r REG 14,2 771067 950806 /System/Library/Frameworks/OpenGL.framework/Versions/A/Resources/GLByteCodes.i386.bc
SDCopy 377 root 5r PSXSHM 4096 /tmp/com.apple.csseed.82
SDCopy 377 root 6r PSXSHM 4096 apple.shm.notification_center
SDCopy 377 root 7r REG 14,2 5425091 5913 /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/Extras2.rsrc
SDCopy 377 root 8u IPv4 0x6d85228 0t0 TCP 192.168.1.63:49209->c-69-181-100-111.hsd1.ca.comcast.net:http (CLOSE_WAIT)
SDCopy 377 root 9r CHR 8,1 0t16 109277572 /dev/urandom
SDCopy 377 root 10u unix 0x6e4c330 0t0 ->0x6e4c3b8
SDCopy 377 root 11u unix 0x6e4c3b8 0t0 ->0x6e4c330
SDCopy 377 root 12r REG 14,2 6657 4737133 /Applications/SuperDuper!.app/Contents/Resources/SuperDuper!.rsrc
SDCopy 377 root 13r REG 14,2 137827 5994 /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/HIToolbox.rsrc
SDCopy 377 root 14r REG 14,2 498430 5896 /System/Library/Frameworks/Carbon.framework/Versions/A/Frameworks/HIToolbox.framework/Versions/A/Resources/English.lproj/Localized.rsrc
SDCopy 377 root 15 PIPE 0x6d99ea8 16384
SDCopy 377 root 16 PIPE 0x6d99ea8 16384
SDCopy 377 root 17 PIPE 0x6d99e18 16384
SDCopy 377 root 19 PIPE 0x6d99d40 16384
SDCopy 377 root 20 PIPE 0x6d99d40 16384
SDCopy 377 root 21 PIPE 0x6d99c68 16384
SDCopy 377 root 22 PIPE 0x6d99c68 16384
SDCopy 377 root 23r PSXSHM 4096 /tmp/com.apple.csseed.82


really dont know how to solve this

thanks a lot for your help !

thomas
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  #2  
Old 01-07-2009, 03:47 PM
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Is this on an Intel Mac under 10.4.x with SD! 2.5?
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  #3  
Old 01-07-2009, 05:21 PM
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Yes

yes it is .

Intel - Mac Os X 10.4.11
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  #4  
Old 01-07-2009, 05:32 PM
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This is probably the intermittent OSX bug in 10.4.x that causes the status display to stop updating on some Intel Macs. You can downgrade to 2.1.4 (which doesn't use the API with the bug), or upgrade to Leopard (where the bug was fixed).

Note that we've worked around the problem in the next update, too.
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  #5  
Old 01-08-2009, 09:09 AM
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thanks

used leopard

thanks for a great support

thomas
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  #6  
Old 01-14-2009, 07:18 PM
prof_pixel prof_pixel is offline
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Problems with SD 2.5

I just received a new hard drive yesterday afternoon to backup my wife's iMac Intel running 10.4.11.

When I opened SD to start the backup process I was informed there was a new version of SuperDuper! available for download - version 2.5. Of course I updated 2.1.4 to 2.5 (a BAD choice, as I later found out).

The first time I tried, I got within about 20GB of completion and the counter appeared to freeze although the drive light was still flashing even though I waited about 20 minutes. I was afraid the new drive was bad. I transfered about 50GB of files to another hard drive and tried SuperDuper! again, and again, I got to about 20GB of completion and the same thing happened. At this point I was worried my wife's drive had some bad files although DU said it was OK. Needless to say I was concerned.

It was late and night and before trying any heavy duty troubleshooting on my wife's hard drive I decided to check your discussion forum (a GOOD choice) and luckily found this message thread.

Today I reverted to 2.1.4 and everything worked great!

I suggest you add a very noticeable warning to the 2.5 update info page advising Intel OS 10.4.x users NOT to update to 2.5!!!!! (There may have been such a warning, but I certainly didn't see one.)

Such a warning would have saved me a LOT of grief.
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  #7  
Old 01-14-2009, 09:44 PM
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This actually happens to a small minority of users, and only on some Intel Macs, which is why there's no warning... but we did announce the problem the instant we found it, on the blog, and there's lots of discussion here on the forums. Plus - you can just contact me at support.
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  #8  
Old 01-24-2009, 12:48 AM
Kupe Kupe is offline
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Quote:
Originally Posted by dnanian View Post
This actually happens to a small minority of users, and only on some Intel Macs,
Yikes! Glad I found this thread because it's happening to me as we speak. I'm on an Intel iMac running OS X 10.4.11 and fully registered SuperDuper 2.5. I started a full backup of my internal drive about 3 hours ago and the display has not updated for over 2 hours.

Do I understand correctly that this is only a display issue? i.e. the backup does proceed to completion? Or is SuperDuper truly hung as it appears? I hate to quit it with this much time invested, but maybe I need to do that and revert to the earlier SuperDuper.

Might I also suggest that a message about this be posted as a Sticky at the top of this board!

Thanks!

Kupe

Last edited by Kupe; 01-24-2009 at 12:51 AM.
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  #9  
Old 01-24-2009, 05:10 AM
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It's a display issue. You can use v2.1.4 if you'd like - that doesn't use the API that has a problem in Tiger.
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Old 01-24-2009, 11:05 AM
Kupe Kupe is offline
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Quote:
Originally Posted by dnanian View Post
It's a display issue. You can use v2.1.4 if you'd like - that doesn't use the API that has a problem in Tiger.
Thanks Dave. To be safe I erased the partial backup and started over after deleting SD 2.5 and reinstalling SD 2.1.4. Backup went perfectly.

FWIW, I was doing all this in preparation of upgrading to Leopard, so hopefully will be back soon with SD 2.5

Kupe
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  #11  
Old 02-01-2009, 03:13 AM
Midville Midville is offline
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Quote:
Originally Posted by prof_pixel View Post
I just received a new hard drive yesterday afternoon to backup my wife's iMac Intel running 10.4.11.

When I opened SD to start the backup process I was informed there was a new version of SuperDuper! available for download - version 2.5. Of course I updated 2.1.4 to 2.5 (a BAD choice, as I later found out).

The first time I tried, I got within about 20GB of completion and the counter appeared to freeze although the drive light was still flashing even though I waited about 20 minutes. I was afraid the new drive was bad. I transfered about 50GB of files to another hard drive and tried SuperDuper! again, and again, I got to about 20GB of completion and the same thing happened. At this point I was worried my wife's drive had some bad files although DU said it was OK. Needless to say I was concerned.

It was late and night and before trying any heavy duty troubleshooting on my wife's hard drive I decided to check your discussion forum (a GOOD choice) and luckily found this message thread.

Today I reverted to 2.1.4 and everything worked great!

I suggest you add a very noticeable warning to the 2.5 update info page advising Intel OS 10.4.x users NOT to update to 2.5!!!!! (There may have been such a warning, but I certainly didn't see one.)

Such a warning would have saved me a LOT of grief.
Me too! (Boldface added by me for emphasis.)

Quote:
Originally Posted by dnanian View Post
This actually happens to a small minority of users, and only on some Intel Macs, which is why there's no warning... but we did announce the problem the instant we found it, on the blog, and there's lots of discussion here on the forums. Plus - you can just contact me at support.
Wrong, wrong, wrong way to deal with this! You should definitely post a warning, as Prof Pixel suggested. Allow me to explain why.

My wife's MacBook Pro broke down the other day, and I'm scrambling to get her data out of that MBP and into mine so she can continue working. It's the end of the month and deadlines coming up on all sides, so timing is critical.

Getting the data out of her MBP has already involved a tiring day-long trip into the city to get the hard drive out of the laptop and into a cheap USB2 enclosure. Today I wanted to make clones of both that drive and the one in my MBP, so I'd have backups handy in case I screwed something up while moving her data from the former to the latter. I thought that would take a couple hours, tops, using SuperDuper.

Boy was I wrong. I wasted a few hours stopping and restarting SuperDuper because it was apparently hanging partway through the cloning process. What should have taken a couple hours has wasted half a day that my wife would've liked to spend catching up on her work. That's a couple very valuable hours that you could saved us by putting a warning of some sort on the download page.

You claim that by having noted this problem in your blog and in the forums you have done enough to alert users to this problem and its workaround. You are wrong. What you need to realize is that not everyone who downloads your product is going to take the time to read all your blogs and all the forum threads. Most will do what I did: I thoroughly read the product description, noted that you claim the current version is compatible with OS X 10.4.11, and downloaded it. That should be enough, no?

So what if I am one of the few people using an Intel Mac who have actually experienced this problem? Does the fact that I'm in the minority make my time any less valuable, or my circumstances any less dire? If it does not, then why shouldn't there be a warning on the download page?

Given a choice between (1) an explanation of what went wrong after I've wasted a couple hours trying to deal with a problem and (2) a warning that would prevent me from ever experiencing the problem in the first place, I will choose (2) every time. I will also avoid giving money to any company that tries to insist that (1) is the right way of doing things, for whatever reason.

And that is indeed your position, as stated in your response to Prof Pixel. You are essentially saying that I am to blame for the extra downtime I experienced using your product because I didn't look for this forum thread sooner. That is not a very kind attitude to take to a potential customer. Yes, I have indeed been toying with the idea of purchasing two or three licenses for SuperDuper! but to be frank my experience today has put me right off that idea.

I just thought you might want to know why you're losing sales. Please note that I've just spent several more minutes of my time explaining this to you because I feel SuperDuper is a good product that deserves to be supported better. If you wish to take umbrage at my tone and ignore me (as you did Prof Pixel) then of course you are free to do so; but you will only be doing yourselves and your customers a further disservice.


EDIT: I just noticed the slogan at the top of the page. "Software for an audience of one: you." ... Unless you're one of the small minority, eh? <sighs>

Last edited by Midville; 02-01-2009 at 03:32 AM.
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  #12  
Old 02-01-2009, 09:46 AM
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I did not take "umbrage" at Professor Pixel's report, nor yours. I spend an enormous amount of time engaging with my customers, Midville, and I value each comment, including your own.

That's one of the reasons I make it so incredibly easy to contact me at support, and why I endeavor to reply to every message I receive, often within an hour or less.

When a problem affects a small minority of customers, putting a large warning on the "download page" doesn't really make sense... especially since a "stopped" status display does not always indicate the user has been affected by this particular Tiger problem (since it can also happen when copying a large or 'constantly modifying/open' file, regardless of the version of SuperDuper!)... and most users don't even read the system requirements, let alone a complicated warning about an issue that might happen on a small percentage of users.

I feel that engaging with the user, and spending the few minutes needed to diagnose the problem, is a better way of ensuring a satisfactory result. I don't ask you to "go research the problem on the Forums" (although the information is there for users who prefer that kind of thing). I only ask you to drop me a note.
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  #13  
Old 02-02-2009, 08:18 PM
Midville Midville is offline
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But you did ignore Prof Pixel's advice.

I appreciate that you take your support duties seriously. My contention is that you are going about them the wrong way.

The problem is that you are expecting users to encounter a known issue and deal with it, when you should be helping them to avoid it in the first place. In my case, the results of this policy were nearly catastrophic. (My wife was just barely able to deliver her product in time; had she failed to make her deadlines, the damage to our business would easily have been more than one hundred times the cost of a SuperDuper license.) I could have spared myself this grief by not downloading the latest version of SuperDuper, but you chose not to provide the information I needed to make this decision.

So. You know there's an issue that may affect some users of SuperDuper on Intel machines running OS X 10.4. You also know that these users can avoid this issue by simply downloading and using a previous version of SuperDuper. Why not simply add a warning to the download page stating that users with this particular combination of hardware and OS should use the previous version?

Such a warning would take 10 to 15 minutes, tops, to add to your website. If it saves even one user (let alone your small minority) just one hour of grief, then it will have been worthwhile. The fact that most users would not bother to read the information does not justify your failure to make it available to the few who would.

I would ask you to consider the adage, "The customer is always right." Yes, it is clearly nonsense in many cases. I doubt that most users of SuperDuper know more than you folks do about programming backup utilities for the Macintosh, so you would be quite justified in ignoring any ill-considered advice from Joe Average-user regarding which APIs you should be using, etc.

But when it comes to knowing what information one needs to make a valid decision regarding whether one should download or purchase a piece of software, please understand that your customers will almost always have a better idea of their needs than you. Again, most users may well choose to ignore this information; but that does not lessen its value to the few who really need it.

So when a customer takes the time to write in and tell you what you could have done to spare him a couple hours' grief, as Prof Pixel did, your best course of action is to apologize and repair the deficiency as quickly as possible. Had you done as he requested, then there's a good chance I would be much more impressed with SuperDuper and more likely to buy Shirt Pocket products than I am at present.
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Old 02-02-2009, 09:46 PM
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Thanks for your suggestion and your feedback.
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