Hear | Oct 16 2009 |
PROSOFT SUPPORT We would like to address the issues here. First we do note that Hear is compatible with Snow Leopard, and most of our users use it with iTunes. We've seen that Hear will also work with other popular browsers for Mac. We'd like you to contact our Technical support department so that we can look further into the issues you are experiencing, please contact us either by phone, our support phone number is 925-426-6306, or you can send an email to us from our website: http://www.joesoft.com/support. We are open from Monday to Friday 7AM to 5PM, PST. JoeSoft Customer Support
(Version 1.0.3) | |
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Data Rescue | Oct 14 2009 |
PROSOFT SUPPORT Definitely if the drive has any bad blocks on it, this can increase the length of time that the scan will take to complete. Please contact our Support department if you have any questions and we'll be more than happy to assist you. We can be reached at 925-426-6306 between the hours of 7AM and 5PM Monday to Friday PST. Prosoft Engineering Customer Support | |
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Hear | Jul 31 2009 |
Because of the way Hear operates, it requires a restart of the computer once the application is installed to finish the installation process. We'd love to hear from you, please contact our Support department so that we can help you further. We can be reached at 925-426-6306, and our hours are from 7AM to 5PM Monday to Friday, PST. Joesoft Customer Support
(Version 1.0.3) | |
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Hear | Jul 17 2009 |
PROSOFT SUPPORT As Gordon noted, we are working on a new version of Hear that will be available in the coming months. Please contact our Technical Support Department so that we can look into helping you get Hear working on your system. We've not heard of any problems with Hear after the Apple OS updates, so we'd like to look into the problem you are having. You can contact our Support department at 1-925-426-6306 and we're open from 7AM to 5PM Monday to Friday, PST. We'd love to hear from you and help you out. Joesoft Customer Support
(Version 1.0.3) | |
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Drive Genius | Apr 21 2009 |
PROSOFT SUPPORT Thanks for your feedback about Drive Genius. We appreciate hearing from our customers about their experiences, the good as well as the bad, and we appreciate you taking the time out to share your experience. We also want to present an update to where Drive Genius is at now, as we constantly strive to improve Drive Genius. Drive Genius 2 is indeed compatible with Bootcamp, as there are a number of features that can be used: Repair (Verify, Repair, Rebuild, Repair Permissions and Verify Preferences), Defragment, Duplicate, Scan, DriveSlim®, Benchtest, Integrity Check, Initialize and Sector Edit. The one feature that is not "compatible" with Bootcamp is Repartition. This feature is a little different because it goes deeper into the drive's partition table, and is not intended to work with MSDOS/Windows partition formats. So, if you have a BootCamp partition, Drive Genius 2 will actually inform you that the BootCamp partition cannot be repartitioned and will not allow you to proceed any further (this safeguard was put in place back in Drive Genius 2.0.3, which was released on June 3rd, 2008 and it has continued with each release since). All other Drive Genius 2 features will detect and skip over the Bootcamp partition while still working on the Mac-formated portions of your drive(s). Again we appreciate your feedback, and if you have any further questions we welcome you to contact our Technical Support staff at 925-426-6306 or via email--We'd love to hear from you and hope that you give Drive Genius 2 another try. Prosoft Support
(Version 2.1.1) | |
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Drive Genius | Apr 17 2009 |
Let me take some time to address your concerns. Defragmentation is a subjective matter. Some customers mention they do not see a performance difference, others will swear by it. It is really a matter of disk usage and the data the they are accessing. A common user who browses the internet, listens to mp3s, and works on word documents may not notice a the results of a defragmentation. A power user who deals with large video files and moving large amounts of data on their drive that is reaching near capacity may see some quicker access to their files. Fragmentation occurs when files are written onto the hard drive with limited contiguous space to accommodate an entire file. This fragmentation causes the hard drive to slow down its access time since the hard drive head has to seek to the various locations of the files. The Mac OS automatically defrags files that are under 20MB, which is great for a majority of files. But larger files can become fragmented as they are writing to a hard drive that is reaching near its capacity. The Apple store uses Drive Genius at the Genius Bars as part of their maintenance with the Pro Care Package. The Genius Bars do use the Defrag feature to help optimize machines. Would the Genius Bars use Drive Genius 2's Defragmentation feature if wasn't a helpful utility? As part of any disk maintenance process, wether using Drive Genius or Disk Utility, it is always recommended to have a recent backup of your system in the case of unexpected occurrences. If a power failure occurs during an extensive process such as Defrag, it may lead to an unstable situation that will require you to restore your backup or reinstall your operating system. Before using the Defrag utility, Drive Genius 2 warns the user to have a backup of your system beginning the process. Prosoft Customer Support
(Version 2.1.1) | |
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Drive Genius | Apr 17 2009 |
PROSOFT SUPPORT I'm sorry to hear of the difficulties you have experienced. We would like to gather more information regarding what you have experienced and ensure this is not occurring on the latest update we have provided. Please contact our Technical Support Department at 925-426-6306 and we will be glad to help you. Prosoft Customer Support
(Version 2.1.1) | |
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Drive Genius | Mar 23 2009 |
David from Prosoft support here-- Even though Drive Genius is an award-winning product which Apple uses at the Genius Bar, there are always some cases that Drive Genius and other utilities cannot repair/fix. In these cases, many users will try different tools since they all go about trying to repair the issue in slightly different manners. We've heard of Drive Genius working when other tools didn't work and vice-versa. It depends on the unique situation (all drives and their corruption are unique). As strange as it sounds, we've also heard of corruption being cured after multiple attempts and therefore we do offer that up as a possible solution on a case-by-case basis... | |
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Drive Genius | Mar 16 2009 |
We are sincerely sorry to hear about the issues you have experienced with Drive Genius 2. We really do care about our customers and are always frustrated when we hear of issues like this- Although Drive Genius is an award-winning utility, it is important to note that all drive utilities can expose problems that you might not have known about before. A drive may have "been fine before", but in reality there may have been unknown issues. With that said, we commonly advise the following steps in using Drive Genius 2 to help you provide maintenance on your computer: 1) Duplicate your hard drive-- This is the most important step users need to take before doing maintenance on their hard drive) 2) Repair Errors on your Hard drive 3) Defrag your hard drive. Given your situation, please contact our Support department. We do want to get information about your system so that we can look into this issue. This is very uncommon with the use of Drive Genius, which is an award winning application used every day around the world by end users, IT professionals and the Apple Genius Bar includes Drive Genius as part of their ProCare plan, so we would like to get some more information about your system. You can contact our support by email to support@prosoftengineering.com or give us a call at 925-426-6306. Prosoft Engineering
(Version 2.1.0) | |
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Drive Genius | Jan 20 2009 |
We are constantly improving Drive Genius 2 and we have some new improvements coming down the road. Apple uses Drive Genius at the Genius Bar specifically for Defragging and we're working to improve that function in terms of performance-Thank you for your feedback on Drive Genius and please do not hesitate to send emails to us directly on our website: http://www.prosoftengineering.com/support/ David from Prosoft
(Version 2.1) | |
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Drive Genius | Jan 9 2009 |
PROSOFT SUPPORT As we stated in our technical response to you, you do need to boot up your computer from the Drive Genius DVD to use the functions of Defrag, Repartition, Scan, Repair, Benchtest, Scan, Integrity Check, Duplicate, Sector Edit, Initialize and Shred - please note that this only pertains to the operating system boot drive. These functions can be run, while your system is booted into the Mac OS, on secondary hard drives (external firewire, USB or internal drives). This allows the drive to be unmounted from the computer. When the operating system is in use on the drive, the file system can't be closed down because files are in use, and thus the drive can't be unmounted. The other reason you were not able to Defragment your boot drive is that you were running Drive Genius from your Applications folder on the same drive you intended to perform maintenance. Please feel free to contact our Technical Support department again if you wish to use Drive Genius - we will be happy to help you get the most out of Drive Genius. You may contact us at 1-925-426-6306 from 7AM to 5PM Monday to Friday, or by email to support@prosofteng.com Prosoft Customer Support
(Version 2.1) | |
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Drive Genius | Jan 5 2009 |
PROSOFT SUPPORT We're sorry to hear that you seem to be having some problems with Drive Genius. In regards to the Santa Rosa chipset, this issue was/is actually controlled completely by Apple with their releasing of Boot Disc DDKs to developers- Apple was very late in releasing to all developers, the needed DDK for those machines- Prosoft was the first company to release a Leopard Boot DVD (needed by those machines), beating the competition by months.. Plus, Prosoft gave those discs away at no charge whereas most other companies charged $20-$30 for a new updated disc- For what its worth, this was all way back in June 2008 (when Apple finally released the DDK to developers)-- Prosoft announced and began shipping the updated DVDs a mere 3 days after Apple made it legal for developers to begin developing those discs (as mentioned most competitors took 4-5 months to get theirs out after Apple posted the DDK, we only took 3 days.. )--- Since Apple uses Drive Genius 2 every single day at the Genius Bar in each Apple Store worldwide, it's imperative that Drive Genius is kept up to date and we've strived to continue our best in class heritage for updated boot technology availability-- We would encourage you to contact our Support department to obtain the latest boot disk image that should resolve any problems you are having booting up from the Drive Genius DVD. You can contact us at 925-426-6306 or by email to support@prosofteng.com Thank you for your feedback and we welcome you to please contact for a free updated Leopard Boot DVD-- Prosoft Customer Support
(Version 2.1) | |
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Drive Genius | Jan 5 2009 |
PROSOFT SUPPORT This is David from Prosoft Support. I am sincerely sorry to hear about the issues you have experienced with Drive Genius 2. We really do care about our customers and are always frustrated when we hear of issues like this- Although Drive Genius is an award-winning utility, it is important to note that all drive utilities can expose problems that you might not have known about before. A drive may have "been fine before", but in reality there may have been unknown issues. With that said, we commonly advise the following steps in using Drive Genius 2 to help you provide maintenance on your computer: 1) Duplicate your hard drive-- This is the most important step users need to take before doing maintenance on their hard drive) 2) Repair Errors on your Hard drive 3) Defrag your hard drive. As you noted with your first hard drive, when you defragmented the drive everything went well, and this is the typical performance for Drive Genius, and I'm sure you'll also see a lot of positive comments here as well. As a part of any disk maintenance or upgrade process, we always recommend all users to back up or make a clone of your hard drive before using disk utility tools. With any software, there is always a very small fraction of users that will experience some sort of problem and that is why it is imperative to always backup. With disk utilities, the danger, although small in terms of percentages, can be extreme, since disk utilities work at such a low level and move data around more-so than other software types. It's important to note, the Defrag function explicitly advises users to backup their data as a preventative measure for those very small number of cases. We even include a full device clone feature in Drive Genius to make it easy to do that important first step of backing up the drive. Every hard drive scenario is different, and all have the possibility of encountering unforeseen errors. Corruption can exist in a file system for a long time without being noticed or causing a problem. Your file system was likely corrupted before you defragmented your drive and unfortunately the defragment procedure exposed the file system corruption. Therefore, before proceeding with a Defrag, we recommend users to repair your hard drive to fix any issues that may exist on your file system. By using the Drive Genius' repair/rebuild features prior to using the Defrag, Drive Genius 2 will fix any potential problems before data is moved for the Defrag. Drive Genius is an award winning application, used daily around the world to successfully defragment hard drives. It is one of the top-selling disk utilities in the world. The Apple Store uses Drive Genius Defrag as part of their Pro Care program every day in each store around the world- They would not use Defrag in Drive Genius if this was something that happened often- . Regardless of awards and many years of thousands of happy custotmers, there will be small percentage of users who may experience issues with their hard drive when using a disk utility. These situations are definitely not the norm, but they do occur. If you search online now, you will find hundreds if not thousands of Mac Users who might have simply updated their OS and in that process corrupted their drive. This is not the norm for Apple users, but these problems do exist. The point is that there is no 100% safe software and there is always potential for issues (especially with disk maintenance software). That is why even when using award-winning disk utility products, the user always needs to backup. Anyone that tells you that you don't need to backup before doing maintenance on your drive is simply not being honest with the risks, however small they may be- While this may not make recovering from the problem you experienced any easier to deal with, we want to assure you that Drive Genius is a world-class product. The defrag feature is the number one feature used by customers and the issues you are seeing are extremely rare. We apologize for the difficulties you have experienced while performing a Defrag on your drive and although it won't make your situation any easier, it is indeed something that is rarely seen- As always, we recommend backing up before you do any maintenance on your hard drive(s). That is always the first step - Prosoft Engineering Customer Support
(Version 2.1) | |
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Replies:
Drive Genius | Jan 9 2009 |
MAXIMUSMEDIA Thanks for your response Dave. In review of your comments I will share a few responses. First of all, I was able to resurrect my hard drive and correct the issues caused by Drive Genius II by using Disc Warrior. I notice that one other person who posted comments on this forum was not so fortunate. Prior to using your product I had already run the Apple Disc Utility and repaired permissions or run a repair on the drives. No problems were evident. I then ran Tech Tool to defrag the drive, which as you may know defragments only the files and not the empty space. Since I do intensive video and audio editing I wanted the advantage of having all the free space defragmented as well. I saw the ad for your product and so purchased it. The computer was never on between the time I had run Apple Disc Tools and Tech Tool and when I ran your product. Even though this computer has been rock solid since I have had it, I always like to keep it well maintained so I run Disc Tool at least once a month. As explained before, your product rendered my computer totally inoperative to the point that when I tried to boot from my CD it wouldn’t even recognize that I had a CD drive. Not good. Extremely not good. Ultimately after quite a bit of effort and time, I was able to get it to find my CD drive and boot up from Disc Warrior which then neatly fixed the problems and I was back up and running. Your advice to me to back up my hard drive makes sense although in my case it does create some problems with some of the software I use. All my data was on another drive so in essence I was dealing with trying to not have to rebuild my system drive with all of the programs that I use that are copy protected and require more than a simple reinstall. Regardless, the point is that Tech Tool, Apple (and at other times Disc Warrior) at one pint or another all have given this computer a clean bill of health. So your explanation that your product managed to find a hidden error seems highly unlikely, especially in the light that so many others are experiencing the same problem as did I. To make matters worse, once it “exposes problems of which I (and Apple Disc Tool and Tech Tool and Disc Warrior) may not be aware” the way it dealt with it was to render my hard drive useless. This is not an acceptable form of repair if you ask me. By way of example: I drive Harley Davidson motorcycles. Like many Harley riders, I like to enhance the performance of the stock model, in much the same way your product is supposed to deal with my Mac hard drive. Imagine if you will that I take my Harley to the dealer and get a very clean bill of health. I then take it to my nationally ranked professional Harley racer who knows how to finesse the engine and tuning for optimum performance. Suppose he then renders the engine inoperable, charges me for the service and explains that Harley Davidson had a hidden problem that he found so the best way to deal with it is to freeze up the engine. Does this make any sense? Granted, the first drive I tried your product on had no issues. However, the second one locked up. Obviously I was not going to run this on any other drive. In some cases, 1 for 2 may not be bad. In this case it is totally unacceptable. You may have an award winning software program but the reality is that there are a lot of Mac users out there as evidenced by this website who are experiencing real and expensive problems that arise when using your software. In my opinion, the bottom line is that your kind professional response was simply a nice way of telling me that you sell a lot of product and that the problem was somehow caused by me, even though I had run Apple Disc tool. Maybe I am way off base in saying that your software has some serious defect that causes loss of time and money that needs to be addressed. My personal experience would seem to indicate that it most certainly does and I am pretty certain others out there who have had the same experience would agree.
(Version 2.1) | |
Drive Genius | Dec 19 2008 |
This is David from Prosoft Support. I am sincerely sorry to hear about the issues you have experienced with Drive Genius 2. We really do care about our customers and are always frustrated when we hear of issues like this- Although Drive Genius is an award-winning utility, it is important to note that all drive utilities can expose problems that you might not have known about before. A drive may have "been fine before", but in reality there may have been unknown issues. With that said, we commonly advise the following steps in using Drive Genius 2 to help you provide maintenance on your computer: 1) Duplicate your hard drive-- This is the most important step users need to take before doing maintenance on their hard drive) 2) Repair Errors on your Hard drive 3) Defrag your hard drive. As a part of any disk maintenance or upgrade process, we always recommend all users to back up or make a clone of your hard drive before using disk utility tools. With any software, there is always a very small fraction of users that will experience some sort of problem and that is why it is imperative to always backup. With disk utilities, the danger, although small in terms of percentages, can be extreme, since disk utilities work at such a low level and move data around more-so than other software types. It's important to note, the Defrag function explicitly advises users to backup their data as a preventative measure for those very small number of cases. We even include a full device clone feature in Drive Genius to make it easy to do that important first step of backing up the drive. Every hard drive scenario is different, and all have the possibility of encountering unforeseen errors. Corruption can exist in a file system for a long time without being noticed or causing a problem. Your file system was likely corrupted before you defragmented your drive and unfortunately the defragment procedure exposed the file system corruption. Therefore, before proceeding with a Defrag, we recommend users to repair your hard drive to fix any issues that may exist on your file system. By using the Drive Genius' repair/rebuild features prior to using the Defrag, Drive Genius 2 will fix any potential problems before data is moved for the Defrag. Drive Genius is an award winning application, used daily around the world to successfully defragment hard drives. It is one of the top-selling disk utilities in the world. The Apple Store uses Drive Genius Defrag as part of their Pro Care program every day in each store around the world- They would not use Defrag in Drive Genius if this was something that happened often- . Regardless of awards and many years of thousands of happy custotmers, there will be small percentage of users who may experience issues with their hard drive when using a disk utility. These situations are definitely not the norm, but they do occur. If you search online now, you will find hundreds if not thousands of Mac Users who might have simply updated their OS and in that process corrupted their drive. This is not the norm for Apple users, but these problems do exist. The point is that there is no 100% safe software and there is always potential for issues (especially with disk maintenance software). That is why even when using award-winning disk utility products, the user always needs to backup. Anyone that tells you that you don't need to backup before doing maintenance on your drive is simply not being honest with the risks, however small they may be- While this may not make recovering from the problem you experienced any easier to deal with, we want to assure you that Drive Genius is a world-class product. The defrag feature is the number one feature used by customers and the issues you are seeing are extremely rare. We apologize for the difficulties you have experienced while performing a Defrag on your drive and although it won't make your situation any easier, it is indeed something that is rarely seen- As always, we recommend backing up before you do any maintenance on your hard drive(s). That is always the first step - David from Prosoft Support
(Version 2.1) | |
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Drive Genius | Mar 31 2005 |
My name Sydney from the Prosoft Engineering Technical Support group. Can you please contact us at support@prosofteng.com, we would very much like to help.
(Version 1.1) | |
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