Product Manager won’t open

[michael.terry]

going around in circles trying to use PM…… My new MacBook Pro says Superior Drummer is installed but I don’t see the various grooves or kits or mixes.

When I try to install anything the product manager behaves strangely …. see screenshot

Operating system: macOS Catalina (10.15)

Topic

[Olof]

Please close that dialog and open “Activity Monitor” (in Applications > Utilities). Search for “product manager” like in my screenshot. If there is any such process, select it and use “Sample Process” and save the output as a text file and attach it here (so I can see why the process is still running). Then click the X button to stop the Product Manager process and try to start Product Manager again.

If there was no Product Manager process in Activity Monitor, open the “Go” menu in Finder and select “Go to Folder”. Paste ~/Library/Application Support/Toontrack/Product Manager into the dialog. Delete the file “SingleAppInstanceLock” from that folder. Then you should be able to start Product Manager.

Olof Hermansson - Toontrack
Coder

[michael.terry]

thanks Olof…… I tried both things….. MacBook still tells me I can only run one PM at a time….. same screen shot.

Operating system: macOS Catalina (10.15)

[michael.terry]

This is getting crazier Olof……. the Product Manager still won’t do it’s job.

On top of that it seems that Sup drummer app has been installed but when I load it into a S1 session the EZ drummer kits come up. None of the SD3

kits are there there….. no grooves at all….. How do I get rid of everything “Toontrack” and start all over? or maybe just use NI Abby Road Drums.

Operating system: macOS Catalina (10.15)

[Olof]

michael.terry wrote:

thanks Olof…… I tried both things….. MacBook still tells me I can only run one PM at a time….. same screen shot.

Operating system: macOS Catalina (10.15)

More details, please. Since you didn’t attach anything, there was no Product Manager process in Activity Monitor?

Did you find and delete SingleAppInstanceLock? If not, try to follow the instructions again and if you still can’t find it, take screenshots of the Go to Folder dialog and the folder contents.

Olof Hermansson - Toontrack
Coder

[Olof]

michael.terry wrote:

On top of that it seems that Sup drummer app has been installed but when I load it into a S1 session the EZ drummer kits come up. None of the SD3

Well, have you installed the SD3 sound library?

Olof Hermansson - Toontrack
Coder

[michael.terry]

Hey Olof….. can’t install anything as PM won’t open….. I will go thru your steps again…..

Operating system: macOS Catalina (10.15)

[michael.terry]

OK , Olof there is no “product manager” in the activity monitor….. I’ve taken a screenshot but it’s too big for the application.

The ” go to folder” fix drew a blank as well.

Is there some point where tech support at Toontrack might address my problem? I’ve been at this for 4 days now.

I’m in the middle of mixing projects and my go to drums are unusable…. please help.

Operating system: macOS Catalina (10.15)

[michael.terry]

Hold the phone….. it just worked…. sending the text file.

Operating system: macOS Catalina (10.15)

[Olof]

This sample is for the Product Manager process that is showing the dialog. But OK, then we know that there’s no other, hidden Product Manager.

Use “Go to Folder” like this:

The path to paste is:

~/Library/Application Support/Toontrack/Product Manager

Doing that correctly WILL open a folder named “Product Manager”. Can you get that folder to open?

It contains stuff like this:

Does yours contain a file named “SingleAppInstanceLock”?

If so, delete “SingleAppInstanceLock” and start Product Manager.

Olof Hermansson - Toontrack
Coder

[michael.terry]

Olof does not have anything in that folder that says….”SingleAppInstanceLock”

Operating system: macOS Catalina (10.15)

[Olof]

michael.terry wrote:

Olof does not have anything in that folder that says….”SingleAppInstanceLock”

Operating system: macOS Catalina (10.15)

Screenshot of what it contains?

That file is the only thing that can make PM show the dialog that another PM is already running…

Olof Hermansson - Toontrack
Coder

[michael.terry]

how can I take a screenshot that isn’t too big? Every screenshot is too large to send on this forum…. never encountered that before.

Operating system: macOS Catalina (10.15)

[Olof]

Press cmd-shift-4 and then mark the area on the screen. I didn’t know that there was a limit on images. If it’s the file type that’s the problem, you can compress (zip) it, but png files should work.

Olof Hermansson - Toontrack
Coder

[michael.terry]

thanks Olof

[Olof]

Thanks. Hm, yes there is another possibility – that PM is unable to create that file when it starts, that some folder permissions have become bad.

Please open Terminal (in Applications > Utilities) and paste the following command:

ls -leOd ~/Library ~/Library/Application\ Support ~/Library/Application\ Support/Toontrack ~/Library/Application\ Support/Toontrack/Product\ Manager

Then press Return and show me what it says in Terminal, either as text or with a screenshot.

Olof Hermansson - Toontrack
Coder

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