Updated macOS Mojave Release Notification

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    Michael Knight

    Every year we have this problem. Apple updates its operating system, and Genie struggles to function. The problem with this is: that buying a new Apple Mac forces the use of the new operating system and the poor end user just has to take chance. These announcements don't give users any timeline for the eventual solution to the problem. This in turn makes system maintenance difficult. Given Apple releases multiple beta versions of its new operation systems prior to final release, its a little difficult to understand why this occurs.

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    Bridget de Gier

    Hi Michael,

    Thank-you for taking the time to offer your thoughts on this.  I know the delay in having a version of Genie that works reliably on newer Apple operating systems is frustrating and it's something that we're very mindful of here at Genie Solutions.  As the National Support Manager I'm acutely aware of how frustrating it is for our customers to be stuck in this no man's land of needing to buy or upgrade their hardware and not being able to because there is a lack of guarantee that the Genie application will work as required for your practice.

    I followed up with our Product Manager who has advised that we expect to have a version of Genie which offers full compatibility with both High Sierra and Mojave out by the end of this calendar year. 

    In terms of the delay in getting Genie updated to work on the latest Apple operating systems, I can advise that this particular change has required a significant amount of rewriting of our development code to accommodate the changes needed for Genie to work correctly.  We have been working on these changes for a significant period of time and continue to do so.  We've also been testing Genie on the myriad of beta releases Apple released to see what impact they have had on the performance of Genie.  I appreciate that this delay is frustrating but I would like to reassure you that we are working hard to ensure we're continuing to deliver a product that works as our customers require.

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    Michelle

    So if I need new mac hardware (installed with Mojave), I can't buy this for 6-8 weeks?

    I have been through this before when a critical machine imploded in this "window period"

    It seems Genie is a standout from other software providers. There is a somewhat confected surprise when a new mac OS arrives, with a reactive response with the necessary Genie upgrade

    A tighter timeline and frequent updates on the work you're doing may be a customer-friendly approach. 

    Cheers 

    Lee

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    Peter Oram

    I agree with Lee: much more frequent notifications about progress would help keep clients content that _something_ is happening towards a release.

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    A/Prof Peter Cosman

    It's a real problem, not only for those requiring new hardware.  Many of the other apps we use require updates, which in turn only work with Mojave.  So we are forced to chose between Genie and other apps, but we can't have both.  For the cost of annual licensing, you can and should do better.

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    Quentin Hall

    Really only a problem if you are a "must upgrade to the latest - because it's the latest" MacOS X person.  I work in this industry and will upgrade either after 2 or 3 "sub-upgrades" from Apple as the bugs are ironed out. Don't forget half the time the developers of software haven't fully trialled their software - so it can be a few weeks to months before they offer solutions which could impact on your business. So best be safe - HOLD OFF.  Turn OFF all updates in the Software Updates (as suggested) and do them manually - don't let staff madly click windows that pop up.  Throw away any "INSTALL MOJAVE" files you find in the APPLICATIONS folder (where they will go before installing).  You don't know how many I find that the person has clicked but luckily NOT installed.

    I'll never load it on a production computer - I wait as having to "go back" to an earlier MacOS X is a pain (for example did one for a customer yesterday and it was over 2 hours of mucking about - BEFORE I could return his data.   The new formatting (APFS) can cause some issues when winding back as certain bits are "locked" for protection and won't easily "go".

    Even with MOST of the new Mac's coming out today, you can wind them "back" (ask your Apple person or shop). Only the "Late 2018" MacMini's etc can't do this as they are made to start only with MacOS X 10.14.

     

    Q

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    Peter Oram

    I understand what you're saying Quentin, and agree that it isn't always necessary to upgrade to the latest version of something. However, if I have a problem with macOS (unrelated to Genie), and phone Apple for support, the first thing that they ask is what version of macOS I'm using, and they are will not go through any trouble-shooting steps when they discover that I'm still on Sierra. For example, right now my Text Replacements aren't working, but I know from experience that Apple expects me to update to the latest operating system in case that update has solved my particular problem. (macOS Text Replacements have nothing to do with Genie - they don't work within 4D anyway - it's just a current, real example.)

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    Quentin Hall

    True, plus Apple does seem to always return repaired computers "with the latest available software - even when you expressly say "I want High Sierra" someone doesn't read the notes!

    I noticed that if you wanted to make a "Photo Book" from the Photos programme this year "You need to have Mojave running to send the photos".  Which forces you to do the update. I wonder if the changes really needed the new MacOS X just to send your work?

    Apple officially support the last 3 operating systems (10.12.x / 10.13.x / 10.14.x) - but sometimes you are forced to upgrade even within these 3 supported OS's.

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    Peter Oram

    I have been told by a Genie staff member via email that Genie version 9.2.1 is planned to be completed by late March to early April, and that Mojave should be compatible with 9.2.1.

    Would it be possible to update this notification page, if the emailed information is correct? I am not alone in desiring timely communication about this long-standing delay. The shifting end-time is frustrating for your customers, but perhaps would feel less frustrating if we were kept informed. It bothers me that I have to chase the information instead of Genie contacting me to say something like "We had previously estimated that a version compatible with Mojave would be ready by the end of February, but now it appears that late March or early April is more likely for the following reasons..." Does Genie have a list of all customers who use Apple computers? Would it be possible for Genie to consider emailing all Apple customers when a planned deadline needs to be changed? Is this something that Genie has considered but rejected for some reason?

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    Bridget de Gier

    Hi Peter,

    Thank-you for your time commenting here - you have highlighted an oversight on our behalf in not having this communication updated to reflect the new time frame for our next release of Genie.  Due to a number of background issues with Genie and it's dependent plugins this update has taken much longer than it should have and has resulted in us changing the expected release date.  That was confirmed early this week and we should have updated this article at that time to reflect this information so that our customers were kept to date.  I have updated the article accordingly now.  

    We do  not have a list of all customers who use Apple computers and as such are unable to segment any communication to just those customers.  We are always looking at ways that we can improve our customer's experience and I will be taking your feedback on board to discuss further with our communication team so we can see what changes we can make in future to ensure our customers feel like they are correctly informed and up-to-date.

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    Michelle

    Thanks Bridget. I agree with Peter's comment.

    I'm surprised Genie doesn't have a customer database with a field called "OS". I use Apple for 95% of the office so please put me on such a list if/when you create it. Do you need some help with your database?

    Extrapolating from other stories about broken down lifts, public transport mishaps and aircraft stalled on the tarmac, frequent informative updates to your punters is likely to be the best antidote to rage, dismay and bad press. It's also a good way to cultivate customer respect and loyalty.

    Cheers

    Lee

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