Incompatibility of macOS Big Sur and Catalina with Genie

Was this article helpful?


Let us know what else you'd like to see in this article. to leave a comment below.


Comments

20 comments

  • Avatar
    Peter Oram

    "We will continue to update our customers as we progress with the development of a 64 bit application."

    How will Genie Solutions update us? Via email? Via an online forum? My preference is for DIRECT communication with customers, rather than asking customers to keep checking an online forum in case the information has changed. 

    "We are committed to delivering on this updated 64 bit application before Apple ceases support for macOS 10.14 Mojave."

    Thankfully, it will probably be a year or two before Apple completely ceases support for Mojave. But the problem in the meantime is that when we have problems with other elements of macOS (e.g. Mail or Messages), it becomes increasingly difficult to receive adequate support from AppleCare because the first thing that they do is strongly urge us to upgrade in order to solve the problem, and they are very reluctant to do any significant trouble-shooting if the customer is not using the latest macOS.

    0
    Comment actions Permalink
  • Avatar
    Prof Peter Cosman

    Why does every Mac OS update take Genie Solutions by surprise?

    1
    Comment actions Permalink
  • Avatar
    Bridget de Gier

    Good morning A/Prof Cosman,

    I don't think it's a fair statement to say that every macOS update takes us by surprise but I can appreciate why this may be a perception when we don't have a version of Genie immediately ready post a macOS update being made available.  There is usually a number of factors that play into this delay in us having a fully-compatible version of Genie ready for our customers to download - the largest being the sheer amount of development work usually required just to keep up with all the changes that occur from macOS to macOS.  We have always aimed, and will continue to, to be able to deliver on a compatible version as quickly as we can despite these myriad of factors at play.

    0
    Comment actions Permalink
  • Avatar
    Peter Oram

    Bridget,

    Perhaps a better question would be "Why does every Mac OS update appear to take Genie Solutions by surprise?" (I believe that the answer lies in the lack of clear communication from Genie Solutions about exactly what causes delays. The promise of a communication update every two months seems to imply a lack of commitment to clear communication with customers and/or a very slow pace of development.)

    I believe that Genie customers do not expect a version of Genie immediately after a macOS-update is made available, and I believe it is disingenuous to create a false dichotomy between 'immediately' and 'up to two years'. As a customer of a software company, I understand that there is an enormous amount of development work required to keep up with all the changes that occur from macOS to macOS. As a customer of a software company, I also expect that the software company will begin development work as soon as Apple announces the next change. In the case of the 64-bit change, that was June 2018, when unfortunately Genie Solutions was still struggling to update from Sierra.

    I understand that you aim to be able to deliver on a compatible version as quickly as you can, but I believe that two years between Mojave and Catalina is an unreasonably long period for customers to wait, just as I believe that 19 months was an unreasonably long period between Sierra and Mojave.

    [edited]

    1
    Comment actions Permalink
  • Avatar
    Bridget de Gier

    Hi Peter,

    I don't think there's any merit in talking hypothetically about how I might spend my money or my expectations of software providers (especially considering I only updated my personal MacBook to High Sierra within the last 2 months).

    1
    Comment actions Permalink
  • Avatar
    Peter Oram

    I agree, Bridget: hypotheticals like mine aren't helpful. I have edited my post to remove that part.

    0
    Comment actions Permalink
  • Avatar
    office

    a sense of déjà vu again

    Cheers

    Lee

    0
    Comment actions Permalink
  • Avatar
    office

    It's now mid November 2019. New apple hardware is needed, all of which will have at least Catalina. I am unable to tell the tide to go out. Where is Genie up to with the not unexpected need to support a 64-bit application? I have not had any updates as I would have expected. Customer service team still asleep at the wheel? I know you'll probably suggest using Windows 10 via Parallels but that is a poor (and dare I say lazy) workaround for me and my office. Cheers Lee

    1
    Comment actions Permalink
  • Avatar
    Peter Oram

    Hi Lee!

    Genie Solutions state in this article: “We will continue to update our customers as we progress with the development of a 64 bit application.” However, this means only that Genie Solutions will edit the post about 64-bit development; it does not mean that Genie Solutions will proactively update affected customers directly; we customers have to check these community forums regularly to find out what is going on, as that is the only method that Genie Solutions have agreed to use.

    In theory, it should be possible to "Follow" a particular thread so that one receives a notification, but that only works if someone actually posts a comment; simply editing a post doesn't trigger a notification.

    I am following https://geniesupport.geniesolutions.com.au/hc/en-us/community/posts/360050398991-64bit-Genie-Compatibility-Updates?page=1#community_comment_360008398711

    Genie Solutions have undertaken to type a comment in each time they update the post so that "followers" receive a notification.

    0
    Comment actions Permalink
  • Avatar
    Bridget de Gier

    Hi Lee,

    In addition to the Community Post we have created we have also included information about our 64-bit compatibility development updates via a email newsletter which I can has been opened by somebody who monitors your email address.  I would recommend reviewing both the newsletter and our community post to get a more detailed overview of where we're at in delivering an application that is 64-bit compatible.  

    For those customers who have required new hardware we have had some customers who have been able to successfully downgrade their hardware to run Mojave instead of Catalina or have been able to source hardware out of the box that was running the older hardware.  If this is not an option then our recommendation would be to run Parallels.  You don't need to run Windows 10 in this Parallels environment but rather you could run a Mojave operating system instead so you can still have the familiarity of a macOS.  

    0
    Comment actions Permalink
  • Avatar
    Crispin Corte

    I'm was fine with the fact that in the two years since the announcement that 32Bit applications would cease to be supported Genie had not managed to sort this out...

    until...

    I had to purchase a new computer, that shipped with OSX Catalina. What a pain to have to create a string of work arounds to downgrade the OS to a version older than the shipped OS. 

    Almost as much of a pain as, say, ringing up clinic to cloud, and, say, switching my entire practice over. I am genuinely considering this today.

    Disappointed Genie.

    2
    Comment actions Permalink
  • Avatar
    Samantha Browning

    Thank for your feedback Dr Corte

    I am one of the Sydney customer success specialists and will be in touch to discuss.

    0
    Comment actions Permalink
  • Avatar
    Michael Knight

    What are the implications of Apple moving to RISC "Apple Silicone". Genie will be rewritten for 64 bit OSX15.15, and then will it have to use Rosetta for Apple Silicone while it is being rewritten again for the new processors? Does it make more sense just to aim all the energy to new hardware/OS10.16, or should I start buying Windows computers, or just make sure I buy the last Intel computers Apple makes?

    1
    Comment actions Permalink
  • Avatar
    Carolyn Mills

    We're currently investigating the impact of Apple's decision to remove Intel chips and move to ARM.

    Early investigations do not suggest a further rewrite but we will have a statement as soon as we know the full extent of the move and it's implications on all facets of Genie, not just the 4D code.

     

    0
    Comment actions Permalink
  • Avatar
    Dr Michael Block

    I've been told several times that I can run 32-bit Genie within a Parallels environment on a 2020+ Mac. This is true, certainly with Intel powered Macs, and possibly true with future ARM powered Macs. It does mean buying my next MacBook Pro with a 2TB SSD rather than a 1TB SSD, a $600 additional cost, as well as a Parallels license. That's OK for me, I only need one laptop to run my practice, but when you're looking at large practices with multiple Mac equipped end-users, it becomes a considerable additional expense for both increased size SSDs and Parallels licenses and IT support.

    0
    Comment actions Permalink
  • Avatar
    Erinfuller361

    I purchased a new MacBook Air 6 months ago that shipped with 64 Bit OS. 32Bit macOS running with parallels will not run on this Mac Book. So my new Mac is currently useless. 

    Apple has just released the macOS Big Sur Beta with a public release version scheduled soon. I find it very frustrating and disappointing that Genie is so far behind with Mac OS compatibility.

    What is the completion date for Catalina compatibility? and what is the planned completion date for Big Sur compatibility?     

    0
    Comment actions Permalink
  • Avatar
    Dr Lilian Johnstone

    Thanks for the update - very disappointing. As a Mac user, I chose Genie as at the time it was one of the few Practice management software options available to Mac users. I need to move to a new computer which will have Catalina - I refuse to use Parallels - can you advise which other practice management systems will allow transition of Genie data and support Mac - i see no other option but to start again with someone else.

    0
    Comment actions Permalink
  • Avatar
    Michael Knight

    As Dr Johnstone has indicated, there are many of us who have huge capital investments in Apple Mac hardware. Changing to alternative hardware will cost more than changing software providers. Its getting closer to crunch time for me and without any updates from Genie I am completely in the dark. Apple have clearly moved their architecture to a new processor family, and only software purchased through the Apple store is automatically compatible. This change has been signalled for over 24 months with changes in OSX and quite explicitly for 12 months. I see many innovations at Genie Solutions in their press releases, but very little to reassure me as a 15 veteran that my basic functionality will be maintained. Clear communication and transparency is required.

    0
    Comment actions Permalink
  • Avatar
    Dr Scott Fanning

    I'm really trying hard not to be overly critical here, however this issue of Mac OS compatibility is a complete and utter debacle.  As you mentioned in another post, 44% of your customers are using a Mac in some way to run their practice.  I'm genuinely surprised you'd publish those figures.  That's 44% of your customers who are unable to upgrade their machines or add more Mac servers/workstations/laptops.  It's 44% who are one hardware failure away from a really major problem.  I suspect many are blissfully ignorant and I'm sure you're only hearing from a vocal minority on these forums, however in effect you are currently failing almost HALF of your customers.  Why aren't the alarm bells ringing?

    Genie compatibility on Mac is now TWO operating system versions behind what is being shipped.  It is impossible to purchase a new machine which will run your software (without a LOT of mucking around).  This is an EMERGENCY, and I'm sorry to say it really doesn't seem to be bothering you lot too much at all.  "We'll let you folk know how things are in another 2, 4, 6, 8, 10, 12 months".... sorry, not good enough.  

    As much as we all applaud the time and resources spent in developing Gentu and the other recent bells and whistles, you seem to be ignoring the massive trumpeting elephant currently stampeding through the room.  Personally I don't give a rodent's rectum if you have cleverly integrated a Telehealth function into Genie or the demographics window is 5% better when I CANNOT LOAD AND USE YOUR SOFTWARE ON A NEW MAC.  I'd imagine I'm not alone in no longer recommending Genie to my Mac-user colleagues. 

    I love the Genie platform guys & gals, and have no desire to switch software.....but gee whiz you are really stretching the friendship at present.  Please sort it out.

    0
    Comment actions Permalink
  • Avatar
    Heather

    I agree with the posts above, and share Scott Fanning's frustration.

    If Genie was a medical practitioner, it would be sued/struck off for failure to treat a problem it knew about years ago.

    I need a new laptop, which will be an M1 chip/Big Sur MacBook Pro 13". How can I make this run Genie? I don't have Parallels, I've never used Windows, and as Dr Bones McCoy would say, I'm a doctor, not an IT expert. 

    I don't want to spend hours of my time and thousands of dollars on my IT people to fix something that Genie knew about and failed to resolve - please tell us if Genie is ceasing Mac support, so those of us who are Mac people can put our effort and money into another system.

    0
    Comment actions Permalink