MAC USER ALERT - Incompatibility of macOS Catalina & Genie

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    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.

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    A/Prof Peter Cosman

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

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    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.

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    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]

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    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).

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    Peter Oram

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

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    Michelle

    a sense of déjà vu again

    Cheers

    Lee

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    Michelle

    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

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    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.

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    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.  

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