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How to Solve a Problem With a Mac App

Person frustrated with their computer
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It can be very frustrating when an app does not work as expected. Here is what you can do about it.


Read the FAQ

To quickly solve a problem, see if you can find it in the frequently asked questions (FAQ). There might be a help button in the app or you can visit the app’s website to find them.

1Focus FAQ

Contact Customer Support

Bad customer support can be very frustrating and we have all experienced it. However, good customer support can solve most problems in reasonable time. So give them a chance to help you.

Contact Them Directly

Avoid reporting a problem through a review. Reviews need to be approved by Apple and replies to them, too, which can delay support for several days.

Be Specific

Be very specific in describing the problem so that the developer can reproduce it.

Include Crash Reports

If the app crashed (suddenly quit), a crash report can help the developer identify the problem.

  1. Open the app Console (Applications → Utilities → Console).
  2. Select Crash Reports on the left.
  3. In the search bar in the top right, type the name of the app.
  4. Select the first result where Process Name matches the app name.
  5. Select all of the text that appears in the section below the list and copy it. Crash report in Console on Mac
  6. Paste the crash report text in your message to customer support. Ideally, repeat this for each crash report of the app.

1Focus customer support

Common Problems

Canceling a Subscription


The App Is Damaged and Can’t Be Opened

This error usually means that there is an issue related to the Mac App Store.


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