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Mac OS Application Doesn't work

Hi

When I installed Todoist on my Mac, it won't load, and instead just has a typical loading symbol that it stays on forever.

Can somebody please call me for a screenshare? I'm a new paying Business User and have just set my entire company up, I wasn't expecting to have issues.

My mac is: OSX 10.9.4

Thanks
Robin

All responses

Clyde Romo staff
Replied on Jul 22, 2014 - 06:15

Hi Robin,

Sadly, we don't offer phone support yet. However, we should be able to help you out. Our Mac app uses the Safari engine. Please make sure to check in the Preferences in Safari that it's set to accept 3rd party cookies. Let me know how it went.

Regards,

Clyde

Robin Leonard premium
Replied on Jul 22, 2014 - 06:24

Hi Clyde

Thanks for the quick reply. Yes Safari was already set to accept 3rd party cookies, and has done so with Todoist.

I just tried logging out and logging into the Todoist app. It let me do this, but consistently a loading symbol is on the screen.

Also, I can't alt-tab to this app, is this normal?

Thanks
Robin

Clyde Romo staff
Replied on Jul 22, 2014 - 06:36

Hi Robin,

Just to clarify, you can now use the app but the loading icon is still stuck in the window, right? If you try closing the app and opening it again, do you still get the loading icon?

As for alt-tab problem, do you mean CMD tab (the shortcut that allows you to move from one Windows to another)? If not, can you please tell me exactly what you're expecting to happen with alt-tab?

One more thing, where did you get the installer from the app? Was it from the Mac app store or from our website?

Regards,

Clyde

Robin Leonard premium
Replied on Jul 22, 2014 - 07:02

Hi Clyde

Yes it works ok now, but the loading icon is stuck there.

When I try to re-open it, it goes back to my original issue: blank screen with loading symbol in the middle.

Yes sorry, I mean CMD tab, not alt tab. I expected that I would be able to CMD tab between Todoist and other applications. The only way I can access it is to press CMD Shift T.

I got the installer from your website. Actually the install process was a bit strange too, the first time I tried to unzip it, it hung. Then it didn't install itself into my Applications, I had to manually add it..

Thanks
Robin

Robin Leonard premium
Replied on Jul 22, 2014 - 07:02

When I say hung, my macbook was fine, the app just did nothing at all and wouldn't load. I've restarted about 4 times since as I've been trying several approaches.

Clyde Romo staff
Replied on Jul 22, 2014 - 07:32

Hi Robin,

Sorry to hear that you're running into these problems. I believe I may have found the problem. In your first screenshot, it looks like only cookies has been enabled. The app cache and local storage should be enabled as well (see attached image). I suggest trying removing the cache and relaunching the app again. Please also try logging in Todoist in Safari.

Regarding "CMD Shift T", it is the shortcut to Show/Hide Todoist. This can be changed in the apps pretences screen. Unfortunately, I can't reproduce this issue as I can just switch from one app to another.

About the installer, some Mac apps don't need to installed in the traditional sense. Todoist is one of those apps and that's normal and expected. Based on my experience, only big apps such Adobe Creative Suite or Microsoft office actually does the whole installation process.

Let me know if you can't still use the Mac app properly so I can bring it our with our developers.

Really sorry for the inconvenience.

Regards,

Clyde

Robin Leonard premium
Replied on Jul 22, 2014 - 11:11

Hi Clyde

Ok I made the changes, and now I can CMD tab between Todoist and other apps.

There is still a perpetual loading symbol in the middle of the working application.. but everything else is working fine. Perhaps this is something you can escalate to your developers for resolution?

Regards
Robin

Clyde Romo staff
Replied on Jul 22, 2014 - 11:51

Hi Robin,

I need to confirm a few more info for troubleshooting purposes:

- Safari is blocking something? Do you have any ad-blockers installed?
- Does it happen during Google or manual login? Both?
- Does using "Reload" or "Sync" from the TD icon help?
- Are you online or offline when this happens?

Please let me know.

Regards,

Clyde

Robin Leonard premium
Replied on Jul 22, 2014 - 13:30

Hi Clyde

Firstly I want to commend you on the amount of effort you are exerting to resolve my issue. It is great to see that a human is really helping me here. So plus points for Todoist, and you. :-) #promotion

- Safari is not blocking anything, so far as I can tell.
- Only in Google login, I tried manual login, but I don't think I have a username/password as it is single sign-on via Google. I tried using my google login credentials and it failed.
- I tried the 'sync' and it didnt' remove the perpetual loading symbol
- I am online.

Thanks
Robin

Clyde Romo staff
Replied on Jul 22, 2014 - 14:09

Hi Robin,

I really appreciate your patience while we're sorting out this problem. :-) Just to let you know, this problem is highly unusual and is a first so we need to gather as much info as we can. I've got two more things for you to check.

1. You can create an account to sign up manually. To do this, you'll just have to click on the gear in the upper right corner, select "Todoist Setting" -> "General" tab and edit and enter a password. Please note that this password is only associated with your Todoist account. Once you have created it you can then sign up using the same email and the password that you just created.

The reason why I want you to test this is because the Google Account log-ins sometimes run into issues if it doesn't have the proper security setting set up.

2. Can you please confirm that you have tried logging in Todoist web app using Safari? Do you get the same problem? Close the Mac app and relaunch it again after doing this. Is the loading icon still there?

Please let me know if both steps doesn't still help with this. Really sorry for the inconvenience.

Regards,

Clyde

Robin Leonard premium
Replied on Jul 23, 2014 - 02:38

Hi Clyde

I entered a password and still the same result, and also definitely logged into Safari web app before opening the mac app.

However, I uninstalled and reinstalled the application, downloaded via Safari, and it is now working fine!

Thanks for all your help, I guess the case is closed now. :-)

Regards
Robin