Fresh install of Toast 19 crashes under Mojave

[abg]

I just upgraded from macOS 10.13 to 10.14.6.  I recently purchased Toast 19 (I've been using Toast since V5 or so) so I installed it after the OS update and it crashes within a minute after launch.  Touching any part of the Toast window will cause it to crash.  Not a great experience for a brand new product.

Is this a known issue?  I've attached the crash report in case someone here is experienced in reading them and get some insight from it. 

Toast 18 continues to function normally so at least I can use that.''

Thanks in advance,

Alan  Glendinning

Toast 19 crash.rtf

[Jyri T]

This seems to be a known issue, but obviously there has been a major toxic gas leak or other serious incident in the customer support which cease them to answer. (I have reported this 2 weeks ago).

[FredinVa]

I'm experiencing the same problem, gentlemen. Although I've been on MacOS 10.14.6 Mojave for some time, I only recently purchased Toast 19 Titanium. I launch the app and it crashes within 30 seconds. I called Roxio (unfortunately, just minutes before tech support closed for the day) and they created a case ticket. Supposedly I'll hear back within 24 hours. Based on your reports, I'm not optimistic. Will report here anything I hear.

[abg]

Thought I'd give an update to this thread.  I'm presently working with a Corel support person to resolve the crashing issue.  Here's what's been tried so far and the results:

1. Unplugged all peripherals and launched Toast 19.  Still crashes.
2. Completely uninstalled Toast 18 and Toast 19 plus any other Corel/Roxio files as per https://support.corel.com/hc/en-us/articles/360048459774-Toast-18-Uninstall-Procedure-Quick-version .  I then reinstalled Toast 19.  This also did not work; Toast continues to crash shortly after launch.
3. Again, I completely uninstalled Toast 19 and then reinstalled it from an Administrator account.  This time, when I launched it, it ran just fine.  I didn't actually burn any discs but I was able to go through the menu systems w/o making it crash.  So, the program CAN run on my machine; it's just got a conflict somewhere with something else.

If you're desperate to use it, you can uninstall/reinstall as Administrator and go from there but that's pretty much a last resort for me as getting access to the files would be a major PITA. I'd rather go back to Toast 18.  However, I'll stick with a glass-half-full attitude and hope that we can get things running normally soon.

 

However, I just received this final word from Corel Support:

"Toast 19 will only work in a account which has Admin rights."

Edited December 28, 2020 by abg

[Kurt L]

Hey abg, I think I ran into this as well: the program would only run under an administrator account; in the non-admin account it would just show error code 1011 and quit.  However, I was able to get it to work in my non-admin account by copying some files from the admin account into the non-admin account, and fixing up permissions appropriately.  The file that has to be copied is "~/Library/Preferences/Corel/Toast/19.0/userData.json" ; you'll have to probably use the Terminal to copy the files as root from the path originating in the home directory of the admin user into the path off of the non-admin user home account, and then use "sudo chown -R <non-admin-user> ~/Library/Preferences/Corel" to fixup the permissions.  Or you can manually create folders in Finder, and copy over the userData.json file as a last step.

Here is the relevant portion of the chat transcript:

V: I'm really sorry to hear that, Please follow the below steps and it is due to registration file error, “You do not appear to be a registered user. Please re-install the application or call customer support with error code 1011.” Cause: The problem is due to a corruption or the absence of the file that holds the user registration information, aptly named "userData.json". A “JSON” file stands for JavaScript Object Notation, and is a standard-format text file. Toast 19 stores a user’s registration information as a JSON file. The userData.json file is located in this folder path: ~/Library/Preferences/Corel/Toast/19.0 Note: The tilde (~) character simply indicates that this folder path is hidden. Troubleshooting Procedure: The first thing to do is to check if you have the folder path given above, and if the userData.json file exists. Since the folder path is hidden, you will not be able to access it using the normal navigation method. So, in order to access it, do the following: 1. Click on the Go menu on the menu bar. 2. Select "Go to Folder..." 3. Type in "~/Library/Preferences/Corel/Toast/19.0" and click Go. 4. If you get a message stating “The folder can’t be found”, that means the folder path does not exist. And, yes, the “userData.json” file does not exist in this case. Note: In some cases, although the folder path does not exist, it will still open the Preferences folder, since this is the last folder in the directory path that does exist; and /Library and /Preferences are both system folders. 5. If the Preferences folder did not open, type in "~/Library/Preferences" (without the quotes) instead and click Go. 6. Under Preferences, you will be creating the sub-folder path/Corel/Toast/19.0. Proceed to the next section. Force-create the userData.json File Now, in most cases where error code 1011 is the problem, a "Corel" folder path will be non-existent. In some cases, there may be a Corel folder, but the sub-folders under it will be different; for instance, you will see a “Messages” folder instead. In either case, the "userData.json" file will be absent. As you may have assumed, the reason the JSON file does not exist is because the required folder that should hold it does not exist. What needs to be done, then, is to force the Toast 19 installer to create the userData.json file by manually creating the path: ~/Library/Preferences/Corel/Toast/19.0. Manually create the Corel folder path: So, under the Preferences folder, pressShift+Command+N to create a new folder; Rename the new folder to "Corel"; Under Corel, create a "Toast" sub-folder using the same method; Finally, under Toast, create the sub-folder called "19.0" Run the Toast19.dmg (or dmg, or Toast19ESD.dmg) installer stub. Use the below download link, so you can get the Dmg file for Toast 19. The final step above will allow you to go through the Toast 19 registration process once again, which is what is needed to create the "userData.json" file. Once the installation is complete, you should now find a userData.json file in the /19.0 sub-folder. The information inside the file is encrypted, so you will not see any useful information when you open it with TextEdit. It is important to note that if you have any antivirus software installed on your Mac, you will need to disable it's real-time protection so it doesn't interfere with the installation.

[abg]

Thanks for the suggestion Kurt, but that did not fix my problem.  I tried one other approach, which has been useful in the past with another application (BusyCal).  When authenticating the installation, even though my account is an Admin account, I used an actual Administrator account.  Alas, with Toast V19, it made no difference.  The app simply won't run for more than a few seconds.

[abg]

Just a final note here that I've thrown in the towel and re-installed Toast 18 which is presently happily burning a disc for me.  Support washed their hands of my problem once they determined that I could get a working installation if I installed under the Administrator user (not just an Admin-level user, but THE Administrator account).  That wasn't acceptable to me.  Maybe they'll get their act together by the time I need to update to Catalina in a year.

 

Good luck,

ABG