Boyd Ostroff

Q: Is it still possible to update to Logic 9.18?

Have been happily running the App Store version of Logic 9.17 on a two year old machine under OSX 10.7. Everything worked and I didn't feel any need to update. I am not interested in Logic X, version 9 does all I need.

 

Just got a new Mac with OSX 10.8 and thought I should start off right by downloading Logic 9.18 - not sure if it even matters though since I haven't put the new machine through its paces yet. Anyway, when I go to the App Store, it does not show Logic on the Updates page (it did prior to the release of Logic X). If I go to the Purchased Apps page, it does show Logic 9 and indicates an update is available.

 

If I click on it, the store asks for my password, then gives me an "Error 1004 please try again later" alert.

 

On another forum someone pointed me to a standalone installer at: http://support.apple.com/kb/DL1601?v...S&locale=en_US

 

I tried this and got an alert saying that my version of Logic could only be updated through the App Store. Has anyone else seen this problem? Am I stuck with 9.17? If I delete Logic, can I download again from the App Store and get 9.18? Will that force me to also re-download the required content over my slow DSL connection here in the sticks?

Posted on Aug 6, 2013 2:48 PM

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Q: Is it still possible to update to Logic 9.18?

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  • by Boyd Ostroff,

    Boyd Ostroff Boyd Ostroff Aug 7, 2013 1:19 PM in response to The Art Of Sound
    Level 2 (199 points)
    Aug 7, 2013 1:19 PM in response to The Art Of Sound

    Well it looks like I'm pretty much back to square one, with no more than a list of Apple Support links that I already knew about and no offer to escalate the case. I guess App Store support is the wrong place to resolve App Store problems. Oh well... maybe I will try Pro Apps support.

     

    ____________

     

    Hi Boyd,

     

     

    Thank you for getting back to us. I understand that you need assistance

    updating your "Logic Pro".

     

     

    Boyd, I'm sorry but as an iTunes Store Customer Support representative,

    the issue you are experiencing seems to be a little outside my area of

    expertise, and I certainly do not want to provide you with the wrong

    information. Being an iTunes Customer myself, I would like to see this

    issue resolved just as much as you would, and I understand how this

    situation might make you feel. After all, making you happy is all that

    matters to me and to Apple, and speaking to someone over the phone is

    probably the easiest way to resolve this.

     

     

    You can find troubleshooting tips and how-to articles on our support

    website: www.apple.com/support

     

     

    Also, you can read questions and answers provided by experienced users

    on the Apple Support Communities: https://discussions.apple.com

     

     

    These resources are free of charge and available 24 hours a day, 7 days

    a week.

     

     

    If you need more help, visit our Contact Apple Support website to see

    all the ways you can get support and service for your Apple products:

    https://expresslane.apple.com

     

     

    You can also call AppleCare, our technical support team. An AppleCare

    Advisor can tell you about our complimentary and fee-based support

    options and help you choose the best one for your product.

     

     

    To find the right phone number, see this article:

     

     

    Contacting Apple for support and service

    http://support.apple.com/kb/HE57

     

     

    Please know that my intention to refer you to our technical department

    is sincerely an attempt to be of help in any way I can. If I can provide

    additional help in finding the right Apple Store resource for you, or if

    you need assistance with the iTunes Store, please reply to this message.

    Thank you for being an iTunes Store customer. Have a great day!

     

     

    Sincerely,

     

     

    Mark iTunes Store/Mac App Store Customer Support

  • by Boyd Ostroff,

    Boyd Ostroff Boyd Ostroff Aug 7, 2013 1:41 PM in response to Boyd Ostroff
    Level 2 (199 points)
    Aug 7, 2013 1:41 PM in response to Boyd Ostroff

    Pro app support seems like a dead end. If I follow the links from expresslane.apple.com to Logic Pro Support and enter a description of the problem, I get a pinwheel of death - it has been spinning for about 20 minutes so far. Maybe it's doing some kind of detailed search through support documents so I'll wait awhile longer and see what happens.

     

    pinwheel.png

     

    Then I went back and chose the standard "Downloading and installing purchased apps" and got a case ID so that I could call. Hopefully that will help.

  • by The Art Of Sound,

    The Art Of Sound The Art Of Sound Aug 7, 2013 1:41 PM in response to Boyd Ostroff
    Level 6 (12,107 points)
    Aug 7, 2013 1:41 PM in response to Boyd Ostroff

    As "Mark" suggested...

     

    Cal them rather than email them.....

     

    After all, making you happy is all that

    matters to me and to Apple, and speaking to someone over the phone is

    probably the easiest way to resolve this.

    ..and that is the best way I have always found to get answers and to escalate a problem to the next support tier,..

     

    Fingers crossed

  • by The Art Of Sound,

    The Art Of Sound The Art Of Sound Aug 7, 2013 1:43 PM in response to Boyd Ostroff
    Level 6 (12,107 points)
    Aug 7, 2013 1:43 PM in response to Boyd Ostroff

    Getting a Case ID is a good step forward... as that is what is used to escalate your issue to the next tier if needed..

  • by Boyd Ostroff,

    Boyd Ostroff Boyd Ostroff Aug 7, 2013 2:46 PM in response to The Art Of Sound
    Level 2 (199 points)
    Aug 7, 2013 2:46 PM in response to The Art Of Sound

    Well I called and spent almost a full hour on the phone. Answer a few questions, wait on hold 5 minutes, repeat. They asked me to boot into safe mode and try. That was interesting. It showed a Logic update but when I clicked it said I needed to login with the account used to purchase the app (which I already did).

     

    Finally the lady gave up and sent me to someone who actually knew what they were talking about. He said they see this same problem from time to time and don't know exactly what causes it. He said he could reset my app store acct if needed and then just had me drag Logic to the trash and restart the app store.

     

    After doing that, I had an Install button in the purchases pane and it's now downloading as it should. So this is basically what we discussed earlier in the thread - deleting Logic and re-installing. But I was glad to have Jamal on the line when I tried this, because I wasn't sure if it would let me reinstall based on the earlier bugginess.

     

    He gave me a new case number and phone number if I had additional problems as there are other things they can do on their end. So that was great, and it only took a minute or so with him. But the experience of GETTING to him was quite a frustration.

     

    I finally started to get annoyed when the first lady said I should contact support by e-mail. That's what I wanted to do in the first place, but all the results from the expresslane site ended up telling me to CALL support, with no option to send e-mail.

     

    The download will take about a half hour on my slow DSL line, but hopefully I'll be good to go then. Thanks for all your suggestions guys.

  • by The Art Of Sound,Helpful

    The Art Of Sound The Art Of Sound Aug 7, 2013 2:56 PM in response to Boyd Ostroff
    Level 6 (12,107 points)
    Aug 7, 2013 2:56 PM in response to Boyd Ostroff

    Boyd,

     

    Yes, I know thaty frustration.. and it's always so when trying to get to the right person...

     

    However, what Jamal did seem to confirm.. from what you said.. is that the issue is this random one with the App Store servers... and that your account should have let you download the update as well as the full program? (and the fact that in safe mode you could see the update but couldn't downlaod it because of the glitch server wise..)

     

    Thanks for keeping us informed of what was going on.. That is always helpful should anyone else have the same issue.

     

    For future reference for anyone else reading this thread.. the following is the direct link to Support for Logic Pro X

    Clicking on the large Blue "Getting Started"  button should allow you to be contacted by a support person who actually knows Logic Pro X... or whatever other product or hardware they think is the actual root of your problem.

     

    It does take some time however to get that person in contact with you and you often have to jump through a few hoops with the initial support you will be contacted by.. but in my experience, if you remain calm and persistant.. and clear in what the issue is, normally, once you get a Case id.. you can and often do get your issue resolved

     

    Logic Pro X Support Document

  • by Boyd Ostroff,

    Boyd Ostroff Boyd Ostroff Aug 7, 2013 3:12 PM in response to The Art Of Sound
    Level 2 (199 points)
    Aug 7, 2013 3:12 PM in response to The Art Of Sound

    Thanks Art. One of Jamal's comments was interesting.... he said he wasn't sure if there would be any further updates to Logic 9, but it was possible. That surprised me - I took it for granted that this was the end of the road for Logic 9. I never even asked about further updates, he just volunteered that.

     

    Yes, the reason I followed up in detail was the hope that it would help someone else. That's the great thing about forums, especially this one. In the past I have tried to help others where I can. But honestly, I haven't been around here for quite some time because everything has been very stable on my 2 year old MacBook Air. Hoping for a similar experience with the new one.

     

    I'm thinking it would be "just my luck" if Logic 9.1.8 has issues however, after spending all this time updating. If so, I can always use my backup of 9.1.7.

  • by The Art Of Sound,

    The Art Of Sound The Art Of Sound Aug 7, 2013 3:26 PM in response to Boyd Ostroff
    Level 6 (12,107 points)
    Aug 7, 2013 3:26 PM in response to Boyd Ostroff

    if the past has been anything to go on.. typically LP9 will continue to be supprted in terms of updates , for a while yet... For example, if they need to tweak anything to ensure compatibility with Mavericks then I can see them issuing an update or two, to achieve that... I don't think we will see any major new stuff though... as I would imagine that will all go into LPX from now on.

     

    I didn't find anything bad after updating from 9.1.7 to 9.1.8... just some useful bug fixes etc.. The fix for the 'midi channel changing in multi output SI's when adding Auxes'..  bug was an important one for me as was the fix for the 'Kontakt' bug... as i use Kontakt a great deal..

     

    So, anyhow...again, thanks for taking the time to go into detail in regards to  'what, and how...' you got this resolved.

     

    Much appreciated as always!

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