Troubleshooting & Support

This page covers known issues, and has information about contacting support.

There are no confirmed bugs in operating the software. All issues to date involve access permissions outside the control of diglloydTools and/or corrupt system issues.

Contacting support

BEFORE contacting support, please scan the Common Issues list below.

If you have questions about interpreting performance results, that is a consulting job at additional cost.

Your purchase does not entitle you to support (see item 5 of the license), but we nonetheless are willing to help in most cases, provided that a thoughtful request is made.

Support requests sometimes arrive that state only “your software doesn’t work” Support requests that make such claims are self-defeating and useless from a diagnosis standpoint. We cannot respond to them. Be precise about what you think is not working.

When contacting support, please include the following information (paste into email, fill in details): 

Summary of issue:

        Command line tools or GUI:
        Which program:
        Version of Mac OS X:

        STEP BY STEP of I’m doing (BE PRECISE):
        1.   .....
        2.
        3.

Please take the time to clarify the above 4 points, and then help becomes possible. Contact support.

Common Issues

Permissions error or -5000 error

See this page.

Can’t allocate the required space (recondition command)

See this page.

GUI windows are blank (foreign language systems)

This problem has been fixed and a software update will be issued in August 2010. Workaround: use the command line tools.

This issue affects foreign (non English) systems: nothing shows up in the window as output; it remains blank.

Only a few sporadic reports of this have been made. In some cases, simply rebooting fixed the problem. In other cases, creating a new admin account solved the problem.

The software keeps asking me to type “yes”

The only context in which we have seen this occurs when your home directory has permissions that do not allow creating a small file signifying acknowledgement of the one-time-only advisory notice. The hidden directory (folder) " .diglloydTools" is created in your home directory, and a few very small files are created therein.

We cannot fix this problem for you. You must fix the incorrect permissions on your home directory. One solution is to create an admin account and run the software from there. In most cases, an administrator has created the problem with overly restrictive permissions and/or masks, and will know how to fix it using "chmod" in Terminal. Unix experts can use the 'chown' and 'chmod' commands in Terminal to fix this issue. 

        THIS SOFTWARE IS DESIGNED TO DETECT UNDERLYING HARDWARE OR SOFTWARE BUGS OR FAULTS.
        TESTING PROTOCOL CARRIES THE RISK OF SYSTEM CRASHES AND/OR SIMILAR EFFECTS DUE TO
        UNDERLYING HARDWARE OR SOFTWARE ISSUES.

        ***** BACKUP YOUR DATA BEFORE RUNNING TESTS *****
        Type the word 'yes' to indicate your agreement to the software license and the risks:
        You entered: "".  The program will now quit.
        Please backup your data first.

A variant of this is that when running the GUI, the CLI asks you to type "yes". This can only occur because of this permissions problem. Since it is not possible to type "yes" in the GUI, the GUI won’t work.