Problem: Failure to launch – Cannot detect PackshotCreator device
the customer is using a Mac that uses High Sierra and they are unable to get
into the PackshotCreator program
because when they try to run the software they get a message that states: “A
PackshotCreator device must be attached”. Then, most
likely the EXAR and PROLIFIC drivers needed to control the PackshotCreator hardware are not being
recognized by the Mac OS.
El Capitan and Sierra all allow the user to easily accept and use 3rd
Sierra got more stringent on Secuity. It removed the ability to “Allow apps
downloaded from: Anywhere” (see picture below in the screen capture of the Sercurity
and Privacy page.
Sierra 10.13.01 and 10.13.02 did not give the user any ability to accept 3rd
party drivers – users had to upgrade to 10.13.3 and 10.13.4.
Sierra 10.13.3, 10.13.4, 10.13.5 and 10.13.6 work fine after the drivers are “Allowed”
10.13.6 – Apple is trying to make it easier to solve this issue – the give more
pop ups to guide the user to the Security and Privacy page where the drivers
can be “Allowed” or in their new language software can be accepted from
limits the use of 3rd party drivers…
Yosemite, El Capitan, Sierra
Since the software has already been running and
the user got the error:
Step 1. Close the PackshotCreator software. Step 2. Unplug the PackshotCreator hardware. (Specifically unplug the USB leading to the Mac computer)
Make sure the Mac is using OS 10.13.3 or higher. If not, upgrade the OS.
Uninstall and re-install the latest version of PackshotCreator software – must be using V18.104.22.168
Once the software is installed, plug in the PackshotCreator hardware by USB
Open “Security and Privacy” window. At the bottom of the General Tab
look to see if it mentions that drivers were blocked or drivers from a 3rd
party need to “Allowed” for use. Below is an example. Click “Allow”
Unplug the PackshotCreator hardware from the computer by
Reboot the computer and try
Note: If the user misses the
ability to “Allow” the drivers the first time, then they have to re-install,
then “Allow” the drivers on the Security and Privacy screen.
After Allowing the drivers they need to unplug the PackshotCreator device reboot, re-plug the USB, then launch the software again. If they simply relaunch the software it will still not find our hardware.