Failure to Launch – Cannot Detect PackshotCreator Device

25. Failure to Launch – Cannot Detect PackshotCreator Device

Problem:

You try to run the PackshotCreator program on a Mac OS High Sierra, Mojave, or Catalina computer and get athe following message  “A PackshotCreator device must be connected and turned On in order to launch the software.(1).”  You are then unable to get into the software. 





Cause:

This is most likely the EXAR and PROLIFIC drivers needed to control the PackshotCreator hardware are not being recognized by the Mac OS. 

·         Starting with High Sierra, MAC OS 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.   

·         High 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.

·         High Sierra 10.13.3, 10.13.4, 10.13.5 and 10.13.6  work fine after the drivers are “Allowed”

·         In 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 “Unidentified Developers”

·         Please note: Catalina 10.15.2 has issues with the Canon SDK and it is recommended to not use the PackshotCreator software on this version of the OS

 

High Sierra, Mojave, and Catalina limits the use of 3rd party drivers…

Yosemite, El Capitan, Sierra

High Sierra






Solution:

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)

Step 3.  Check “About this MAC” by clicking the apple icon in the upper left hand corner and make sure the Mac is running High Sierra 10.13.3 or higher (excluding Catalina 10.15.2). If not, upgrade the OS.

Step 4. Locate the “.dmg” with the PackshotCreator installer and uninstaller. Please note: the user may have to re-download the file as the MAC security prompts users to delete the “.dmg” file after installation.

Step 5. Once the file is located, open the “Security and Privacy” menu by clicking on the Apple Icon in the upper left-hand corner and selecting “System Preferences”. Check that the lock icon in the bottom left corner of the “Security and Privacy” menu is unlocked as this will hasten the installation process.

Step 6. Open the “.dmg” file by double clicking on it. Immediately, a warning will appear saying “’PackshotCreator_V1.0.XX.XXX.dmg’ cannot be opened because it is from an unidentified developer.” Click okay and check the “Security and Privacy” menu. There will be a line of text asking about a third party trying to run software that appears below the selections for “Allow apps downloaded from:”. Click allow and return to the “.dmg” file.



Step 7. Launch the Uninstaller and keep the “Security and Privacy” menu open during the uninstallation process. The wizard will prompt a restart at the end of the uninstall so make sure any other files or programs are saved and prepared for the restart.

Step 8. Launch the Installer from the “.dmg” file again and check the Security and Privacy tab for any allowances.

Step 9. After the Installation is complete, power down and restart the PackshotCreator device.

Step 10. Plug in the PackshotCreator device and check the Security and Privacy menu. Please note, if this MAC has not run the PackshotCreator software before, you will have to allow 2 drivers: Prolific and Exar, for the software to recognize the device.  

 

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.  


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