Mac App - Common Issues

1. PASS Desktop App Won't Open

Adobe Air's latest update may cause your PASS Desktop App to not open.
In this case, we recommend that you follow these steps to reinstall PASS.

  1. Open Finder.
  2. Navigate to the Applications folder.
  3. Select PASS and drag it to the Trash.
  4. Reinstall PASS directly via this link: http://app.passpremier.com/PASS.dmg

2. Update to the latest version of Adobe Air

PASS operates on Adobe’s Air platform. If you’re having issues with the PASS Desktop App not opening, Adobe Air's updates may have initiated the problem.
Moving forward, one of the most common ways to solve PASS issues that are rooted in Adobe Air, is to perform the following steps to uninstall and reinstall Adobe Air.

  1. Navigate to the Applications folder of your computer.
  2. Click on the Utilities folder.
  3. Click on the Adobe Air Uninstaller application, and follow the steps that it leads you through. :)
  4. Download and install the latest version of Adobe Air here: https://get.adobe.com/air/
  5. Perform the steps that Adobe Air's installer file leads you through.

3. Clear Encrypted Local Store

  1. Open Finder.
  2. Choose Go > Go To Folder.
  3. In the text field, paste ~/Library/Application Support/Adobe/AIR/ELS and click Go.
  4. Delete all files and folders within this folder.

4. Clear Local Store

  1. Open Finder.
  2. Choose Go > Go To Folder…
  3. Paste the following text into the dialog and click Go: ~/Library/Preferences/
  4. Drag the com.showitfast.pass.desktop.PASS file and the com.showitfast.pass.desktop.PASS.plist file to the Trash.
  5. Empty your trash.
  6. Open PASS and try uploading again.

5. Clearing the PASS Desktop App cache

PASS is designed to make sure uploading is quick and easy. If you’re experiencing slow uploads, or any weird issues with the PASS desktop app, try these steps in combination with the other steps above, to get things running smoothly:

  • Pause and resume your upload.
  • Completely close and restart the PASS Desktop App.
  • Check your internet connection’s upload speed at http://www.speedtest.net. PASS needs a minimum of 1 Mbps upload speed to function properly.
  • On Mac, the App Nap feature can interfere with PASS’ uploading. To turn it off, open the System Preferences app, click the Energy Saver pane, and uncheck Enable Power Nap while on battery power/plugged into power adapter.

If you’re still having trouble with uploading, or your upload queue is full, there’s an advanced method to fix things. It’ll take about five minutes. Here’s what you need to do:

  1. Be sure to delete any attempted event upload. To do this, right-click on the event name in the PASS Desktop App
  2. Then, completely close the PASS Desktop App and make sure it’s not running in the background.
  3. Search your computer for a folder named "PASS" (it must be all caps). On Mac, the best way to do this is to use Spotlight .
    On Windows, you can use the Start or Charms menu.
  4. Delete this entire folder. (This will not affect your photos that have already been uploaded.)
  5. Empty the trash of your computer. To do this on Mac, right-click the Trash icon in the dock and click Empty Trash. On Windows, right-click the Recycle Bin on your desktop and click Empty Recycle Bin.
  6. Once your trash has been emptied, open the PASS Desktop App and begin uploading your photos.

6. Certificate Error

You may receive the following error when trying to install or update the PASS Desktop App.

“The application cannot be installed due to a certificate problem. The certificate does not match the installed application certificate, does not support application upgrades, or is invalid. Please contact the application author.”

To fix this, open Finder and head to the Applications folder. Drag PASS.app to the Trash and empty the trash. Now reinstall the app from the PASS account website.

7. OS X 10.10.5 

PASS users have been experiencing several intermittent issues starting on OS X 10.10.5. Upon upgrading to 10.11 or newer, these issues go away. Here's a short list of issues you may experience on 10.10.5.

  • Unable to upload logo due to "resize error"
  • Unable to sort Collections
  • Unable to upload at all

We've found that the only permanent issue that 10.10.5 is the ability to sort Collections. Upon reinstalling the system files and PASS, we have found that the only way to sort photos in a Collection is to use a computer with an older operating system.

We have workarounds for the logo and photo uploading issues. These require a few advanced steps and wizardry on our end, so we recommend getting in touch with us, via email.

If you're not able to upgrade to OS X 10.11 to solve this issue, please get in touch with us and we can help you to manually sort collections, help you get your logo and photos uploaded.

8. OS X 10.5.8 or Earlier

There were some security breaches across the Internet in the last months of 2014 that exposed exploits in the SSL security protocol. This protocol protects websites, computers, software, servers, and information against hackers.

Apple is no longer updating OS X 10.5.8’s Safari browser to support the newer and more secure TLS protocol. OS X 10.5.8’s browser is no longer supported by most websites, including PASS.

We recommend updating your Mac to a newer version OS X. Not only will this allow you to use PASS, it will also let you visit other websites that use updated security protocols, keeping your information safe.

The latest version of OS X, 10.10 Yosemite, is offered as a free upgrade from Apple. You can learn about whether your computer supports it here: http://www.apple.com/osx/how-to-upgrade/

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