Smile Software: This is How You Helpdesk

Smile Software just released version 6 of the hugely popular PDFPen. (They also make the essential Mac/iOS app TextExpander.) Of course, I installed it the day it came out.

One of the features I use most, the Library, wasn’t working after the upgrade so I emailed Smile Support. I was blown away by the response time (minutes on the day of a major release?!) and the impeccable tone of the communication. This is how support should be done:

MAR 21, 2013 | 05:54PM PDT
Hi Kye,

Thanks for the email. Glad to have you as a PDFpen user!

If you are having problems adding images to the PDFpen Library or your Library signatures did not migrate over in the upgrade, we think we have identified the bug that is preventing the successful migration of the PDFpen 5 Library and is also preventing users from manually adding new items to their PDFpen 6 Library.

We are working on a fix which will hopefully be made available in a software update soon.

In the mean time, if you are in a hurry to fix the problem yourself here are some steps that will let you start over and successfully import your PDFpen 5 Library:

1) Open a new Finder window
2) Hold the Option key then select the Go menu and choose the Library command
3) Locate the "Mobile Documents" folder and double-click to show its contents
4) Locate the "7PKJ6G4DXL~com~smileonmymac~PDFpen" subfolder and double-click to show its contents
5) Create a new folder called Library

Beware as there might be other similar-looking folder names.

Be sure to create the "Library" folder inside the "Mobile Documents/7PKJ6G4DXL~com~smileonmymac~PDFpen" subfolder specifically.

At this point, you should be able to restart PDFpen 6 and have the ability to add new items to the Library.

Alternatively, if you wish, you can delete the PDFpen 6 application by going into the OS X Launchpad, click-and-hold on the PDFpen 6 icon until it starts to "wiggle" and then click the "X" icon in the upper-left corner to delete it.

It is important to delete the application this way only as this will ensure that the application's settings are deleted along with it.

You may then proceed to reinstall the application from the App Store and launch it and this time, it should successfully import your PDFpen 5 Library items.

We are very sorry for the inconvenience this bug has caused you and we really appreciate that you took the time to notify us.

We are always happy to help. Feel free to email us again if this did not resolve your issue, or if you have any other questions, comments or concerns.

Thanks for using PDFpen from Smile!

Note: To get around this bug, I first tried deleting and reinstalling PDFPen. That didn’t work but adding the Library folder did the trick.

About Kye Hittle

I’m tall, enjoy traveling, running and the company of good friends. Lover of [square brackets]. (OK, parenthesis too, which I overuse, and {curly braces}!) Professionally I am the Director of IT for a nonprofit and do freelance higher-ed, small biz and other nonprofit tech gigs. I heart technology used for personal and societal good.
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