"Hello Mr E-on, I have a problem. After installing the latest official Update A from your website my Vue crashes with a fatal error when opening. I have to force quit, uninstall, and re-install from CD. I tried this three times already, and the same thing happened every time."

"Hello. Yes, we're trying to sort out the problems with Update B. In the meantime, we suggest you download and install Update A from our website."

"Mr E-on, I already told you, it is Update A that gave me this problem."

"Well, we suggest you uninstall the program and re-apply Update A."

"Mr E-on, I already told you, I tried that three times."

"Well, are you running FireVault or anything? Make sure you switch that off first."

"Mr E-on, no I am not running FireVault or anything. Should I try an earlier update instead? Or maybe the uninstall is not complete, so are there any other files I should delete together with the Application package?"

"Yes, try an earlier update. Yes, also delete this file: File A in your root directory."

"Mr E-on, there is no such File A in my root directory; there are some similar named files elsewhere. But no matter - I tried the earlier Update A minus 1 and it worked okay. Then I tried Update A again, and this time it worked okay. It seems you first have to do Update A minus 1, then Update A will work. You had better tell people that."

"We're pleased to have assisted you in resolving your problem. Your opinion matters to us. Please take a minute to complete our customer satisfaction survey."

(Actually I made up this last line, but it's what I am expecting next. If you live in the south of England, you may hear the scream).

I'm new to Vue. Is this what you long time Vue-ers have come to expect from Mr E-on? If so, I might just uninstall one last time and save myself the grief.

Your opinion matters to me..... :O)

Software support...proof that hell exists! ;)

Still having problems? if so post your computer specs, what version of Vue you are having bother with (and patch version) and folks will try n' help :)

I have had problems with some of the patches so I'm not running the most up to date one because it causes a weird viewport slowdown which E-On can't seem to replicate or fix - oh well.  These things are sent to try us I guess

I have never had any problems with the installation of any update. I also never skipped an update either. I guess it's a matter of luck and some particular configuration of some systems.

That kind of reply is more or less common (though it's not always the case). I think the forums here in Renderosity, Cornucopia3D and e-on itself, are more helpful and quicker than the official support.

Thank you for your feedback... it's some sort of comfort to know I'm not alone!

All I did was just apply the latest official update (not beta) to the CD product I bought a few days back. From the e-on forum, I see that others on Mac are having the same issue.

I believe that the latest update for Mac DOES NOT include all the previous updates. If it did, how come a) it is two-thirds the size of the previous update, and b) it doesn't work unless the previous update has first been applied?

So, the bottom line is: if you have bought version 6.10 for Mac, your program may not work at all after installing the latest official update (build 292571). If so, the following should resolve it:

• Uninstall the product.
• Re-install 6.10 from the CD.
  - Download and apply update 6.60 build 292490. Check it runs okay. (Note: this is the build needed to access certain content from Cornucopia, I understand).
• Go out in the garden, be still and breathe deeply for 10 minutes, then go back inside and get Vue-ing.

It would be helpful to other to know what version of Vue you are using.  Is this Easel?

Oops, sorry, I missed that bit out. Yes, Vue 6 Easel.