During Search MN3 crashes (every time)

Support
1

During Search MN3 crashes (every time)

If I try to search my documents in a project, on my Mac, the app crashes (quits), this happens every time and renders the app useless. My OS is Catalina on a MacBook Pro, hardware overview:

  • Model Name: MacBook Pro
  • Model Identifier: MacBookPro11,5
  • Processor Name: Quad-Core Intel Core i7
  • Processor Speed: 2.8 GHz
  • Number of Processors: 1
  • Total Number of Cores: 4
  • L2 Cache (per Core): 256 KB
  • L3 Cache: 6 MB
  • Hyper-Threading Technology: Enabled
  • Memory: 16 GB
  • Boot ROM Version: 199.0.0.0.0
  • SMC Version (system): 2.30f2

I can include the latest crash report, however, I am not knowledgable enough to know if there is any security reason for not posting it here? Please help me with this, I rely on MarginNote 3 for my studies and career progression in the emergency services which is particularly challenging at the moment. Thank you.

2

Hello,
First of all, thank you for writing to Ticket for contacting us, as flashbacks and jams are our top priority.
If it’s convenient for us to check the possible causes of the backsliding:

  1. whether the problem can be reproduced and whether there is a trigger pattern.
    If it can be reproduced, you can tell us the specific steps or send us the screenshot/video key steps.
    2.Could you share the crashes here or tell me your email so I can search email history for your report
    What’s your device type , os version and app version, I’ll try to find your logs.
    Please follow steps below to share with us the crash logs, thanks!
3

I have already included the information you are requesting above? MacBook Pro, Catalina (latest version) and MarginNote 3 (latest version). I can’t include the crash report here because there is a word limit. Therefore, my email is clarkie1977@me.com or I have compiled the report and all information within a document:

4

Hello, can’t see any problem here, can you send us the PDF? Let’s search it, too.

5

Please see the problem by watching this video Loom | Free Screen & Video Recording Software | Loom Thank you.[Process- MarginNote 3 8484.pdf (178.3 KB)

6

Sorry didn’t make it clear before, we need you this in-use document PDF, not your crash log it, :wink: You can also try to search for other PDF will not also crash?