Tonex app hangs when downloading new collections

[Wol.Kur]

Hello,

after purchasing 2 new collections I have the following problem:
Tonex app hangs and no longer responds, immediately after
- “restore purchases” or
- “download new collections”


Tonex app has successfully logged my user into ToneNet and
a “Clear Cache” plus
- log out in the Product Manager
- restart computer
- re-register Tonex App
- log in again in the Product Manager
did not help.

I have been in contact with IK Multimedia support for weeks now, but so far they only have “simple” standard suggestions:
- Log off and on in the product manager
- Clear cache in Tonex and restart computer
- Reinstall Tonex
- Re-register Tonex
...
none of which help.

Has anyone had the same problem and found a solution?

Does anyone know what exactly happens first in the Tonex app when you select “restore purchases”?
The registration of my user to ToneNet is successful, as you can see, but
after selcting "restore purchases" the app hangs immediately.
Unfortunately, the support does not answer my questions.

[Wol.Kur]

PS.
I use the current Tonex App V1.8.1 (24K19) on Mac OS X.
IK Product Manager has succesfully registered and authorized TONEX MAX.

[Peter_IK]

Whenever support makes a suggestion and it doesn't work please continue to reply and let them know you are still having trouble and they will continue to assist you to get you up and running. It sounds like something they would need to troubleshoot or perhaps a connectivity issue to/from the TONEX servers but the support team would be better-equipped to check if it is that or something else.

Also, it seems you were provided additional instructions (to fully delete your Library.db and replace it with the one provided by support) this morning so please do so and report back and if that does not work they will continue to assist.

[Wol.Kur]

I see problems with the communication between Tonex in the IK Product Manager and
suspect that the cause of the problem with the Tonex app hanging is somehow related to this.
(Tonex "Librarian" tab shows "Tonex hast be registered by the IK Produkt Manager" and
IK Produkt Manager shows "Tonex is successfully registered and authorized")


The suggestions from support have not addressed this yet,

but I am of course following through on all the suggestions and
write the answers so we can get there at some point.

I had hoped that I wasn't the only one with this problem and
here someone can help me.

[Lamporello]

I'm facing the exact same problem on MacOS 15.3 and Tonex Max 1.8.1 downloading the Metal Gems collection which was included with my pedal.

Any help would be highly appreciated.

[Wol.Kur]

Open a case for this problem at IK support via
https://www.ikmultimedia.com/contact-support/sw
so that they can investigate and eventually solve the problem.

[Lamporello]

Thx! Support ticket sent.

Just a heads up: tried it on a second Mac (same OS version) without success. On a Windows 11 machine it works like expected.

[Lamporello]

Ok, i got it sorted out with the help of the support team. Thx for that!

Be sure to install the IK Product Manager in the global applications directory besides the Tonex app. In my case i installed the Product Manager in the application folder of my home directory ("only for the current user") but it should be installed for all users just like the Tonex app.

Now everything works just fine