Here are some things that are helpful when sending in feedback:
The version of OS X you're using. If you're not sure, head to the Apple () menu and choose About This Mac.
The version of OmniApp you're using. If you didn't choose 'Send Feedback' to generate the email, this can be found by choosing About from, say, the OmniFocus menu.
A good description of the problem. Did a particular behavior change in this version? What's happening versus what you'd expect to happen.
Identify any other applications that might be modifying common OS X behavior. Some examples are cache cleaners, SIMBL, and tools that perform actions on new files automatically.
Including a screenshot for cosmetic issues or to better explain a problem is helpful. Use Command-Shift-3 to take a screenshot — it will soon appear on your Desktop.
Using OmniPresence with OS X server
IMPORTANT: When you expose files and folders on your computer to the internet (even with password protection), you assume some risk. Make sure you understand this risk before setting up an OmniPresence server, and be sure to keep your Mac up to date with the latest security patches. If you’d prefer not to host your own server, you can sign up for the Omni Sync Server OmniPresence test or check out this list of other hosts.
If you have a Mac that’s awake and connected to the internet 24 hours a day, it’s easy to use OS X Server to create a shared folder which OmniPresence can use to sync your documents. Here’s how:
Creating a Share Point
After installing the Server application and configuring it to manage your Mac, choose File Sharing from the sidebar. Click the master switch in the top right to start the File Sharing service, and then click the + button below the Share Points list to add a new share point.
In the window that opens, choose a safe location for your OmniPresence data, and create a New Folder named DAV. Select the folder and click Choose to start sharing it.
When your folder has been created, it should be visible in the list of Share Points. Double-click to edit it, and give Read & Write permissions to all the accounts which will be accessing the share. Under Settings, check the box next to Share with iOS devices (OmniPresence uses WebDAV to communicate with the server) and uncheck the other boxes.
Testing Using the Finder
To double-check that your share point is ready to use, connect to it using the Finder. Choose Go to Folder… from the Go menu and type in the following Server Address:
…where computer name is the sharing name of your Mac (example: server.local).
You’ll be prompted to trust the server’s self-signed certificate; if a Finder window then opens showing the empty DAV folder then you’re ready to connect from outside of your network.
Accessing your OmniPresence server
You’ll need to forward https:// traffic (port 443) from your router to your server. If you have an Apple Airport Express or Airport Extreme, that’s easy to do using Airport Utility. If you have a non-Apple router, consult the manufacturer’s documentation.
If your ISP provides you with a static IP address, once you’ve set up port forwarding you should be able to point OmniPresence at https://<external IP address>/DAV/
If you don’t have a static IP, DynDNS.org provides domains whose DNS records are automatically updated when your IP address changes.
Using OmniPresence with Omni Sync Server
We designed OmniPresence for use with an Omni Sync Server account, but we’re currently controlling access to make sure that all of our customers have a good first experience. Here’s how to join the test:
Create an Omni Sync Server account
If you don’t already have an Omni Sync Server account, create one here.
Join the OmniPresence test
Sign in to your account via the web interface, scroll to the bottom of the page, and check the box next to I am brave.
Wait for a notification email
We’re adding accounts to the test a few at a time. When we’ve added your account, you’ll receive instructions for getting started via the email address you supplied when you registered.
Finding your device’s UDID
Your iPad or iPhone contains a specific device identifier that we can use to share early development releases of apps.
Since every Mac has iTunes, here’s how:
- When you plug in your iPad or iPhone, you’ll see general information about your device in iTunes.
- Click on the device’s Serial Number. A new string of numbers and letters will appears; this is your UDID.
- Control-click on the “Identifier (UDID)”, and you’ll be able to copy it to your clipboard!
You can then paste that information into, say, an email.
Finding the revision number of an Omni App in OS X
In addition to a version number (like 2.0), each build of our apps has a revision number which identifies the exact version of the code it’s built from. When we are doing public or private tests where multiple builds have the same version number, we use the revision number to identify each build.
Launch the app for which you’d like to find the revision number. Once it’s running, click the app name in the menu bar and choose About OmniApp. The revision number is the string that starts with an r, just after the version number.
Taking a Sample in OS X
If an Omni app becomes unresponsive (“hangs”, “spins”, or “beachballs”), a sample of the app process will help us figure out why. To take a sample, open Activity Monitor (an application in your /Applications/Utilities/ folder) and double-click the unresponsive app’s name in the list of processes.
In the new window that opens, click the Sample button. When Activity Monitor finishes sampling, click Save… to save the result as a text file. Attach this file to a message to our support team describing what you did directly before the app locked up, and we’ll do the rest! If you get stuck at any point, don’t forget that you can reach us by phone at +1 800-315-6664 between 10am and 5pm PST/PDT (GMT-8/GMT-7).
Retrieving Console Logs in OS X
When an app on your Mac is behaving an an unexpected way, our Support Humans may ask you to send along a Console Log. The log can tell us exactly what is going on behind the scenes and help us resolve the issue.
The Console Application is located in your /Applications/Utilities/ folder. It should open to “All Messages”, showing the log entries for everything that’s happened recently on your Mac.
You can save the log by choosing File > Save a Copy As… (If a specific operation is giving you trouble, make sure to try that operation directly before saving).
Attach the saved console log to a message to Omni Support that includes an overview of the problem you’re having. We’ll do the rest! If you get stuck at any point, don’t forget that you can reach us by phone at +1 800-315-6664 between 10am and 5pm PST/PDT (GMT-8/GMT-7).
Does The Omni Group work with resellers?
Yes, please send email to firstname.lastname@example.org, and the appropriate folks here will get in touch with you.
The license code I received isn’t working! What do I do?
Try entering the code again, double-checking that the License Owner information (including any [EDUCATIONAL LICENSE] text) and the License Code are exactly correct, with no spaces, tabs, or other characters added to either end. Next, double check that you're not trying to enter an OmniWeb code into OmniOutliner, for instance, or an OmniGraffle Pro code into OmniGraffle Standard. If those don't work, send email to email@example.com and we'll be happy to be of assistance.
I sent in a question/bug report/feature request via email. How soon can I expect to get a response?
We do our best to respond to all queries by the end of the following business day at the latest; we often respond more quickly than that, and sometimes it takes us a bit longer. Our first priority will always to be to respond to mail from folks that have purchased a license for one of our applications.
When we make a new application (or a new update to an existing application) available for folks to try out, we tend to get much more email than we do at other points of the year. During those high-demand periods, we will respond to as much email as we possibly can, but we can't promise to respond to every message for those specific versions of our software. Rest assured that we do read all email, for all products, and while we may not be able to answer your question directly we do keep track of all user requests and bug reports.
Where can I find answers about The Omni Group’s online store or the purchasing process?
If you send email to firstname.lastname@example.org, we'll be happy to help! If at all possible, you'll want to include your order number (look at the order confirmation email we sent you) in the email you send. If you haven't ordered yet, don't worry; just send your question and we'll be happy to help.
I purchased an application from The Omni Group at retail. How do I register the application?
Registering your Omni application purchased at retail or that came bundled with your computer is easy! Just visit our Application Registration form. Registering ensures that we are able to provide you with future upgrades, and also enables us to remind you of your license code should you misplace it.
How Do I Retrieve My License?
If you purchased the application using our online store just visit the Lost Licenses page and enter the information that page asks for. If we can locate it in our database, we'll send your license code to you ASAP.
If you purchased the application at retail and registered the product using our Application Registration form, the Lost Licenses page should also be able to provide you with your license code. Otherwise, please contact our sales department for further assistance.
Does the Omni Group offer educational pricing?
Yes! We offer discounts to the staff, faculty, and students of accredited educational organizations. Visit our Educational Store to make a purchase or for current pricing information. We are unable to offer discounted pricing to other non-profit groups at this time.
How do I contact the Omni Group for support?
Boy, have you come to the right place! This page contains lot of information about the various options available to you. For most of our applications, detailed information is available on the support pages specific to each product. You can use the navigation bar at the top of this page to visit the appropriate section. If you'd like to contact us please use the Send Feedback menu item under the Help menu of all of our applications or visit the appropriate support section for the email address to use.
If you're still not sure, just send to email@example.com and we'll be happy to help. Folks sometimes ask whether we want one email with lots of items, or lots of emails with one item each. We have a slight preference for the latter, but realistically, we'll take your feedback however you'd like to send it; you're doing us a favor, after all!
Weekdays from 10am to 5pm Pacific time, you can also get phone support by dialing 800 315-6664 or +1 206-523-4152 and choosing the Support option when the nice robo-person asks what extension you'd like. (You can also press "0" if you'd prefer to bypass SkyNet and speak to a soul-bearing entity.)