Mysterious error message and no help from Anthropics Support

[Endre Balogh Profile]

Hi!
Maybe i can get some help here. I have tried unsuccessfully to get assistance from Anthropics support. I was forced to upgrade my Mac OS to 13 and, while everything else successfully migrated over and work fine (I own and use all four of the Anthropics softwares) if i try to use Smart Photo Editor, I get the following error message: Couldn't remove Users/endre/Library/Application Support/Anthropics/PhotoEditor/usage_stats. This file will be uploaded multiple times unless you delete it now. The problem with trying to do that is that if I follow the path, inside "Apploication Support" there is no "Anthropics" folder. I wrote to Anthropics Support (Issue #411833) and, for a time, i received messages back that suggested that I trash my old Smart Photo Editor and upload a fresh copy. I have done that multiple times to no avail. After a few back and forth communications with Barry at Anthropics, they have ceased responding to my requests for further assistance despite my asking repeatedly for more help. I even opened up an entirely new request (Issue #417274) just in case they had forgotten to check the older one, but still no reply. Does anyone here know what this error message is about and how I can resolve it? Thanks for any help you can provide me. I enjoy using Smart Photo Editor but until I can get this fixed, it is dead in the water for me. Thanks so much!

Endre

[admin]

Dear Endre

Sorry you haven't received the help you need from support. It sounds like a tough problem, the error is exactly as it says, it needs to remove that file, but it sounds like you can't find it to remove it. A couple of questions:

1. Can you continue using PhotoEditor after seeing that message?
2. I wonder if the PhotoEditor folder you're looking for is hidden in some way? Could you try searching for usage_stats on your hard disk?

Kind regards

Tony

[GaryCullenPictures Profile]

I can no longer work with my photos. When I try, I get a message that reads...ZCrt error exception: no such file or director directory 37...

[cparr Profile]

Dealing with the exact same issue.

macOS 14.7.x (Sonoma)
M1 iMac
SmartPhotoEditor running in Rosetta

There appears to be a permissions issue with the app. Upon trying to load the Effects Gallery, I get an error the same as Endre:

"Couldn't remove /Users/(myusername)/Library/Application Support/Anthropics/PhotoEditor/usage_stats. This file will be uploaded multiple times unless you delete it now."

Have tried changing permissions for that folder to make it more accessible. Nothing seems to work. Any suggestions?