Question: When I start the app, it gets stuck downloading an update for more than 10 minutes. Now what?
Answer: There are several possibilities why this can happen.
As the app checks for updates automatically every 5 minutes, it might happen that it immediately starts to download the newest version:
Give it some 30 seconds (depending on your internet speed) to do so.
Secondly, before you start the app ensure that you have a working internet connection as our app will check for a new version automatically on every start.
There can be problems with your installation, either caused an update of your OS or some corrupt file or registry entry.
Especially the latter problems are hard to fix, so we do recommend to go ahead and download the newest version manually and install it directly over the existing version. See here Where can I download the newest version of the app?
We had incidents in the past where Windows OS users with Antivirus software had trouble installing the update. This happens because the Antivirus Scanner was "locking" the file and took a long time to analyze our app (which is 100% virus free, as our macOS is notarized by Apple itself). When the app tried to update itself it wasn't allowed to change/update files because the Antivirus program was still locking them. We highly recommend that you add our app to the Antivirus exclusion list (meaning it's not scanned) or pause/close the Antivirus.
Adding to the exclusion list is easier as our app is checking for a new version every 5 minutes and during startup. Here are for some popular Windows Antivirus programs on how to add files/folders to an exclusion list:
Kaspersky Internet Security:
Should you still have problems despite installing the newest version, we recommend that you open a ticket with our support by clicking on the "Help" button. Please do include a screenshot of the problem, notify us of any error message and explain in detail which steps you took to arrive at the problem. Thank you!