we’ve recently got a pair of tickets regarding an issue happening on the latest OSX (10.15) with both Logic X and Pro Tools, which seems to be related to sandboxing in one way or another (at least I think).
The plug-in is automatically loading external data (static content) which gets installed into:
~/Documents/Company name/static data folder/
to overcome potential sandbox issues, the same content is also being installed into the GarageBand and Logic X sandbox folders:
~/Library/Containers/com.apple.garageband10/Data/Documents/Company name/static data folder/
~/Library/Containers/com.apple.logic10/Data/Documents/Company name/static data folder/
This works for the vast majority of our users, but recently 2 users have reported the same issue with Logic X and Pro Tools: the plug-in loads up, but the static content is not getting loaded at all (for example we have a menu with a list of preset packs which is empty for those users).
In both cases, everything works fine in the standalone version, the data is found and loaded correctly, so the problem only seems to affect the plug-in versions.
Additionally, the plug-in has a preset management system that allows the user to create new preset banks that get stored into the drive.
We asked the users to create a new bank and the file is being created correctly in the right folder under the user Documents:
~/Documents/Company name/banks folder/
so this seems like some kind of read/access permission issue (sandbox? why?)
Both the plug-in and the content installers are notarized, obviously.
We’ve never been able to replicate the issue on our test machines, same versions of OSX and Logic X or Pro Tools, everything works fine.
Any suggestion? Is there any system configuration that may be causing the issue?
What’s the best/fastest route to get Apple support on this? I’ve never contacted them before.