Pixelmator

Problem

Thursday, 5 November 2015.

At Pixelmator Team, we take a great deal of pride in developing a high-quality, powerful and reliable app. Our goal is to make it the best in the world. In order to achieve that, we have no problem putting off new features to work on improving performance. Over the years, this has proved to be the right approach. However, we’d like to discuss one issue in a little more detail.

Just over a month ago, after the release of the final few beta versions of OS X El Capitan, we ran into a serious crashing issue on certain Macs. On these computers, the app would crash for no apparent reason, even when working with very basic images.

We immediately put everything else on hold to get to the bottom of this. We started looking for where we could have gone wrong, and we came up empty. It was tough to say the least. It was also tough seeing the App Store ratings we had worked so hard to earn take a hit because of this issue.

So, we went back, pored over the crash reports you sent us and, eventually, the cause became clear: Intel HD 3000* graphics card drivers. Even though the problem isn’t with Pixelmator, we haven’t given up on finding a workaround. We did find a way to reduce the crashing but that meant having to make the app run very slowly on those Macs. Unfortunately, nothing else seems to have worked yet.

Realizing that this isn’t something we can solve on our own, we reached out to Apple for help, and they’ve been great so far. If you haven’t done so already, please e-mail us at support@pixelmator.com, and we’ll contact you the instant we hear about a fix.

As always, we are 100% committed to making your favorite app even better. To cheer you (and ourselves) up a little bit, we’re currently preparing an update that will include a Retouch Extension, bringing Pixelmator’s incredible Repair Tool to your Photos app.

* The following models with Intel HD Graphics 3000 graphics cards are affected: MacBook Pro (13-inch, Early 2011), MacBook Pro (13-inch, Late 2011), MacBook Air (11-inch, Mid 2011), Mac mini (Mid 2011).

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