# Support not replying **URL:** \ **Category:** RapidWeaver Classic\ **Created:** [February 24, 2016, 2:44pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551 "2016-02-24T14:44:53Z")\ **Posts on this page:** 8\ **Page:** 1
**Author:** ![Clearsite1](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/clearsite1/32/1876_2.png) [@Clearsite1](https://forums.realmacsoftware.com/u/Clearsite1)\ **Post date:** [February 24, 2016, 2:44pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/1 "2016-02-24T14:44:53Z")
We have a serious support issue. Email and (later) reminders have gone out. Log and full details given. Even used Twitter to ask for a simple acknowledgement. Silence. Is there anyone out there? ---
**Author:** ![Mathew](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/mathew/32/2771_2.png) [@Mathew](https://forums.realmacsoftware.com/u/Mathew)\ **Post date:** [February 24, 2016, 3:44pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/2 "2016-02-24T15:44:12Z")
It’s very hard to reply to your message. What’s the problem? (No clue given.) Emailed & reminders to whom? ---
**Author:** ![robbeattie](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/robbeattie/32/78_2.png) [@robbeattie](https://forums.realmacsoftware.com/u/robbeattie)\ **Post date:** [February 24, 2016, 3:55pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/3 "2016-02-24T15:55:22Z")
What @Mathew said. There are plenty of experienced people here willing to help if a developer is taking a while to get back to you but the more information you can provide, the more likely it is that someone can help. ---
**Author:** ![Clearsite1](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/clearsite1/32/1876_2.png) [@Clearsite1](https://forums.realmacsoftware.com/u/Clearsite1)\ **Post date:** [February 24, 2016, 4:20pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/4 "2016-02-24T16:20:31Z")
Apologies. The support request raised an app bug issue with the main developers - Realmacsoftware. Was hoping that this posting might jog things and lift their the current silence. Will wait another hour before bothering you folks. ---
**Author:** ![Clearsite1](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/clearsite1/32/1876_2.png) [@Clearsite1](https://forums.realmacsoftware.com/u/Clearsite1)\ **Post date:** [February 24, 2016, 5:16pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/5 "2016-02-24T17:16:12Z")
Hi… Still radio silence from the developers. [![](https://dl.dropboxusercontent.com/s/uyg8b2kqstwtif0/Screenshot%202016-02-24%2017.03.31.png?dl=0) ](https://dl.dropboxusercontent.com/s/uyg8b2kqstwtif0/Screenshot%202016-02-24%2017.03.31.png?dl=0) Has anyone managed to rescue themselves from this state? Suspect a possible glitch with Rapidcart Pro. Other RM files are intact. They say: “I’ve never seen a similar error message so far.” … and seem to recommend re-installation. ---
**Author:** ![jabostick](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/jabostick/32/1760_2.png) [@jabostick](https://forums.realmacsoftware.com/u/jabostick)\ **Post date:** [February 24, 2016, 5:20pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/6 "2016-02-24T17:20:17Z")
I have had this happen to me a few times (not really sure of the rhyme or reason) and after that pop-up, I was offered the option to duplicate my project. Doing that and then re-opening the original always seemed to work (and kept all my edits). I don’t know what you’ve tried though. There’s also some other topics on this error if you search the forum. Lastly, there’s a recent Stacks update that seems fairly important in the number of bugs it fixes. But again, not sure if you’ve done all your updates already… ---
**Author:** ![nikf](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/nikf/32/10_2.png) [@nikf](https://forums.realmacsoftware.com/u/nikf)\ **Post date:** [February 25, 2016, 10:22am UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/7 "2016-02-25T10:22:25Z")
We aim to reply to all support enquiries within 1-2 business days (in this case, it was a little over 10 hours to first reply time). Please could you follow up this morning’s email with the project file and CSV file so we can give this a look? The issue is normally due to the OS X autosave system, but we’d love to get a project that we can reproduce this with and see what we can do to work around it. Thanks! —N ---
**Author:** ![Clearsite1](https://dub1.discourse-cdn.com/flex005/user_avatar/forums.realmacsoftware.com/clearsite1/32/1876_2.png) [@Clearsite1](https://forums.realmacsoftware.com/u/Clearsite1)\ **Post date:** [February 25, 2016, 3:46pm UTC](https://forums.realmacsoftware.com/t/support-not-replying/5551/8 "2016-02-25T15:46:29Z")
Nick… Thanks for the reply. You should have everything now. Permissions are re-built but we can now reproduce the error completely.