A week ago I posted in the thread "Matisse Frequently Locks Up" information about the cause of Matisse locking up. Since that time, 3 other individuals have commented that they are also experiencing the same problem.

Despite being given this information, and confirmation by other users, support is no where to be heard from. At minimum, an acknowledgement is expected.

--Ron

Ron,

Sincere apologies for the delay in replying. I will have a dev team member get back to you ASAP.

rfulkerson wrote:

Despite being given this information, and confirmation by other users, support is no where to be heard from. At minimum, an acknowledgement is expected.

Support seems to hit the 'View unanswered posts' link, instead of the much more helpful 'View posts since last visit' link in the forum frontpage. I've noticed this behavior before, so I tend not to respond to new messages until a real Support-person has responded. That also explains why there is (often) no response if you add extra information to a post, by creating a new reply yourself, the Edit button is more appropriate in that case. After a supporter has replied to a new post, they are notified by the board when a reply is posted...

Suggestion to all support-fellows: Use the forum more effective, i.e. look at all new messages since last visit.
The volume of messages is not that high, I can usually 'handle' (read and sometimes reply) it during my normal workday, but I'm just a customer with a little (25 yrs in IT) experience :-D

HTH
Ton

Support,

It's been over three weeks since you last responded in the "Matisse Frequently Locks Up" thread. A bit of an update would be nice.

rfulkerson,

Sorry for the delay - I have responded in full here: http://myeclipseide.com/index.php?name=PNphpBB2&file=viewtopic&p=113752#113752