If you were contemplating buying one of those shiny new 27-inch iMacs, maybe don't pull the trigger just yet: according to Engadget, many proud new owners of the computer have become annoyed new owners, reporting pronounced problems in particular with Flash playback.

The problem doesn't appear to be a few isolated cases, as two separate threads (here and here) have popped up in the Apple support forums, nor is it a pandemic, as Engadget reports their iMacs are fine. The suggested causes have ranged from a corrupted Snow Leopard build, to a bug that spins down the hard drive, to the nebulous "bad permissions." In the meantime, though, those big beautiful 27-inch screens are playing video like a 128K trying to run Crysis.

A user on the first thread reported that Apple phone support said the problem was with the graphics card, and that it should be fixable in a software update, though another customer who opened a ticket was instructed to exchange the computer itself. Is Apple going to have to smack down another of its chip partners? We shall see.

If you're looking to do a DIY memory upgrade on your brand-spanking new iMac, Apple's more than happy to tell you how. The Cupertino company has posted info in the Support section of its website telling people who aren't afraid to pop the hood on the new 21.5" and 27" iMacs what kind of memory modules the new machines use and how to install or replace memory modules themselves.

While it's not the public's first look inside the machines, Apple lets the world know that the iMac (Late 2009) has four SDRAM slots, where to find them, and what types of modules will and won't fit happily inside.

Would-be do it yourselfers can search Apple's site for support document HT3918. Godspeed – and Godcaution – to you.

[via Softpedia]

iPhone developer Dan B. wanted to know if Apple would reject his application based on the name he wanted to use for his app.

So he did what you'd expect a sane developer to do. He wrote Apple. He used one of his technical support incidents to speak with the Apple Developer Technical Support teams and waited for them to reply.

They were quite prompt in answering, redirecting his question to the iPhone App Review Team.

Thank you for contacting Apple Developer Technical Support. We provide support for code-level questions on hardware & software development, and are unable to help you with your app naming question.

Please contact the iPhone App Review Team for assistance. You can contact them directly at [address redacted].

While you were initially charged a technical support incident for this request, we have assigned a replacement incident back to your account.

I hope this information is helpful to you.

So Dan contacted the App Review team. And they wrote back too.

Thank you for contacting the iPhone Developer Program. This email address is for inquiries regarding status of application submissions.

Apple is not able to provide pre-approval to developers for proposed application submissions.

We ask that you please review the Program License Agreement details against the specific application you wish to develop and submit any applications for App Store consideration in line with the application submission processes for the program.

If your application does in fact get rejected by the app review team, then we will notify you on what appropriate corrections/changes should be made.

So what's a developer to do? It seems like the only way to vet an application (let alone an application name) is to submit it and see whether Apple rejects it or not. If the name is used in the application art, you might have to redesign your screens. If the application idea is not okay, you might end up throwing away all your development costs because Apple would not give a preapproval before starting serious development.

Dan's problem reflects a wider problem with Apple's App Store black box. Developers should be able to pay for support incidents for exactly this kind of situation. It appears that Apple does offer this high level of consultation to partners and other companies that they work with (even to the point of having Phil Schiller call Google directly to discuss the progress for the Google Voice app review). Shouldn't they offer a similar kind of service to smaller developers?

Have you been able to get these kinds of answers out of Apple? If so, how did you approach the matter? Let us know in the comments...

A little over a year ago, I was searching for a way to expand my reach as a Mac consultant. I had heard quite a bit from other Apple Consultants Network members about Mac HelpMate, but really didn't know much about it. After a free test drive, I ended up purchasing Mac HelpMate and its companion software for standalone Macs, Auto HelpMate. Since then, supporting users anywhere within or outside of the Denver area without having to hop into my car and drive to a client's house has become a reality.

Mac HelpMate works by creating a secure, user-initiated connection between a support professional and the user through a gateway server run by the brains behind the application, Apple Certified System Administrator Dean Shavit, who invented the Mac HelpMate service three and a half years ago.

The application is easy for my clients to set up, since there's a ZIRO (zero-interaction roll out) tool that I have on my company web site. One click, and my clients are sharing their screens with me, without having to install software or enter a password or code. The standalone application is used both by the support client and the support professional, and it runs on any Mac OS between 10.3 (Panther) and 10.6 (Snow Leopard).

I celebrated my first year of Mac HelpMate usage by re-subscribing to the service ($600 annually with a $100 discount to members of the Apple Consultants Network) and by upgrading to the new Mac HelpMate 3.0. The new version provides full compatibility with Mac OS X 10.6 Snow Leopard, as well as a number of powerful new features.

Have you upgraded to Mac OS X 10.6 Snow Leopard and found that your HP printer or All-in-one is having issues? HP announced today that experts from the company will be providing real-time support on September 9th to help you out.

From 8 AM to 5 PM PDT on September 9th, 2009, HP's Mac-connect team will be monitoring the HP Mac Printing & Scanning Board (part of the HP Support Forums). HP customers who post questions about compatibility with Snow Leopard can expect a quick response from the HP team. After the real-time session, the Mac-connect team will continue to provide help through the Forums.

HP noted in their press release today that "HP has worked closely with Apple throughout the Mac OS X v10.6 Snow Leopard development process, enabling customers to enjoy built-in print driver support for more than 1,300 worldwide HP peripherals out of the box – the most ever offered by HP for a new Mac OS. In addition to print driver support, HP is providing scan support for the latest HP Inkjet All-in-Ones built into the operating system."

More information about HP products and Mac compatibility can be found at www.hp.com/go/mac.

Here's an interesting feature of Snow Leopard that you may or may not (probably not) find particularly useful. Apparently after upgrading to 10.6 several users at the Apple Discussion Forums -- mostly owners of Mac mini or MacBook models with the GMA950 graphics subsystem -- are reporting poor performance with Front Row.

The performance issue seems to effect navigation as well as playback, resulting in jerky video/audio in the menu and when watching a movie. This is also not limited to pesky DiVx files or QuickTime plug-ins either, as some users are reporting seeing the problem with iTunes purchases and others are even running a completely stock installation. Interestingly enough, some of the same users with Front Row issues are not seeing the same problems when playing back with QuickTime X.

In my opinion, this is not much of a surprise following such a major upgrade to many of the OS's underpinnings -- including an overhaul to QuickTime on which Front Row is largely based. This is the reason I did not upgrade the Mac mini in my living room. Aside from being a full-time webserver, I also rely on it for multimedia functionality as well.

Some folks with complaints have found solace in either Plex or Boxee as these fine media players do not rely on QuickTime or iTunes. For most though, a working Front Row would be ideal. Personally, I have not checked for problems with Front Row since my multimedia Mac hasn't been upgraded. However, I did note some wonkiness on another machine when using QuickLook to playback some video files through Finder. I have a sneaking suspicion there is something going on related to QuickTime X being used by other programs (i.e. FrontRow or QuickLook). What say you dear readers? Is your Front Row experience causing you grief or are you simply smirking because you haven't received your pre-order upgraded yet?

Thanks to Ivey for sending this in via Twitter.

I didn't really take last week's Twitocalypse that seriously, but as you probably know by now, it turned out a little worse than expected -- we'd been told that Twitterrific (and, we assumed, most other Twitter apps) would be fine, and of course, as Craig Hockenberry explains on his blog, things ended up not-so-fine. Desktop app developers, of course, could publish updates as quickly as they could code them; iPhone developers were in a different situation.

When the Iconfactory's app stopped working, most people (including me) got an API error all weekend. Craig found the bug, then he and his team were able to leverage their contacts at Apple Developer Relations to help expedite the release; in short order, an update was pushed out to the App Store. I downloaded it yesterday, and can tell you that things are fixed... at least until the numerical limit on Twitter's tweet identifier raises its head again (or the Newton flips out, but that's another story).

Hockenberry also has ideas about how to keep issues like this from happening again. Not the actual issue of a variable overflow (that will undoubtedly happen again at some point, on Twitter or any other API that scales way faster than anyone expects it to), but the issue of iPhone apps needing a quick fix. He says that Apple should give every developer a number of "incidents" -- situations rarely used, in which a high priority fix can get sent out to apps in major emergencies. He says, and it's true, that for most developers, it's not a question of if you'll need to send out a critical fix, it's a matter of when. And support by Apple, obviously limited to one or two instances per developer, would help developers, distributors, and consumers.

Of course, it's up to Apple, and it's not like they've smoothed out the approval process so well already that they can start adding wrinkles to it. But clearly, given that the Twitterrific update went through quickly, there's room for exceptions to be made.

[via DF]

Update: Our bad... the date on the MacRumors comment was in late April, and this recycled up into our queue due to an editing mixup. Apologies –Ed.

There's a new iTunes beta version out in developers' hands straight from Apple, and a forum poster over at Mac Rumors found a little something fun in the About screen: a reference to Gracenote's ability to identify Blu-ray discs. Gracenote is the service that IDs your CDs when you import them into iTunes, so you don't have to sit there and type all the track names and artist information in. Apparently Apple is mentioning that not only CDs and DVDs, but also Blu-ray discs, will get information from Gracenote in the latest version of iTunes.

This doesn't mean that Apple will adapt Blu-ray as a standard (though it would probably be about time, don't you think?). But it should mean that the future version of iTunes will include Blu-ray support, so if you happen to have a Blu-ray drive hooked up to your Mac, you'll be able to read or play the discs via iTunes.

It could just mean that Apple has upgraded the Gracenote version in their app, however, and that they have no plans to actually use it -- the text in the About screen could just be a boilerplate cut-and-paste from some required Gracenote documentation that happens to include "Blu-ray." We'll have to wait and see just what shows up in 8.2 when it eventually releases to the public.

It doesn't sell them. It doesn't promote them. Apparently, however, T-Mobile will support them. The Consumerist is reporting today that a recent change left iPhone users on the T-Mobile network without voicemail. Worse, when someone tried to call an iPhone on the T-Mobile network, the system sent a blank text message. Unless the iPhone user had an unlimited text account, those little messages were costing money.

Several customers contacted Executive Customer Support and got a phone call that acknowledged the problem, and gave the customers a 1 month service credit.

T-Mobile, through a representative, said "T-Mobile, though they do not offer the iPhone, (but) they are committed to supporting users on their network who have them."

True to their word, within a day or two the problem was fixed.

Wow. Just wow.

Via The Consumerist

Now that you've read up on what to do with that shiny new iMac, MacBook, or MacBook Pro and spent some good time with the instruction manual in one hand and mouse in the other you've probably come to realize that these things aren't exactly perfect. Using a Mac is about as close to heavenly bliss as one can get while using a computer but let's face it, at some point you're going to run into a problem. Luckily for you there's an Apple Genius Bar right around the corner. What's that you say? You live hours away from the nearest Apple store? Fear not faithful reader; Apple is here for you! Read on for my experience setting up a fast, convenient, and personalized appointment with an Apple Expert.

In Apple's ongoing effort to add camera support for RAW formats, it has just released a new update. In update 2.4, Apple added support (for both Aperture 2 and iPhoto '08) for the following Digital Cameras that shoot in RAW format:

• Canon EOS 5D Mark II
• Canon PowerShot G10
• Pentax K2000/K-m
• Leaf AFi-II 6
• Leaf AFi-II 7
• Leaf Aptus-II 6
• Leaf Aptus-II 7
• Leica M8.2

In addition, Apple notes that this update "...also addresses issues related to specific cameras and overall stability." You can download this update via Software Update or by downloading the installer package from Apple's Support Download website.


Thanks for the tip, Miguel!

On Monday, Perian 1.1.3 was released. Perian is a Preference Pane that provides QuickTime with a ton of extra codec support, including: AVI, DivX, and FLV. Version 1.1.3 updates the following aspects of Perian:

• Enabled Indeo 2/3 decodecs
• Added external idx/sub (VobSub) support
• Added support for H.264 and H.263 in FLV containers
• Apple's decoder now handles Baseline/Main Profile H.264
• Fix inconsistent importing for multi-channel audio
• Reduced memory usage for packed streams
• Added sanity checks on all preferences
• Enabled hack to show subtitles in Front Row
• Fixed negative values in SSA \frz tag
• Fixed VSFilter bug-compatibility for \an

You can learn more about Perian, and download the new update, by visiting the Perian.org website.

If you're a regular visitor to the Apple support downloads website, then you might have noticed a change last night. In addition to releasing two updates, Apple also redesigned the site.

If you've used the update website before, then you know what a challenge it was to find any useful information. Before, Apple just showed a list of updates (with the newest ones at the top); now you are able to browse by specific product. By clicking a product link at the top, you can see updates for iPhone, iPod, Desktop Computers, Portable Computers, Mac OS and Software, Peripherals, Servers and Enterprise Software, and Internet (.Mac, MobileMe, Safari, Photo Services).

Two interesting notes on the new design: First, Apple doesn't use the word "Mac" after Desktop and Portable, but instead uses "Computer." Second, Safari is categorized under their "Internet" group alongside MobileMe; they also still have updates for .Mac despite the branding change to MobileMe. You can see the new site, and get your new updates, by clicking here.

MobileMe account holders trying to contact Apple's email outage chat support service have been promptly and brutally cut off if they're not on Apple's list of the "1%" of users affected -- and in one case, even if they are.

Some TUAW readers have been in touch to tell us that when they tried to get chat support for MobileMe email, they were quickly given this automated (or hastily pasted-in) response:

"I'm sorry, according to our records, you were not one of the members affected by the email outage that began on July 18th. MobileMe Mail 24-hour chat support is a temporary measure designed specifically for users whose accounts were affected by that outage. For help, please visit http://www.apple.com/support/mobileme/ww for access to all of our support resources. I apologize for any inconvenience."

But one of our correspondents was doubly displeased, because he insisted he had been one of the 1%. But here was Apple telling him he hadn't -- and not giving him any chance to argue the matter.

It's that "according to our records" bit that seems to be the problem. What if Apple's records are wrong?

Thanks to Bill and Dom for the tip.