Sign by default not working, Terminal instructions don't help, can't find nightly

greg's Avatar


25 Jul, 2013 02:38 PM

Why are there a bunch of places to submit support requests btw? Your installer page links to the lighthouse page and here. It tells users to search the Lighthouse page to see if their problem has already been opened, why do you expect them to think to then go back to where they came from and click on the other link to go here?!? Then, the lighthouse page has EIGHT different pages where they can submit their request. How do I know you're monitoring all of them? How can I be sure I'm posting in the right place?

There should be one place that users go to report all issues with GPGTools. Then if you want your own bug tracker, keep that hidden from users.

sigh... rant over.

As per the above link: Sign by default not working, Terminal instructions don't help, can't find nightly.

  1. Support Staff 1 Posted by Steve on 25 Jul, 2013 03:41 PM

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    Hi Greg,

    as you can see on the installer page it mentions our bug tracker and our support page. I did explain the difference in the bug tracker on which you reported your problem.

    Well if we do have a ticket for an existing problem there's not really anything we can do except: fix it. In order to fix it, we need time (the biggest limitation). And when dealing with a huge project fixing bugs goes by priority.

    If you experience a bug it is recommended to look in the according bug tracker. When the installer is not working you don't have to look for this problem in the GPGServices bug tracker.

    If you don't find an existing bug, you create a support request on our support platform. We'll see what the issue is and as soon as that is communicated you'll either be fixed or we'll have a new bug.

    Does that workflow make sense for you?

    Also, believe me, we are tracking all info, user requests, incoming mail etc pp.

    For your actual request: This is already fixed in our nightly.

    Let us know if the nightly works (after installing, re-apply the hidden setting).

    Best :)

  2. 2 Posted by greg on 25 Jul, 2013 04:01 PM

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    > Does that workflow make sense for you?

    No and Yes.

    No, absolutely not. It looks like you have difficulty understanding how difficult your website is to navigate from the perspective of a user, especially non-technical users. I repeat: for users, there should be **one single place** to search for open tickets and post questions. Just _one_.

    Who the heck knows what the difference is between "GPGServices" (whatever the heck that is) and "Installer" and "MacGPG2" and "GPGMail" and ... etc. etc. is. If you think users should be forced to deal with that, there is something seriously wrong.

    Users see "GPGTools", have no idea WTF "GPGTools" is except that some nerd recommended it to them to keep the NSA from spying on their email. Then they have a problem and their problem is with _GPGTools_ (which btw doesn't even have an entry in Lighthouse), and what they want is a **single SUPPORT link**, with an FAQ, a list of open topics, and one search box. That's it. They should never ever see the bug tracker. That is not for them. All they need to know is if there's a way to fix the problem, and if not, whether it will be fixed. That's it.

    Yes: I'm technically savvy enough to comprehend everything you said.

    Simplifying your support experience will make life easier not just for your users, but for you as well.

    </end rand>

    I'm going to try re-installing GPGTools and get back to you, however the link to gave me points to a DMG with the same exact name that I mentioned already: "GPGTools-2013.5.20.dmg", so this probably is not going to fix the problem.

  3. 3 Posted by greg on 25 Jul, 2013 04:14 PM

    greg's Avatar

    K, I re-installed, and as suspected, it did not fix the problem.

    I should probably list some info about my system:

    - Running 10.8.4 on a MBP.
    - ~/Library/Mail is a volume mounted by [](Espionage 3.5).
    - All my other mail plugins work fine (Mail Act-On, and MailTags)

    Yes, I re-ran this command after installing (while Mail wasn't running):

        defaults write ~/Library/Preferences/org.gpgtools.gpgmail SignNewEmailsByDefault -bool YES

    BTW, there are several issues with that:

    1. This is a pretty basic setting that should be in the GUI preferences.
    2. You don't instruct users to quit Mail before running that command, but I'm pretty sure you should based on how NSUserDefaults works.
    3. The command you give is actually:

        defaults write ~/Library/Preferences/org.gpgtools.gpgmail SignNewEmailsByDefault -bool YES|NO

    That is not a valid command. Users barely know how to use the Terminal (and should never have to), and you expect them to understand that they need to replace "YES|NO" with either "YES" or "NO"?

  4. 4 Posted by greg on 25 Jul, 2013 04:15 PM

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    P.S. Markdown isn't working, and the link at the bottom of the comment box says "switch to plain text", meaning that it should be on.

  5. Support Staff 5 Posted by Steve on 25 Jul, 2013 05:45 PM

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    Hi Greg,

    we agree with everything you say and we've been thinking the same thing for months, almost years now. Unfortunately we're extremely time restricted which is also due to the fact, that this is an open source project and we're still doing it in our spare time.
    With GPGMail we've started to completely revamp all of our user interfaces and started to really focus on user experience. It's already very easy to use, but will soon be even easier.
    Now of course the website and all other tools standout in their, well..., ugliness, but we're very hard at work at fixing that as well.

    While you say a preference might make sense, true, but we've already started on a much better system which tries to guess what settings the user will choose for there following emails. Preferences are usually not a good thing for user experience, it's better to choose the right default for them.

    And for those who want to have more control, these command line settings are available, since we think, those are definitely more experienced users.

    To sum it up: everything you're saying is already in the making.

    Next: nightly - Here's the link to the newest nightly 502n. Does that improve the situation?


  6. 6 Posted by greg on 25 Jul, 2013 06:12 PM

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    It works! :-D

    Please don't forget to tell users to quick mail before running that terminal command in the instructions. Also, I'd remove "YES|NO" and just put YES. Then in the comments tell them to replace YES with NO if they want to change it back.

    I don't know how close you are to finishing that other system. Adding a checkbox to the prefs shouldn't be hard. You could do that when you release this nightly to fix the issue while users wait for you to make more significant improvements.

  7. Support Staff 7 Posted by Steve on 26 Jul, 2013 10:42 AM

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    Glad this is now working.

    Thanks for all your input. Closing this discussion. If you run into further issues open a new discussion anytime.

  8. Steve closed this discussion on 26 Jul, 2013 10:42 AM.

  9. greg re-opened this discussion on 26 Jul, 2013 02:51 PM

  10. 8 Posted by greg on 26 Jul, 2013 02:51 PM

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    Thanks so much for all your patient help Steve! You've done a great job with GPGTools and it just keeps getting better. Also, thanks for updating the hidden settings instructions! :-)

  11. greg closed this discussion on 26 Jul, 2013 02:52 PM.

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