Frequently Asked Questions

Below is a list of questions frequently asked by users of iBoostUp.
Please browse this list before contacting customer support.

Last updated: 05 December 2018

Latest versions: 6.5.23 (App Store), 6.5.24 (iBoostUp.com)


Are you running the latest version of iBoostUp?
Please update to the latest version before contacting us as your issue may already be resolved.

  1. !! Awaiting your confirmation in the App Store
  2. 00. (updated) iBoostUp fails to launch after an update with error "iBoostUp is damaged and can't be opened"
  3. 01. Disk sizes and free space
  4. 02. Firefox, Safari, Opera browser related questions
  5. 03. What is a crash report and how do I find one?
  6. 04. Memory Booster is disabled
  7. 05. Purchases (updated)
  8. 06. Recovering deleted files
  9. 07. New release notifications
  10. 08. Unable to scan with Duplicate File Finder
  11. 09. Unable to locate Duplicate File Finder's icon
  12. 10. Disk Health is missing
  13. 11. Unable to locate App Shrinker's icon
  14. 12. I've re-installed Mac OS, do I need to purchase Memory Booster, App Shrinker, etc again?
  15. 13. I think I've found a bug, what information should I send to help fix it?
  16. 14. Disk Health is taking a long time or appears stuck
  17. 15. ARP Cache Scanner not showing up under the Security section
  18. 16. Mac App Store prompts for payment details
  19. 17. Downloads Folder
  20. 18. Application Shrinker
  21. 19. Prices and discounts
  22. 20. Check My Apps - Last Checked: Never
  23. 21. General Feedback
  24. 22. Unable to find App Uninstaller
  25. 23. No updates available for my install
  26. 24. Unable to locate Battery Health
  27. 25. Uninstalling
  28. 26. Not detecting items to remove
  29. 27. My question is not listed here
  30. 28. Troubleshooting the "Application damaged" App Store issue




Awaiting your confirmation in the App Store

Please check any other open App Store windows for prompts from the App Store itself such as:
  • Accepting a new Apple ToS
  • Updating your payment details
  • After you perform the requested action your purchase or restore should complete successfully.
    If you continue experiencing issues with your purchase or restore please contact us via in-app messaging from the "feedback" item on the iBoostUp menubar or by hitting CMD+F anywhere in the app.



    iBoostUp fails to launch after an update with error "iBoostUp is damaged and can't be opened"

    We've had intermittent reports of this occurring with our 3.1 and 3.2 updates.
    This issue is not specific to iBoostUp and related to a problem with the App Store itself.
    To resolve, please:
  • Remove iBoostUp from your Applications
  • Remove com.ituneup.ituneup.plist and com.ituneup.ituneup.plist.lockfile from ~/Library/Preferences
  • Download iBoostUp from the Mac App Store


  • In case you are unable to locate the above-mentioned files please try the following:
  • Open Terminal.app from Applications -> Utilities
  • Type "rm ~/Library/Preferences/com.ituneup.*" without quotes and then hit [enter]
  • Re-download iBoostUp again from the app store.


  • To re-enable any of your previous purchases please follow the steps in FAQ entry #12

    If the problem persists then please contact iTunes Store Customer Support for assistance:
    http://www.apple.com/support/mac/app-store/

    For more information on this issue and how to solve it for any application (not just iBoostUp) please see the helpful article at Macworld Fixing Mac App Store download errors



    Disk sizes and free space

    Question: iBoostUp is showing my hard disk to be a smaller capacity than expected.
    Answer: The discrepancy you see is because iBoostUp currently considers 1GB to be 1024MB (this is the same way we measure the amount of RAM in your system, i.e 4096MB means you have 4GB of memory) whilst disk manufacturers mark storage capacity differently. Here's a link to a wikipedia article that discusses this http://en.wikipedia.org/wiki/False_adve ... _standards



    Firefox, Safari, Opera browser related questions

    Question: After I tested iBoostUp on my iMac my Firefox isn´t working. Some pages aren´t shown correctly for example Youtube.com
    Answer: When performing an iBoostUp quick clean we check for running browsers and recommend that you close them before continuing. We like to give power users the option of ignoring this message and cleaning anyway by clicking on the red "ignore" warning button. The instability you see is because you had Firefox running while iBoostUp was cleaning some cache files - this is why we suggest that you press the green "close" button when the cache cleaner's recommendation comes up. Browsing will be back to normal (and possibly faster) after you close (i.e [cmd] + q or menubar Firefox -> Quit) and re-open Firefox.



    What is a crash report and how do I find one?

    Crash reports are generated by OS X whenever an application encounters an error that causes it to terminate ungracefully.

    They are generally stored in:

      ~/Library/Logs/CrashReporter
      /Library/Logs/CrashReporter

    The easiest way to find the crash reports on your system is to:
    1. Open Console.app (in Applications > Utilities)
    2. Click "Show Log List" if it's on the top left of the toolbar (if it isn't then the log list is already showing)
    3. Look in FILES > ~/Library/Logs > CrashReporter
    4. Look in FILES > /Library/Logs > CrashReporter

    You can select then copy and paste them into an existing email or new text file using TextEdit.app or alternatively you can right-click and select email.



    Memory Booster is disabled

    The Boost Now button is disabled when a Memory Boost is not currently required (i.e there is plenty of free RAM available) - it will automatically be enabled once you're running low on memory. In these instances the "Purchase Now" button is also disabled as we wouldn't want you to purchase the Booster and then find that a boost is not currently necessary.



    Purchases

    The Mac App Store's in-app purchasing servers occasionally go down for maintenance or other reasons, in case of an error with your purchase please wait a few minutes then try again.
    In cases where iTunes shows your purchase has been completed but the item isn't enabled you can simply purchase again - you will not be charged if you've already paid for a particular feature.


    If repeated purchase attempts are failing, please ensure you have the latest version of iBoostUp installed by checking the "Updates" tab in your Mac App Store window.
    If there is a newer version please update and try again, otherwise:
  • Make sure any of your installed security applications (i.e application firewalls) aren't blocking the transaction
  • Sign out of the Mac App Store
  • Remove iBoostUp from your Applications
  • Restart your Mac
  • Download iBoostUp from the Mac App Store
  • Attempt your purchase(s) again - if you've paid already then you will not be charged again.

  • For ongoing issues with purchasing please contact us via the support address at the end of this FAQ.



    Recovering Deleted Files

    If you've inadvertently removed a file using Duplicate File Finder you can simply recover it from the Trash.
    iBoostUp's Quick Cleaner only detects and removes log and other temporary files from folders which are used for temporary files by the System, as such it is simply not possible to have lost any iTunes media or mailboxes as a result of a quick clean. In addition to this you are given the opportunity to review files detected for removal by clicking "More Information" on the results screen.
    While the application will attempt to detect files that you want to keep, if you store files in non-standard system folders which are typically used for temporary files (especially system cache) then there is a chance those files will be removed. This is not specific to iBoostUp but also to other applications that attempt to restore space used by temporary files. The obvious solution is to only store files in standard user directories, not system directories, especially folders used by the system for temporary storage.
    In case you have cleaned files you'd like to recover then the best option would be to use an unerase product as quickly as possible after removing the files.



    New release notifications

    We have an active development and release schedule. Please regularly check your Mac App Store's updates tab to make sure you've always got the latest and greatest version of iBoostUp.
    If you'd like to be notified of releases and other iBoostUp news then please follow us on Twitter

    or like us on Facebook



    Unable to scan with Duplicate File Finder

    Question: I've purchased Duplicate File Finder but the "Begin Scan" button is disabled. What should I do?
    Answer: Please make sure you've selected folder(s) to scan by using the [+] button.



    Unable to locate Duplicate File Finder's icon

    Duplicate File Finder is only available as an in-app purchase if your Mac is running OS Lion (10.7) or above.
    Our standalone "iBoostUp Premium" edition is available from the Mac App Store for Snow Leopard (10.6) users who would like to make use of all our premium features. See iBoostUp Premium on the Mac App Store



    Disk Health is missing

    Disk Health is only available if you are logged in using an admin account.
    Please check your account type under Users & Groups in Applications -> System Preferences.
    Some users have reported an issue after a recently applied Apple update which is resolved after rebooting their Mac.



    Unable to locate App Shrinker's icon

    Application Shrinker is only available as an in-app purchase if your Mac is running OS Lion (10.7) or above.
    Our standalone "iBoostUp Premium" edition is available from the Mac App Store for Snow Leopard (10.6) users who would like to make use of all our premium features. See iBoostUp Premium on the Mac App Store



    I've re-installed Mac OS, do I need to purchase Memory Booster, App Shrinker, etc again?

    To restore a previous purchase, simply click "Purchase Now" and select "restore" once the iBoostUp shop window has loaded. You will not be charged again.
    Please make sure you are signed in using the same Apple ID you originally purchased with.



    I think I've found a bug, what information should I send to help fix it?

    To help us troubleshoot as rapidly as possible, please send us your:
  • Mac OS version
  • What you were doing when the error occurred
  • Any relevant crash reports, console.log entries or screenshots
  • Any other applications you installed around the time the problem started
  • iBoostUp version
    (if your version is out-of-date please update using the Mac App Store and confirm the issue still occurs)



  • Disk Health is taking a long time or appears stuck

    Disk Health may take several minutes to complete, depending on the size, type and current health of your disk.
    Additionally the progress bar might not always be accurate on Macs equipped with SSD drives.
    Please be patient while the repair completes and note that subsequent repairs will be faster than the first time.
    Also note that you are able to use other parts of iBoostUp while the disk is being repaired.



    ARP Cache Scanner not showing up under the Security section

    ARP Cache Poisoning detection is only available as an in-app purchase to users running Mac OS Lion (10.7) or above. Our standalone "iBoostUp Premium" edition is available from the Mac App Store for Snow Leopard (10.6) users who would like to make use of all our premium features. See iBoostUp Premium on the Mac App Store



    Mac App Store prompts for payment details

    This can happen for a number of reasons:
  • You have no payment details linked to your Apple account
  • Your gift card(s) have run out of money
  • Your credit card is no longer valid or was declined
  • Please correct the issue, and if the problem persists contact Apple or your banking institution.



    Downloads Folder

    To prevent accidental deletion, iBoostUp prompts you with a forced delay of 10 seconds before allowing you to confirm emptying of your downloads folder.
    If you've emptied your downloads folder and would like to recover the files then simply download them again or see our advice regarding recovering deleted files .



    Application Shrinker

    App Shrinker never modifies your original Application files, but instead creates a folder in the location of your choosing which contains shrunken versions for your inspection. Once you are satisfied that the shrunken versions function correctly, you should manually replace the originals using Finder.
    If you don't replace the originals then you should remove the shrunk versions to prevent duplicated "Open with" entries.



    Prices and discounts

    The price of each optional iBoostUp feature is shown in the Mac App store under the "available in-app purchases" heading, you are also prompted in iBoostUp itself before any charges are incurred.
    iBoostUp provides a large number of features at no cost and others at incredible value so we are unable to offer you any discounts.



    Check My Apps - Last Checked: Never

    If you click "Check My Apps" and after processing the screen displays "Last Checked: Never", please:
  • Make sure your internet connection is functioning
  • Try again a few hours later
  • If the problem persists, please help us troubleshoot by sending support your iBoostUp and Mac OS X versions plus a list of your installed applications.


  • General Feedback

    We welcome general feedback and appreciate reviews from our satisfied users, when sending feedback to our support address (listed below) please include "feedback" in the subject line. Looking forward to hearing from you!



    Unable to find App Uninstaller

    Application Uninstaller is only available as an in-app purchase if your Mac is running OS Lion (10.7) or above.
    Our standalone "iBoostUp Premium" edition is available from the Mac App Store for Snow Leopard (10.6) users who would like to make use of all our premium features. See iBoostUp Premium on the Mac App Store



    No updates available for my install

    Due to technical and compatibility reasons, we have 3 editions of iBoostUp available.
    As we work on updating the different versions, there are times when they are not all in sync but they eventually all sync up version wise so please bear with us.
    Any available updates to your edition of iBoostUp will automatically be shown in-app (if you downloaded and installed from www.iboostup.com) or via the Mac App Store if you installed from there.



    Unable to locate Battery Health

    Battery Health is only displayed if your Mac has a built in battery or UPS connected.



    Uninstalling

    Uninstalling is the same as for any other self-contained Mac application: simply make sure iBoostUp is not currently open and drag the icon from your Applications folder to the trash.



    Not detecting items to remove

    If you try to perform a quick clean and the “Remove All” button is always greyed out then please click the iBoostUp menubar and then Reset all of my Preferences.
    This may occur after you upgrade your operating system.



    My question is not listed here

    If your question is not answered by this FAQ then you can contact iBoostUp support via email.
    We aim to satisfy all iBoostUp related support requests, but as iBoostUp is a free product we may be unable to reply to each message individually. Please contact iBoostUp support and occasionally check back at this FAQ page.


    Note: we do not typically offer customer support via Twitter or any other social network, please email your support requests to the above adress.

    Troubleshooting the "Application damaged" App Store issue

    We've been discussing the issue with Apple and in they've requested more information in cases where the steps at the start of the FAQ couldn't resolve the error.
    On your Desktop/Macbook:
  • Install charles from http://www.charlesproxy.com/
  • Install the charles cert on desktop/laptop http://www.charlesproxy.com/documentation/using-charles/ssl-certificates/
  • Launch Charles, in Proxy -> Proxy settings -> go to SSL tab
  • a. click the + to add an entry under locations
  • b. Host: *.apple.com
  • c. Port: 443
  • d. enable SSL proxying.
  • 4. Clear the charles log (trash-can), reproduce and save session

  • Please save and send the log files to our support address.



    Easy-To-Use

    There are no complicated options to learn in order to effectively use iBoostUp.

    Optimize & Repair

    Optimize your Mac, fix slow performance, fix app errors. Make your Mac new again.

    Download Free!

    iBoostUp is completely free to download & use. Optional features can be purchased in-app.