I've seen someone from extensis post numerous times that people should contact them directly via Technical Support in order to address their issue specifically but it is IMPOSSIBLE that this issue is so widespread and the culprit is different for all. IMPOSSIBLE!!!
Do you treat doctors and auto mechanics this way? Basically, you want the problem fixed, but you're refusing to provide any empirical data, logs, sample files, system profile, etc., that would allow the issue to be assessed. So, if there is a configuration level resolution, you're not going to allow it. Most people who fix things need some kind of access to the thing being fixed.
What's worse for other customers, is that if it were a widespread issue, you're preventing data about it from being aggregated. How many customers are actually affected? What you've described is a very general symptom
. So, proving its a single issue can only occur if one has data--which you don't want to provide.
I work at a large university where Mac systems are routinely configured for roaming and non-admin accounts. I wouldn't immediately blame the vendor if a program fails to start. Sometimes you have to work backwards to a true baseline configuration and diagnose from there with trial and error. Not every failure results in a useful log message.
The last time I checked, email and phone support for standalone Extensis products was free, which is almost unheard of now days. There are service agreements, but that's for 24-7 support and other stuff; mainly for client/server products.
They still could fail of course, but it just seems like there wasn't the opportunity here.