Technical details

If you have any technical questions or issues please check out the Known Issues and search the forum – you may find an answer straight away. If your topic is not covered you can start a discussion here; please include the following information:

  • Whether your question is about Goalscape Desktop or Goalscape Online (or both)

  • Your Operating System and version - eg 'Windows 10'

  • For download and installation issues (or anything to do with Goalscape Online):

    • Your browser and version (we recommend Mozilla Firefox or Google Chrome)
    • How you connect to the Internet (direct Ethernet/WiFi or via a LAN)
  • If you see an error message please provide details – and if there is a 'Show details' button please click it and C&P the text with your message

  • For Goalscape Desktop issues you can also send us the log files – zip/compress the 'logging' directory/folder and send it to us. The location of the logging folder depends on your OS and version (NB 'guid' here represents a long character string):

    In Windows Vista, 7, 8 and 10:

    C:/Users/[user_ID]/AppData/Roaming/com.goalscape.app.GoalscapeDesktop.[guid]/Local Store/logging

    If you do not see the AppData folder in your account, it is because it is Hidden. To unhide it: right-click on your user_ID folder, select View and set the checkmark "show hidden files and folders".

    In Windows XP:

    C:/Documents and Settings/Users/[user_ID]/Application Data/Adobe/AIR/Local Store/com.goalscape.app.GoalscapeDesktop.[guid]/logging

    or

    C:/Documents and Settings/Users/[user_ID]/Application Data/com.goalscape.app.GoalscapeDesktop.[guid]/Local Store/logging

    If you do not see the Application Data folder in your account, it is because it is Hidden. To unhide it: right-click on your user_ID folder, select View and set the checkmark "show hidden files and folders".

    In macOS (any version):

    [user_home]/Library/Application Support/com.goalscape.app.GoalscapeDesktop.[guid]/Local Store/logging

    If you do not see the Library folder in your account, it is because it is Hidden (this is the default setting in macOS 10+). So you will need to Unhide your Library before you will be able to find the logging files. The steps to do this are:

    1 Click the Spotlight icon (magnifying glass top right of your screen)

    2 Enter 'terminal' and click the 'Terminal' option when offered

    3 In Terminal, enter the following text:

    chflags nohidden ~/Library

    Then press Enter.

    The next time you go into Finder, your Library folder and its subfolders will be visible and available.

  • Screenshots are always useful!

Thanks for your patience and cooperation.

Goalscape Support