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, your browser and version; and how you connect to the Internet (direct Ethernet/WiFi or via a LAN)
If you see an error message please provide details (ideally with a screenshot) – and if there is a 'Show details' button please click it and C&P the text with your message
You can also run the apps in Debug mode (selectable in the Application menu) and send us the log files after a failed session. Note that Debug involves additional processing and will result in slower project loading and redrawing, so before you select Debug mode we recommend you Close all but 1 or 2 projects (you can always reopen them later from the User Projects List under the Home tab).
After any error in Debug mode, before you restart the app, zip up the logging folder and send it to us. The location of the logging folder depends on your OS and version:
In Windows Vista, 7, 8 and 10:
C:/Users/[user_ID]/AppData/Roaming/com.goalscape.app.Goalscape[Online or Desktop]/Local Store/logging
If you do not see the AppData folder in your account, it is because it is Hidden. To unhide it: select your user_ID folder, click View > Options > Change folder and search options, then in the popup select the View tab and check 'Show hidden files, folders and drives'.
In Windows XP:
C:/Documents and Settings/Users/[user_ID]/Application Data/Adobe/AIR/Local Store/com.goalscape.app.Goalscape[Online or Desktop]/logging
C:/Documents and Settings/Users/[user_ID]/Application Data/com.goalscape.app.Goalscape[Online or Desktop]/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.Goalscape[Online or Desktop]/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.