Known Issues: Goalscape Desktop and Goalscape Connect

This page shows the issues that we know about and consider important. It comprises bugs, anomalies and descriptions of imminent enhancements: rest assured we are working hard to address them all.

If you have a question or problem that is not covered in the online help package or mentioned here, please post it on the Customer Forum, giving the version numbers for Goalscape (Desktop or Connect) and AIR, which you can find by running your cursor over the Goalscape logo at top left of the screen. We will also need details of your Operating System (and version) and your browser (and version). If you are seeing any Error messages please describe them and if there is a 'Show details' button please C&P the full text in your message. Screenshots are also very useful to us in diagnosing issues.

Goalscape Desktop: installation does not work on AIR on Mac OS X 10.7
This is likely to be due to a known issue that Adobe AIR 3.1 has with OS X 10.7.2 and 10.7.3. Adobe developers have provided a fix for this in the latest AIR (version 3.2, currently in beta), which you can download here: http://labs.adobe.com/downloads/air3-2.html.

If you do not wish to use AIR 3.2 beta (or if installing it still does not work for you), there is a workaround:

Open System Preferences, select Energy Saver and disable Automatic graphics switching (or you can use a third party GPU switcher such as gfxCardStatus and enable the Nvidia GPU). Before installing or launching any AIR application, launch Google Chrome.

Goalscape Desktop: other installation issues
If you hit any problems installing Goalscape Desktop ('installer mis-configured' error or others) you can try the following steps:

1. Exit Goalscape
2. Uninstall Goalscape
3. Uninstall AIR
4. Reinstall AIR from here
5. Install the Goalscape Desktop free trial software from here: download the GoalscapeDesktop.air file to your desktop and run it with a double-click.

Future updates will install seamlessly.

If problems persist please email support@goalscape.com, providing full details of your Operating System (and version), the browser (and version) you are using to download and the currently-installed versions of AIR and Goalscape (if applicable).

Reset password
If you have lost your password you can reset it by entering your registered email address here:
reset password
You will immediately receive an email with a secure 'once-only' link to access your Goalscape account on our website, where you can reset your password.

You can also change your password any time by entering your existing credentials here:
Goalscape account
Click 'Edit' to change your username (registered email address), password or other account details. Please note that you will not receive an email confirmation of your new details.

If your email address is not recognized as a legitimate username, please ensure that it is the same one that you used when you registered with Goalscape (either for a purchase or for a Goalscape Connect trial) and that you are entering it correctly (with no leading or trailing spaces).

For any persistent problems activating Goalscape Desktop or signing in to Goalscape Connect, please contact support@goalscape.com, giving the email address that you registered. We can check your account in our database and implement most changes straight away.

Username and password not received
If you register for the free trial of Goalscape Connect and subsequently purchase Goalscape Desktop using the same email address, you can use your existing Goalscape Connect username and password to activate your Goalscape Desktop installation. In these circumstances we will send you an email receipt for your payment but no duplicate registration confirmation email.

The same applies when you make multiple purchases of Goalscape Desktop using the same email address: the extra permissions are added to your original account so you can use the same credentials to activate your new installations.

If you have not previously registered your email address for a Goalscape Connect trial or a Goalscape Desktop purchase and you have received a payment receipt but still cannot find a registration confirmation email (from 'info@goalscape.com') in your Inbox, please check your spam and junk mail filters. If it is not there you can try resetting your password (see above).

Installing Goalscape Desktop Updates
If you have missed earlier updates (especially the two-stage update to version 2.6 released in August 2011), you may have trouble installing the latest updates ('Download failed' Error 16824; 'Installer file damaged' message or similar). The fix is to uninstall your existing version of Goalscape Desktop (in Windows use Start > Control Panel > Add or Remove Programs; in Mac OS X just drag its icon from Applications to Trash); then download a fresh version of the free trial from our website www.goalscape.com.

If you still have problems please contact support@goalscape.com, giving your Operating System (and version) and your currently-installed versions of Goalscape and AIR (you can see both if you mouseover the 'Goalscape' logo at top left of the screen).

Far Eastern character sets
Certain Japanese and Korean characters may not appear correctly in some button labels and tooltips; and in exported PDF and DOCX reports. We are urgently working on a fix for this.

Import/Upload of XML NOT from MS Project
Users of other Project Management tools such as Omniplan may find that Import/Upload of XML files generated by those other tools does not work properly. We are working on a fix for this.

Right-click context menu
The Goalscape right-click context menu applies changes to the goal that you right-click (which need not be the one currently selected). Please note that the last 3 items in the context menu (options 'Print...', 'Settings...', 'Global Settings...') are for Flash settings, not Goalscape options. (These are also the only ones you will see if you right-click anywhere on the screen except for on a goal in the goal map.)

Goalscape Connect 'frozen'
Most apparent freezes are due to issues with Flash on the browser. Simply refreshing the page may work; and if that does not work, close and restart the browser and try again. For persistent problems on sign-in or in use, see below for suggested fixes for specific issues.

Goalscape Connect: port access requirements
Access to the Goalscape Connect data server depends upon HTTP traffic over TCP ports 80, 443, 8080 and 8443.

Goalscape Connect: network proxy restrictions prevent access
Since we switched to SSL for Goalscape Connect server communications, some networks may prevent access.

If you see an Error message with details describing "send failed" for the "sessionCheck" method, please test HTTPS SSL access by opening this page: https://connect.goalscape.com/check-ssl.html.

Note: since our standard certificate has been transferred, you will probably need to click 'Accept certificate' or 'Proceed anyway' (you may also be able to select 'Add exception' so that you will not need to go through this process every time you sign in).

If you cannot open the check-ssl.html page, then please try using Connect2 (http:/connect2.goalscape.com/). This will take you to your existing account (by-passing the SSL Link) so you will still be able to access all your current Connect projects and any shared with you. Please bear in mind the fact that if you send a Connect link to someone else you will need to change 'http://connect2...' to 'https://connect...' in the URL. The Share function is otherwise unaffected.

If it still does not work, please try using Chrome as your browser (if you have not tried it already).

Goalscape Connect: potential issue for Firefox users
If you are using Firefox as your browser you may have a problem signing in: looping between the sign-in screen to the default error message ("some changes may be lost" with Retry button) and back.

The fix is to delete the 'JSESSIONID' cookie:
1. Click Firefox > Preferences
2. Select the Privacy tab
3. Click the 'remove individual cookies' link
4. Type 'connect.goalscape' in the Search window (or C&P it from here)
5. Select the 'JSESSIONID' cookie and delete it, then close that window and the Preferences one
6. Refresh the Connect page and sign in

Sorry for the inconvenience: we are working on a fix for this.

Goalscape Connect: '@' character issue in Chrome
Some Connect users with keyboard settings for specific languages (German, Danish, etc) using Chrome under Windows 7 may find that text entry is inhibited after they enter the '@' character. This only occurs when using certain keys (eg AltGr modifier rather than Shift+ 2) to enter the @ character. Those affected can try installing the latest version of Chrome (15).

See also this discussion: http://code.google.com/p/chromium/issues/detail?id=94240.

Goalscape Desktop: copied files
If you copy a file to a different folder using your OS file handler, you will not be able to open the copy while the original is open in your workspace. This is because the copied file still has the same unique identifier (UID), even if you renamed it while copying it.

The fix is to use Save As to rename or move a file, rather than the OS file handler.

Goalscape Desktop: Exported HTML report does not contain the goal map image
This appears to be a project-specific issue and we are investigating it. In the meantime there is a workaround: use the preview screen (File > Report Preview), select 'HTML' and click 'Export'.

Goalscape Connect: goal map cut off at foot
You can ensure that Goalscape Connect displays properly in your browser by using the browser's Full Screen view. In most browsers this is available under View > Full Screen and there may also be a hotkey shortcut to toggle it.

Goalscape Desktop: Autosave
The Autosave function in Goalscape Desktop automatically saves all open goalscapes every 2 minutes (after you first save a new one or open an existing one). So if you do not wish to overwrite an existing file you will need to save it with a different filename when you first open it.

You can set your own preferences as to how frequently Autosave operates using the Preferences window (click the 'wrench' icon at top right of the screen).

Minimum importance = 1%
You cannot increase the importance of a goal so much that it 'crushes' the importance of any of its neighbors to less than 1%. When one in a set of three or more neighbors has this minimum importance, Goalscape appears to 'jam': you cannot increase the importance of any of its neighbors. You can continue to add more neighbors, but you cannot then increase their importance.

This is not a bug but a logical result of the need to maintain the ratio between the smallest neighbor and any others. When it hits 1%, the smallest cannot be any smaller; and to maintain a constant ratio, none of its neighbors can reduce either. So at this point there is simply no room to make the selected goal any bigger! If you need to increase its importance any further you can lock or increase the importance of the smallest neighbor(s) (or delete them) to remove this constraint.

Goalscape Desktop: AIR Application prevents System Restart or Shutdown
If you attempt to shut down or restart your computer while Goalscape Desktop (or any other AIR application) is open, it will prevent you from doing so. You will need to Exit or Quit Goalscape and try again.

Sharing Goalscape Desktop files (.GSPs) with attachments
Right now there is no easy way to ensure that files attached to goals are included when emailing goalscapes (.gsp files) that you have created in Goalscape Desktop: you have to attach such files separately. We are working on a way to implement a full 'email-style' attachment function.

In the meantime if you need to share attached documents you can upload them to Google Docs (or other third party site) and include a Link to that site in the goal Notes field of your Goalscape Desktop projects.

If you need to share your projects you should really be using Goalscape Connect to do so. In Connect you can simply upload a goalscape from Desktop with all its attachments, then Share it individually with other Connect users, assigning them Admin, Edit or View access. Or you can make it 'public' and share it with anyone at all by sending them the web link (URL) – then they will be able to View it (read only), even if they do not yet have a Goalscape Connect account.

Text formatting in Notes fields
When you format a block of text (by applying bullets' or by emboldening, italicising or underlining it; or changing other attributes like size or color) and then enter new text in the middle of that block, it may appear in the default format rather than the format applied to the rest of the block. Furthermore when you move or copy text between the Notes fields in different goals (or different goalscapes) it may lose its bulletas.

These issues are due to a problem with the Adobe Flex rich text editor (RTE) component; we are working on replacing this with a new text layout engine.

Required Information
When you raise any support questions or problems, or suggest a new feature, please confirm whether you are referring to Goalscape Desktop or Goalscape Connect (or both).

For technical issues we will also need to know your Operating System (and version) and the version numbers of any existing Goalscape and AIR installations (you can find these by running your cursor over the Goalscape logo at top left of the screen). For download, activation and connection issues we will also need to know the browser you are using and how you connect to the Internet (direct ethernet/wi-fi or through a LAN).