Known Issues: Online, Desktop and Mobile
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 start a new discussion on the Customer Forum. We will need details of the machine you are using, 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 'Details' button please click it and C&P the full text into your message. Screenshots are also very useful.
Blank screen in Goalscape Online
Goalscape Online requires Adobe Flash Player. If you see a blank screen or a black screen please download the latest Flash, ensure it is enabled/allowed in your browser and and try again.
Goal name changes not preserved in Goalscape Mobile (iOS version)
To cement goal name changes, press Enter/Return after entering text.
Problems downloading, installing or activating Goalscape Desktop
Goalscape Desktop is fully certificated, so all fresh installations, reinstallations and autoupdates should work fine. Problems installing or updating the software are likely to be due to an issue with the local Adobe AIR environment, so the first thing to try is to download the latest Adobe AIR.
If that does not work you will need to uninstall and reinstall Goalscape Desktop and Adobe AIR:
Uninstall Goalscape Desktop. This will not affect any of your existing desktop (.gsp files), stored in your Documents area.
Uninstall Adobe AIR (on a Mac, rather than simply dragging its icon to Trash, run the special 'Adobe AIR Uninstaller' application – this is usually in Applications > Utilities).
Restart your machine.
Go to How to Install Goalscape Desktop and follow the steps to install the latest version of AIR, then download and run the GoalscapeDesktop.air installer file (if you Save the installer file you may need to enforce the '.air' suffix when you save this file, since some environments try to change it to '.zip'!).
Double-click the installer file to run it and follow the instructions.
If this does not work please try resetting your Registry between steps 2 and 3 above. The instructions for doing this are here. When you do this you will need to reactivate the fresh installation.
If problems persist, please post a new Discussion with a full description of the problem, along with all the 'required information' listed at the foot of this page.
We are working on a captive runtime version of Goalscape Desktop that will make the application independent of the local AIR environment – watch out for announcements.
Push updates in Goalscape Mobile for Android
Changes made in the Mobile app will not automatically appear in the Goalscape Online web application in your browser (and vice versa). All changes are however saved on the server and will appear on refreshing the browser page (or restarting the mobile app). We are aware of this error and we are working urgently on a fix.
Purchased Unlimited subscription but Goalscape Online still shows "Goalscape Free"
Fix: sign out of Goalscape Online and sign back in again. Goalscape Online sessions are persistent across browser use and computer restarts; and user account status information is only updated at the start of each session.
Goalscape Online and Goalscape Enterprise issues
Most issues, including apparent freezes, are due to connection issues or the browser having problems with Adobe Flash Player. Simply refreshing the page may work; if that does not work, please close and restart the browser, check that you have the latest Adobe Flash Player and try again.
In the event of persistent problems on sign-in or in use, please email email@example.com, providing: your Operating System (and version); your browser (and version); and how you connect to the Internet (direct Ethernet/WiFi or via a LAN). If you connect via a LAN we will need to know details of any firewall or AV software being used.
To change your password, sign in to Goalscape Online, click the 'cog' button at top right of the screen to open the Settings window, then click the 'Change password' button.
If you have lost your password you can reset it by entering your registered email address here (that link is also on the Goalscape Desktop welcome screen and the Goalscape Online sign-in screen).
Activations under a new Goalscape Desktop license (purchased after November 29 2015)
If you see a message "Your Goalscape subscription could not be validated. You have to re-activate your Goalscape Desktop", it means you have already activated Goalscape Desktop on a different computer. If you reactivate it, your previous installation will be deactivated.
Goalscape Online on iPad
You can access the web application Goalscape Online on an iPad if you install the free Puffin browser – unlike the standard iOS Safari, Puffin supports Flash applications (of which Goalscape Connect is one).
Foreign language character sets
Some Cyrillic, Polish, Japanese and Korean characters may not appear correctly in some exported PDF and DOCX reports. We are 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 ('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, or on selected text in the Notes or Comment fields.)
Goalscape Desktop: problems opening files copied using OS file handler
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 the file itself while copying it.
The fix is to use open the existing file in Goalscape Desktop, then use File > Save As to rename it or create a copy in a different folder (rather than using the OS file handler).
Goalscape Desktop: Autosave
The Autosave function in Goalscape Desktop automatically saves all open goalscapes every 2 minutes by default (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 the Autosave interval (or disable it) on each project by using the options in the Settings window (click the 'cog' 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 all but one of a set of neighbors has this minimum importance, Goalscape might appears to 'jam' if you try to increase the importance of any of its neighbors. You can decrease a neighbor's importance and add more neighbors, but you cannot increase their importance.
This is not an error, rather it is a logical result of the need to maintain the ratio between the smallest neighbor and any others. When this hits 1%, the smallest cannot be any smaller; and to maintain the correct ratio, none of its neighbors can be any smaller either. So at this point there is simply no room to make the selected goal any bigger! If you need to increase a goal's importance you can remove this constraint by locking or increasing the importance of any neighbor that has 1% importance.
Sharing Goalscape Desktop (.gsp) files with attachments
Attachments in Goalscape Desktop are implemented as links to the files' locations on your hard drive, not by copying a snapshot of the file into the Goalscape project. So if you copy a .gsp file to another machine over a network, or by using a USB memory stick or other external device, or by emailing it, the attachments will not be included.
In the meantime if you need to share attached documents you can upload them to Google Docs (or other third party filesharing facility) and include a hyperlink to the uploaded file in the goal Notes field of your Goalscape Desktop projects.
Note though that if you are sharing your Goalscape projects you should be using Goalscape Online! In the online application you can simply upload a .gsp file from Goalscape Desktop with all its attachments, then invite others to join the project using the Share button. When you enter a new user's email address in the Share window, that person will be given a Goalscape Free account: they will receive an invitation email with a secure link to your Online project, where they can set their own password and sign in. You can even give Free users Edit access to your projects (1 per Free user) completely free of charge.
When you raise any support questions or problems, or suggest a new feature, please confirm whether you are referring to Goalscape Desktop or Goalscape Online (or both). For technical issues we will also need:
- A description of the problem (what you are trying to do and what is happening)
- The make and model of your device
- Your Operating System (and version)
- For Desktop issues, the versions of Desktop and Adobe AIR installed (you can see this information if you run your cursor over the 'Goalscape' logo at top left of the screen) – if necessary you can download the latest AIR
- For Online issues:
- The version of Adobe Flash Player installed (you can see this if you run your cursor over the 'Goalscape' logo at top left of the screen) – if necessary you can download the latest Flash and ensure it is enabled/allowed in your browser
- Your browser (and version) – NB we recommend Mozilla Firefox or Google Chrome (Chrome runs its own Flash plugin; you may though still need to Allow it though)
- How you connect to the Internet (direct Ethernet/WiFi or via a LAN)
- Screenshots are always useful – especially if there are any error messages
- If an error message has a 'Details' button please click it and C&P the full text in your post (click anywhere in the text field and press Ctrl + A to select all, then Ctrl + C to copy).
Goalscape Online Unlimited subscriptions are based on recurring billing and renew automatically as long as the registered Payment Method remains valid. If a credit or debit card or PayPal billing agreement expires during a subscription period we will send email notifications well in advance of the renewal date.
Customers can cancel their subscriptions any time from within Goalscape Online itself: click the 'Manage account' button in Settings to access the portal; on the customer account page, scroll down and click 'Cancel this subscription'. Cancellation takes effect on the next renewal date.
Goalscape Desktop licenses are valid for ever and include a free 'Web Bonus' Goalscape Online Unlimited 6-month subscription. Because Goalscape Desktop is sold under a one-time payment, this free Online Unlimited subscription does not renew automatically. We send email notifications about impending Web Bonus expiries, so customers who wish to maintain their Unlimited use of Goalscape Online can purchase a new (recurring) subscription, with no interruption to service.