Problem trying to install the latest version of Goalscape
Hello there
I haven't used my goalscape account for about a year but really want to get back into using it again. When I clicked on it, I was prompted to install the latest version. I have successfully uploaded Adobe Air, but it will not let me install the main programme. Despite deleting the old version and restarting my laptop I keep getting the following message:
Sorry an error has occurred. The application could not be installed because the installer file is damaged. Try obtaining a new installer file from the application author.
At first I was trying to do this from within my goalscape application. Once I had deleted the existing file I had to do it from your website but got the same message. Any suggestions?
Many thanks
Gloria
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Support Staff 1 Posted by Richard Parslow on 04 Jan, 2015 05:35 PM
Hello Gloria
Sorry you have been having trouble.
The latest version of Goalscape Desktop (2.7.3) is double-certificated; and there is certainly nothing wrong with the installer file itself. The problem you are encountering may be because you missed the previous update (to version 2.7.2); or it could be because your installation of Adobe AIR needs to be updated. Either way, the solution is:
Uninstall Goalscape Desktop using Start > Control Panel > Add and Remove Programs. This will not affect any of your existing goalscapes (.gsp files), stored in your Documents area.
Uninstall Adobe AIR completely.
Go to our Download page and follow the steps to install the latest version of AIR, then download the Goalscape Desktop 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, then follow the instructions. If possible you should install the application in the default directory on your C:/ drive.
If the above does not work please post again and we will give you instructions to clear your Registry for a full 'clean' reinstall.
When you reinstall Goalscape Desktop like this you should not need to reactivate your installation on that machine; however if you do need to activate it again, I confirm that you will be able to do so using your existing credentials.
May you achieve great goals in 2015!
Richard
2 Posted by Gloria King on 04 Jan, 2015 07:27 PM
Thanks Richard. I will give this a go - I was on 2.7.2 and the latest
version of Adobe AIR did update successfully but I didn't remove the
previous version first - don't know if that would have had an affect.
Anyway, I'll try what you suggest and see if that works. I am getting a
new laptop in a couple of weeks - will I be able to run Goalscape on that
machine as well as this one?
Thanks for your prompt reply.
Gloria
Support Staff 3 Posted by Richard Parslow on 04 Jan, 2015 08:38 PM
Hi Gloria
Great: following the above steps certainly should work for you. If it doesn't, post again and we will give you instructions for a full 'clean' reinstallation.
We are also working on a 'captive runtime' version of Goalscape Desktop that will make the application independent of the local AIR environment and eliminate any installation issues.
Yes: your Goalscape Desktop perpetual single-user license allows you to install and activate the software on two machines concurrently. You have a spare permission on your account so you will be able to activate another installation on your new laptop.
When you upgrade your equipment in future you can uninstall Goalscape Desktop from one of your existing machines to free up an activation to use on the new (or reconfigured) machine.
All the best!
Richard
4 Posted by Gloria King on 04 Jan, 2015 08:43 PM
Thanks Richard - I'll have a go at doing it tomorrow!
Gloria
5 Posted by Gloria King on 05 Jan, 2015 08:59 AM
Morning Richard. No it hasn't worked! I can install AIR no problem and I
now have a file sitting on my desk top with an AIR icon and Goalscape
underneath but when I click on it the error window appears. I also did the
save as command and checked that it was an .air file and it was. Looks
like I need instructions on how to clear the Registry then!
Gloria
Support Staff 6 Posted by Richard Parslow on 05 Jan, 2015 09:14 AM
Hello Gloria
Just so we can be sure what is happening here, please could you send us a screenshot of the "file sitting on your desk top with an AIR icon and Goalscape underneath" and the error message you see. Please also confirm whether you see the error when you try to install Goalscape Desktop, or if the install works OK but you see an error when you try to run it.
Thanks for your patience and cooperation here.
Richard
7 Posted by Gloria King on 05 Jan, 2015 09:18 AM
How do I do a screen shot of the file on the desktop and the error
message? The error message comes up when I try to install - running it
isn't an option at the moment!
Gloria
Support Staff 8 Posted by Richard Parslow on 05 Jan, 2015 09:34 AM
Hi Gloria
On a Windows machine use Alt+ PrintScreen: that copies the screenshot to your clipboard, so you can paste it into a blank Paint document using Ctrl+ V, then Save that document somewhere on your hard drive. If you do not have MS Office with Paint, you can also paste the screenshot image into a blank Word document.
When you have the screenshots saved in .jpg (or .doc) files you can post them on your private discussion here using the 'Choose File' button below the Reply box.
Thanks
Richard
9 Posted by Gloria King on 05 Jan, 2015 09:47 AM
Sorry, I can't seem to access the clipboard after I have done alt Print Screen and I don't have Paint - I also haven't got the time to do this! I have taken photos of the relevant bits instead - hope that will suffice.
Gloria
Support Staff 10 Posted by Richard Parslow on 05 Jan, 2015 10:34 AM
Hello Gloria
OK, it appears that you have saved the GoalscapeDesktop.air installer file to your Desktop OK; and I understand that you see the Error message when you run that installer file.
Here are the instructions for the full 'clean' reinstall, including clearing your Registry:
Uninstall Goalscape Desktop using Start > Control Panel > Add and Remove Programs; also delete the existing GoalscapeDesktop.air file on your Desktop.
Uninstall Adobe AIR completely.
To clear your Registry, you need to find and remove the relevant Encrypted Local Data Storage (ELS) files and directories. In Windows 7 these are in the following directories:
[user_home]\AppData\Roaming\Adobe\AIR\ELS<application_id>
Remove any directories and files that have the form:
com.goalscape.app.GoalscapeDesktop.guid (where 'guid' is a long character string)
Note that in some Windows environments ELS directories and files may also appear in other areas on your hard drive. So please also check for the 'com.goalscape.app.GoalscapeDesktop...' files in other locations – eg under different user accounts on that machine ('Admin', 'Guest', 'All Users', etc), or in other system folders called "ELS" or "Cache". This apparent anomaly is to do with the way Windows 7 works with all AIR applications; it is not specific to Goalscape Desktop.
So if you find any files or folders ANYWHERE ON YOUR HARD DRIVE that have the form com.goalscape.app.GoalscapeDesktop.[guid], please delete them.
Reinstall AIR and Goalscape Desktop as previously described: go to our Download page and follow the steps to install the latest version of AIR, then download the Goalscape Desktop installer file to your Desktop (or Downloads directory) as you did before, ensuring it is saved with the '.air' suffix.
Double-click the installer file to run it, then follow the instructions. Please install the application in the default directory on your C:/ drive (usually C:/Programs in Windows).
If the Registry is cleared and the installation works correctly, the Goalscape Desktop application will start up straight away. Because it is a completely fresh install you will need to accept the EULA, then activate Goalscape Desktop at the Welcome screen with your username and password (we have given you spare permissions on your account to enable you to do this).
Please let us know if this works for you.
All the best!
Richard
11 Posted by Gloria King on 05 Jan, 2015 11:08 AM
Sorry Richard but I have having great difficulty with this - I am not
particularly technical!
Goalscape Desktop is not in my list of programmes to Add or Remove so I
can't delete it.
I have uninstalled Adobe AIR
How do I get to the directories? Where is [user_home] etc?
Is there a way I can search for these other goalscape files?
Thanks
Gloria
Support Staff 12 Posted by Richard Parslow on 05 Jan, 2015 11:53 AM
Hello Gloria
OK, if Goalscape Desktop is not in your Programs it means you removed it from the list last time. However, just in case there are any residual directories you should use Explorer (Start > My Computer) to search for and delete any directories that may still be in C:/Program Files. Do not delete any "Goalscape" directories that you have created under My Documents, since these are probably where you have saved your goalscapes (.gsp files).
Unfortunately Windows 7 does not allow you to use Explorer to Search for system files (such as those used by the Registry). So you need to do a "manual" search through the relevant directories. Note that you need to have Admin rights on that machine. If you do not have Admin rights under your own Windows account (identified by your Windows username) you will need help from your System Admin or IT support.
In Explorer (Start > My Computer) you should see your personal user area – identified by the username you use to log in when you start your computer (it is probably labelled 'Gloria_King' or similar). You should also see the directories for the other User areas: 'Admin', 'Guest', 'All Users', etc. In each of these user areas, look for the 'AppData\Adobe\AIR\ELS' or 'AppData\Roaming\Adobe\AIR\ELS' directories (there may also be other directories called 'Cache'). In all of these, find and delete ALL directories and files that have the form:
com.goalscape.app.GoalscapeDesktop.guid (where 'guid' is a long character string)
Note that there may also be similar files under a 'Preferences' directory. These store information about your Recent and last-open goalscapes, and any settings you may have changed in the Preferences screen (language, color scheme, logos, etc). You do not need to delete these files; if you do delete them it will not harm the installation; however when Goalscape starts you will need to use File > Open to find your Recent goalscapes; and re-set your Preferences (click the 'wrench' icon at top right to access Preferences).
Once you have cleared the Registry, Reinstall AIR and Goalscape Desktop as previously described.
All the best!
Richard
13 Posted by Gloria King on 05 Jan, 2015 12:11 PM
I think I am going to have to give up on this - I must have a very old
version of Windows - I think it is 7. I don't get an option for My
Computer when I click on the start button so I don't see any personal areas
or directories I'm afraid. I get 'Gloria' which just lists all my files
when I click on it and 'Computer' which just shows the disk drives.
Thanks for you help but unfortunately I think I am going to have to try and
find another goal-related application that works more easily - which is a
real shame as Goalscape is a great product. I will have one last try when
I get my new laptop though.
Kind regards
Gloria
Support Staff 14 Posted by Richard Parslow on 05 Jan, 2015 12:45 PM
Hello Gloria
You should be able to access the root C:/ directory, under which are all the User_ID areas (including one for 'Gloria'), where the AppData directory resides. If you cannot access this area, you should make sure that you have Admin rights on that machine under your Gloria username; if not, you (or someone else) will need to log in to Windows as 'Admin' to find these files.
Even if this is not possible on your existing machine, since your Goalscape Desktop license is perpetual and allows you to install and activate the software on 2 machines concurrently, you will certainly be able to install and activate it on your new laptop (and any other computer).
The installation issue you are encountering here is not to do with the Goalscape Desktop software itself; rather it is due to the way that some Windows environments handle the Registry information for AIR applications. So we are working on a captive runtime version of Goalscape Desktop, which should eliminate the dependency on the local AIR environment. I confirm that your existing license will allow you to use this new version – watch out for announcements later this year.
In the meantime, another way to avoid local installation issues is to use the web application Goalscape Connect – that will allow you to sign in to your online projects on any computer anywhere in the world. Since your free subscription to Goalscape Connect has expired we have given you an additional free trial, so you can sign in here with your existing Goalscape username and password. You can upload your existing Desktop goalscapes (.gsp files) by clicking the 'up into the cloud' icon.
All the best
Richard
15 Posted by Gloria King on 05 Jan, 2015 01:44 PM
I am destined not to be able to do this! I have tried to log into
Goalscape Connect, but even though I know what my original email address
and password were it won't let me in!
I'm just going to give up I'm afraid.
Thanks for your help
Gloria
Support Staff 16 Posted by Richard Parslow on 05 Jan, 2015 01:59 PM
Hello Gloria
To clarify: your Goalscape username is [email blocked]. Yesterday you sent a password reset request, so if you changed your password you need to use the new password with that username.
If you did not manage to reset your password you can do so here. You will receive an email with a secure link for one-time access to your account on our customer database: click that link to access your account, then click Edit, enter and confirm your new password, then click Save to preserve your changes.
When you have the correct credentials you can use them for:
You can test your credentials right now by trying to log in to your account; if you are already logged in, reset your password as described above. Tip: write your password somewhere else (eg a blank spreadsheet or email), then C&P it (with no leading or trailing spaces) into the relevant fields.
All the best
Richard