Philip Avery's Avatar

Philip Avery

16 Jun, 2015 04:17 PM

I have had to reinstall my OS as my machine was getting too slow. I have reinstalled Goalscape but keep getting a message, “Goalscape Desktop could not be activated because of a temporary Internet timeout.' There is no problem with the connection. I suspect I will also have used up my ‘lives’ when I do get through!

I’m also getting the old problem with updating failing but will deal with that when I get this sorted.

  1. Support Staff 1 Posted by Richard Parslow on 16 Jun, 2015 04:49 PM

    Richard Parslow's Avatar

    Hello Philip

    Sorry you have been having trouble.

    We are aware of a new activation issue affecting a few customers and we are working on a fix. I have attached a special Preview version of Goalscape Desktop with some changes to the built-in activation process.

    Please download the attached installer file, save it to your Desktop and run it with a double-click. It will install in exactly the same way as the existing Public version and you should be able to activate it at the Welcome screen using your Goalscape credentials.

    If problems persist, please post again with details of any firewall or AV software you have running. You could also try activating Goalscape Desktop using a different connection or network, or (if it is a laptop) from a different location.

    All the best


  2. 2 Posted by Philip Avery on 16 Jun, 2015 09:15 PM

    Philip Avery's Avatar

    Hello again, Richard!

    It installed, refused my credentials but then accepted them after I had changed my password. The program opened but seems to be overlaid by a grey transparent 'film'. I can open files but not work on them. Any ideas?



  3. Support Staff 3 Posted by Richard Parslow on 16 Jun, 2015 09:35 PM

    Richard Parslow's Avatar

    Hello Philip

    Sorry you are still having trouble.

    We have not heard of this issue affecting anyone else and we are unable to reproduce the error here. Most installation issues are due to a problem with the local installation of Adobe AIR, so the first thing to try is to uninstall and reinstall Goalscape Desktop and AIR:

    1. Uninstall Goalscape Desktop

    2. Uninstall Adobe AIR

    3. Download and install the latest AIR from here

    4. Reinstall Goalscape Desktop from the installer file attached to my previous message.

    You should not need to re-activate that installation, but in case you do I confirm that you have spare permissions available.

    If problems persist, please post again with a screenshot of the 'greyed out' screen.

    All the best


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