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Upgrade trouble

• Edit

Meg

24 Dec, 2015 08:59 PM

-Goalscape Desktop
-OSX 10.10.2

While trying to automatically upgrade, came across this message:

The application cannot be installed due to a certificate problem. The certificate does not match the installed application certificate, does not support application upgrades, or is invalid. Please contact the application author.

After uninstalling AIR and Desktop, I was able to reinstall AIR successfully, but was stopped with this message again while trying to reinstall Desktop.

1. Support Staff 1 Posted by Richard Parslow on 24 Dec, 2015 09:29 PM

   

   Hello Meg

   Sorry you have been having trouble.

   Goalscape Desktop is double-certificated, so all installations and updates should work fine. Problems installing the software are likely to be due to an issue with the local Adobe AIR environment, so the solution is:

   1. Uninstall Goalscape Desktop.

   2. 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).

   3. Install the latest AIR from here: https://get.adobe.com/air/

   4. Download the latest Goalscape Desktop from here and follow the steps to install the software.

   If you need to (re)activate your installation I confirm that you have spare permissions on your account.

   If problems persist please post again and we will give you the instructions to clear your Registry.

   Keep achieving great goals!

   Richard

   • Edit

2. 2 Posted by Meg on 04 Jan, 2016 01:58 AM

   

   Hi Richard,

   Unfortunately this did not work. Please send additional steps.

   -Megan

   • Edit

3. Support Staff 3 Posted by Richard Parslow on 04 Jan, 2016 08:19 AM

   

   Hi Meg

   OK to clear your Registry the steps are:

   1. Uninstall Goalscape Desktop by dragging its icon from Applications to Trash

   2. Uninstall Adobe AIR: NB you need to use the special 'Uninstall AIR' app that is usually in Applications > Utilities

   3. Clear the Registry. To do this you need to delete the Encrypted Local Data Storage (ELS) files that are on your hard drive. You need to delete all files and folders that have the form 'com.goalscape.app.GoalscapeDesktop.guid' (where 'guid' is a long character string). In OS X 10+ these are in one or more of the following locations (depending on when you originally installed the software):

      Users/[username]/Library/Application Support/com.goalscape.app.GoalscapeDesktop.[guid]/ELS

      OR

      Users/[username]/Library/Application Support/Adobe/AIR/ELS/com.goalscape.app.GoalscapeDesktop.[guid]

      NB If in Finder you cannot see a 'Library' folder under your user account, it means it is Hidden (this is the default setting in Mac OS X 10+). So you will need to Unhide it before you will be able to find the Registry (Goalscape Desktop ELS files). The steps to do this are:

      1. Click the Spotlight icon (magnifying glass top right)
      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 will be visible and available, so you will be able to find and delete the ELS files as described above.

   4. Install the latest Adobe AIR from here

   5. Download and run the GoalscapeDesktop.air installer file from here

   Please post again to let us know if this works for you.

   All the best

   Richard

   • Edit

4. 4 Posted by Meg on 05 Jan, 2016 12:44 AM

   

   Ok. I was able to complete the steps and restart. When prompted to update, it downloaded and got a little further than last time before I received the error again. Please advise.

   • Edit

5. Support Staff 5 Posted by Richard Parslow on 05 Jan, 2016 01:16 AM

   

   Hello Meg

   Sorry you are still having trouble.

   It appears that you may be trying to update from a really old version of Goalscape Desktop, in which case you will have missed a crucial intermediate update that resolved this issue.

   So the ELS files may be 'hiding' in some other area of your Library! The solution is to delete all the files and folders that have the form 'com.goalscape.app.GoalscapeDesktop.guid' (where 'guid' is a long character string), wherever you can find them. The most likely locations are:

   • Users/[username]/Library/Application Support/Adobe/AIR/ELS/
   • Users/[username]/Library/Application Support
   • Users/[username]/Library/Caches
   • Users/[username]/Library/Preferences

   When the application starts it will be a completely fresh trial, so you will need to accept the EULA and Activate it. You should still be able to find all your projects in the folder where you saved them (you can search for the suffix '.gsp').

   If you still have trouble please post again with details of the folders where you found (and deleted) the ELS files. If necessary we will send you a copy of the previous version of Goalscape Desktop (2.7.6) – if that installs OK, you can try updating it.

   Thanks for your patience and cooperation here.

   Richard

   • Edit

6. 6 Posted by Meg on 05 Jan, 2016 02:02 AM

   

   Here is where I found the files:
   Users/[username]/Library/Application Support/Adobe/AIR/ELS/
   I just deleted the whole folder.

   I was not able to find additional files or folders. :(

   The version I have is 2.7.2, if that helps. I have not used the program in quite some time, so it is definitely behind on the updates.

   Thanks for all your help!

   • Edit

7. Support Staff 7 Posted by Richard Parslow on 05 Jan, 2016 06:37 PM

   

   Hello Meg

   Thanks for your persistence!

   It's odd that you did not find any more files and folders with the com.goalscape.app.GoalscapeDesktop.guid format – there should definitely be some under Library > Preferences (see attached screenshot).

   Please could you repeat the process, except that at step 5 you will be installing a previous version of Goalscape Desktop:

   1. Uninstall Goalscape Desktop by dragging its icon from Applications to Trash

   2. Uninstall Adobe AIR: NB you need to use the special 'Uninstall AIR' app that is usually in Applications > Utilities

   3. Clear the Registry. To do this you need to delete the Encrypted Local Data Storage (ELS) files that are on your hard drive. You need to delete all files and folders that have the form 'com.goalscape.app.GoalscapeDesktop.guid' (where 'guid' is a long character string). In OS X 10+ these are in one or more of the following locations (depending on when you originally installed the software):

      Users/[username]/Library/Application Support/Adobe/AIR/ELS/

      Users/[username]/Library/Application Support

      Users/[username]/Library/Caches

      Users/[username]/Library/Preferences

   4. Install the latest Adobe AIR from here (note there is a new update available – to version 20.0.0.233).

   5. Download and run the GoalscapeDesktop.air installer file (version 2.7.6) from here: https://www.goalscape.com/media/gsd/archive/GoalscapeDesktop_v2.7.6....

   If the install works OK (without the certification or any other error) do NOT try to Activate it, instead click Try, make some changes to a project (or upload one of your old ones), Save it and Quit. If you are offered an Update (on-screen message with option to install version 2.8.2) please click 'Install Now' and 'Run. If you are not offered the update, please download the latest version from here: https://www.goalscape.com/desktop-install/.

   Please post again to let us know if this works for you.

   All the best

   Richard

   • Edit

8. 8 Posted by Meg on 05 Jan, 2016 11:46 PM

   

   Great success! Thanks again!

   • Edit

9. Support Staff 9 Posted by Richard Parslow on 06 Jan, 2016 09:12 AM

   

   Hi Meg

   Splendid! Thanks for letting us know. I am marking this 'resolved'.

   May you achieve great goals in 2016!

   Richard

   • Edit

10. Richard Parslow closed this discussion on 06 Jan, 2016 09:12 AM.