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Can't update

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Gary Monti

29 Feb, 2016 09:35 PM

When I try updating Goalscape from from 2.6.4 to 2.8.2 I keep getting this error message (see attached). I downloaded the upgrade of Adobe Air and installed it. Not sure what is happening. Help!

• Screen_Shot_2016-02-29_at_4.30.30_PM.png 36.6 KB

1. Support Staff 1 Posted by Richard Parslow on 29 Feb, 2016 10:47 PM

   

   Hello Gary

   Sorry you have been having trouble.

   The problem you have encountered is due to the fact the version of Goalscape Desktop that you are updating is really old (March 2012); and Adobe has changed its AIR certification protocols several times since then. Each time they did that, we issued an update for Goalscape Desktop to accommodate the change; unfortunately you missed these intermediate updates, so the Registry information from your previous version is interfering with the new installation.

   So you will need to uninstall and reinstall both Goalscape Desktop and Adobe AIR, clean your Registry, then install the last version of Goalscape Desktop from before the latest AIR update, then upgrade to the latest version.

   Here are the steps to do this:

   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

      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 your Library before you will be able to find the Registry (ELS files). The steps to do this are:

      1. Click the Spotlight icon (magnifying glass top right of your screen)
      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 from their (possibly multiple) locations as described above.

   4. Once you have deleted ALL files and folders that have the form 'com.goalscape.app.GoalscapeDesktop.guid', install the latest Adobe AIR from here.

   5. Download and run the GoalscapeDesktop.air installer file for 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 Open 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. If not, please include screenshots of any error messages – and if there is a Details field please C&P the full text here.

   All the best!

   Richard

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