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Simon Jones

31 Mar, 2016 08:32 AM

I signed for 14 day trial and then bought desktop.

I've used it well with 6 important projects for about a month or so

I now cant open Goalscape. It just comes up with a blank goalscape screen. I tried to used "Activate" but all that now happens is it wants me to purchase and i cant get the window off.

Please help asap as my projects are important

Thanks

1. Support Staff 1 Posted by Richard Parslow on 31 Mar, 2016 09:21 AM

   

   Hello Simon

   Sorry you have been having trouble.

   Once you have activated Goalscape Desktop on any machine, that activation should be permanent, so you should not see the Welcome screen (with options to Try, Activate or Buy) any more. (If you activate Goalscape Desktop on a different machine that will 'deactivate' the original installation, so the next time you start the application on the original machine you will again see the Welcome screen: you should though be able to reactivate it on that machine – as long as it is not still running on the second machine.)

   Nearly all problems with starting and running Goalscape Desktop are due to an issue with the local Adobe AIR environment, so the first thing to try is the 'uninstall and reinstall Goalscape Desktop and Adobe AIR' fix described on our Known Issues page. This will not affect your existing projects and settings.

   If problems persist after you try that fix please post again with screenshots of what you see when you start Goalscape Desktop (including the Welcome screen if you see it) and of any error messages you see.

   Note too that your Goalscape Desktop licence included a free 6-month Unlimited subscription for the web application Goalscape Online, so you can sign in here and upload any of your Desktop goalscapes (.gsp files) to continue to work on them while we resolve your problem with Goalscape Desktop.

   All the best

   Richard

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