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Goalscape Desktop

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praveensss

22 May, 2018 10:45 AM

Hi

I have a licensed Goalscape Desktop.
It was working nicely for the last few years.
Now, I am unable to open the files, I get a message Revocation information for the security certificate for this site is not available. Do you want to proceed?

When I manage to open the files I am unable to save them. I have the latest Adobe Flash Player.
Please advice

Regards,
Praveen

• Error_Message.docx 19 KB

1. Support Staff 1 Posted by Richard Parslow on 22 May, 2018 11:17 AM

   

   Hello Praveen

   Sorry you have been having trouble – thanks for reporting this error here: I have already escalated it to the development team.

   Nearly all issues with Goalscape Desktop are due to a problem with the local Adobe AIR environment. So please first try the 'uninstall and reinstall Goalscape Desktop and AIR' fix: full step-by-step instructions for doing this are on our Known Issues page.

   Thanks very much for the screenshot of that error message. We have not encountered this before, so if you see it again (after doing the above fix) please click the 'View Certificate' button and C&P the text (or post a screenshot) here.

   If you still cannot Save your files please include screenshots to illustrate what happens when you try to use File > Save (or Ctrl+ S) or File > Save As.

   Be assured we will do all we can to fix this for you as quickly as possible.

   All the best

   Richard

   • Windows_Revocation_information_error_message.png 25.7 KB
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2. 2 Posted by praveensss on 22 May, 2018 03:57 PM

   

   Hi
   Uninstalled and reinstalled Goalscape. No luck.
   The save buttons are greyed out.
   On trying to open a file I get the screen with a timer.

   Regards
   Praveen

   • Opening_screen.docx 25.8 KB
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3. Support Staff 3 Posted by Richard Parslow on 22 May, 2018 04:07 PM

   

   Hello Praveen

   Thanks very much for the update. Please could you confirm whether you also uninstalled and reinstalled Adobe AIR as well as Goalscape Desktop (the AIR uninstall/reinstall is the really important part of that fix).

   Please could you also confirm the make and model of your computer.

   All the best

   Richard

   • Windows_GSD_Open_error.png 18.6 KB
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4. 4 Posted by praveensss on 22 May, 2018 04:52 PM

   

   HI
   Uninstalled both. Installed AIR, then Goalscape. No change :(

   Regards
   Praveen

   • Certificate.cer 1.83 KB
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5. Support Staff 5 Posted by Richard Parslow on 22 May, 2018 05:53 PM

   

   Hi Praveen

   Thanks for the confirmation. Can you let us know the make and model of your computer?

   We are still working on a fix for this error and we will post here with any news.

   Best

   Richard

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6. Support Staff 6 Posted by Richard Parslow on 25 May, 2018 02:56 PM

   

   Hello Praveen

   We have identified a potential cause for the Save issue you reported here. It seems that there may be something odd about the Windows 10 'directory access permissions'. If that is the case for you, you may find that the only directories that are affected are:

   • Documents
   • Music
   • Pictures

   Please could you try to Save a Goalscape project into a different area of your hard drive (as a test you can even create a new directory just for your Goalscape projects).

   All the best

   Richard

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7. Support Staff 7 Posted by Tomas Lehuta on 26 Jun, 2018 02:36 PM

   

   Hi Praveen,

   on top of what Richard suggested above to try resolving your problem..
   I'd like to focus more on the Security Alert which occurs when you run Goalscape Desktop.

   You originally wrote this:

   Now, I am unable to open the files, I get a message Revocation information for the security certificate for this site is not available. Do you want to proceed?

   So my question is:
   Is it something that was not showing before and now it occurs every time you try to run Goalscape Desktop app? How do you proceed with that dialog?

   The reason I'm asking is that this might be the source of the problem when Goalscape Desktop tries to validate your license on our server at some point which now probably triggers that Security Alert in your OS for some reason. And since that fails it can possible turn GSD app into read-only mode which disables Save of any project.

   But we could be more sure about this if we could have a look at the logs that Goalscape Desktop can store on your machine in Debug Mode. So could you please turn on the Debug Mode via the main Goalscape menu and then try to restart the app? Doing this will instruct the app to log some detailed information about the startup and validation process and help us investigate what's going wrong.

   Then all that we need from you is to send us the log files when the app fails to start again. You can find all logs in the following directory on your machine:
   C:/Users/[user_ID]/AppData/Roaming/com.goalscape.app.GoalscapeDesktop.[guid]/Local Store/logging/

   If you need any help to get into those directory please read the first part of instructions here: https://goalscape.tenderapp.com/kb/known-issues/resetting-registry-...
   Then please package all the .txt log files in the logging directory and send them to us for further investigation.
   Thank you!

   All the best,

   Tomas

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