Home → Issues →

Goalscape desktop sign in

• Edit

anton

08 Jul, 2019 02:21 PM

Hi guys

I'm Anton garrote I've bought Desktop version on May 12, 2018, but I did barely use it.
A few days ago I wanted to start a project but my password didn't work even trying to recover it following your web instructions. I did end up buying one month of online unlimited to do what I needed to do;
well now I would like to recover my desktop one, so can you help me to recover my desktop version (happily using online one but will really need the other one)?

Invoices attached in case it helps.

Cheers

• Goalscape_invoice_23866.pdf 45.9 KB
• invoice_17522.pdf 41.6 KB

1. Support Staff 1 Posted by Richard Parslow on 08 Jul, 2019 05:56 PM

   

   Hello Anton

   Sorry you have had trouble activating your Goalscape Desktop installation.

   I confirm that your licence is indeed still valid, so you should certainly be able to activate Goalscape Desktop by entering your username and password at the Welcome screen that appears when the application starts.

   Please note that nearly all download, installation and activation issues are due to a problem with the local Adobe AIR environment. So the first thing to try is the 'uninstall and reinstall Goalscape Desktop and Adobe AIR' fix: step-by-step instructions are on our Known Issues page.

   If problems persist, please post again with the following details:

   • Make and model of your computer

   • Operating System and version (eg 'Windows 10')

   • Installed version of Adobe AIR

   All the best

   Richard

   • Edit

2. 2 Posted by Anton on 11 Jul, 2019 04:04 AM

   

   HI Richard

   I did follow all your steps (so flash work) but I can't enter on goalscape desktop; I do in Goalscape online and I can work perfectly well on this one.
   When I do sign in I´m ONLy on online version but CAN´T activate goalscape desktop

   So, if my goalscape desktop licence is valid; can´t I open it because I'm using and paying Online license?
   If this is not the issue; how can I work with desktop and online at the same time?

   Im using
   MAcbook pro 13
   MacOS Mojave
   Last Adobe version

   • Edit

3. Support Staff 3 Posted by Richard Parslow on 11 Jul, 2019 07:00 AM

   

   Hi Anton

   Sorry you are still having trouble activating Goalscape Desktop – thanks for the additional details about your system.

   We cannot reproduce this error and we have not heard from anyone else experiencing the same problem.

   Goalscape Desktop and Goalscape Online are separate (yet compatible) products – the fact that you are using Online has no effect at all on your Desktop installation. Although in Online you can upload projects (.gsp files) that you created in Desktop, there is no automatic sync between the two products – your Desktop projects will not appear in Online unless you upload them one by one.

   Please ensure that you have completed the full 'uninstall and reinstall Desktop and AIR' process (following all the steps on our Known Issues page) – note that in order properly to uninstall AIR on a Mac you need to use the special 'Adobe AIR Uninstaller' app, which should be in Applications > Utilities.

   If problems persist, please could you provide some more details about what happens when you try to activate Goalscape Desktop by entering your username and password in the Welcome screen that appears when the application starts – screenshots of any error messages would be very useful. Please also confirm whether you can run Desktop in trial mode by clicking the 'Try' button on the Welcome screen.

   All the best

   Richard

   • Edit

4. 4 Posted by Anton Garrote on 02 Aug, 2019 01:24 AM

   

   Dear Richard

   Ive been on holidays for short period and so, dint follow your instructions. Now, back on track.
   I did try several times to get Goalscape desktop working on my Mac following all steps (adobe air installed;…..) but COULDNT.
   Im using Goascape online easily and I’m very happy with it; but I would like to get access to my desktop as well

   If you can guide me little bit more it will be great.

   > * Make and model of your computer
   MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)
   >
   > * Operating System and version (eg 'Windows 10’)
   Mac OS MOJAVE
   Version 10.14.5
   >
   > * Installed version of Adobe AIR
   Version 32.0

   Anton

   • Edit

5. Support Staff 5 Posted by Richard Parslow on 02 Aug, 2019 09:36 AM

   

   Hello Anton

   Sorry you are still having trouble.

   Please could you provide more details about the issue. Does the installation fail completely? Or can you install the software but not activate it? It would be very helpful if you would send a screenshot of any error message you are seeing (cmd+ shift+ 3) – and if there is a 'Details' button please click it and C&P the full text here.

   Please also confirm that you have completed the full 'uninstall and reinstall Desktop and AIR' process (following the steps on our Known Issues page). Note that in order properly to uninstall AIR on a Mac you need to use the special 'Adobe AIR Uninstaller' app, which should be in Applications > Utilities.

   All the best

   Richard

   • Edit

6. 6 Posted by Anton Garrote on 02 Aug, 2019 09:39 AM

   

   Hi Richard

   I did manage!!! Already installed and working!!!
   Did same procedure one more time and now goalscape desktop did appear!!!
   So, apologize for all time I did bother you.
   Now ready to start my projects!!!

   Anton Garrote
   +34600592412
   Skype garroteanton

   • Edit

7. Support Staff 7 Posted by Richard Parslow on 02 Aug, 2019 12:56 PM

   

   Hi Anton

   Splendid! Thanks very much for letting us know.

   Sorry that the download process did not go smoothly for you at first. You will be pleased to know that we are working on a captive runtime version of Desktop that will make remove its dependence on the local AIR environment.

   Enjoy the journey!

   Richard

   • Edit

8. Richard Parslow closed this discussion on 02 Aug, 2019 12:56 PM.