Software won't open on computer.
Never had this problem before in two years. Uninstalled and reinstalled, but still can't open.
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Support Staff 1 Posted by Richard Parslow on 08 Jul, 2020 04:54 PM
Sorry you have had trouble.
Nearly all issues with downloading and installing Goalscape Desktop are due to a problem in the local Adobe AIR environment. So the first thing to try is to uninstall and reinstall both Goalscape Desktop and Adobe AIR. Step-by-step instructions for doing this are on our Known Issues page.
If problems persist, please post again with a description of what happened for you when you tried to download Goalscape Desktop (ie after you uninstalled both Desktop and AIR), along with the following details:
Make and model of your computer
Operating System and version (eg 'Windows 10')
Installed version of Adobe AIR
Screenshots of any error messages – and if there is a 'Details' button please click it and C&P the full text here.
All the best – and stay safe
PS If you Reply to the email notification, please enter all your text at the top of the Reply field ('above the line').
2 Posted by cnaps1966 on 17 Jul, 2020 04:35 PM
Goalscape won't open unless I "update" Adobe Air each time. I have tried uninstalling and installing. Also, when I go to your site and try to login, I get a black screen with a prompt that says get Adobe Flash Player. If I click that box, your site opens.
Support Staff 3 Posted by Richard Parslow on 17 Jul, 2020 05:50 PM
Sorry you have had trouble.
Goalscape Desktop AIR issue
Once you have installed the latest versions of Adobe AIR and Goalscape Desktop you certainly should not need to 'update' AIR every time you use Goalscape Desktop: once installed, AIR remains installed and available. Please could you confirm what you mean by 'update' – do you have to start at the Adobe AIR Download page or do you get a system prompt to update (with a link or button)? A screenshot of what you see would be very useful.
Please note that the standard fix for AIR issues is to uninstall and reinstall both Adobe AIR and Goalscape Desktop, not just one or the other (instructions on our Known Issues page).
If you have done already that and you are still having to 'update AIR, there is clearly a problem with the install. The most likely cause is that you (or your system) changed the installation directory(ies) for AIR and/or Desktop. This may be complicated by the fact that some Windows 10 environments have separate 'Program Files' and 'Program Files (x86)' directories.
When you download the installer files (for both AIR and Desktop) please save them to your Downloads directory or to your Desktop (in fact you should be saving the installer files for any applications to one of those places as standard practice).
Please note that both Adobe AIR and Goalscape Desktop should automatically install in the correct directory: under Windows 10 this is C:\Program Files or, if present, the C:\Program Files (x86) area. The AIR application should install in C:\Program Files (x86)\Common Files and the Goalscape Desktop application should install in C:\Program Files (x86)\Goalscape. For the correct locations see the attached screenshots. Please do not try to change the default target directories when you do the installations of AIR or Desktop.
If problems persist, please post again with the following details:
Goalscape Online and Flash
Yes: that is correct behaviour. Chrome uses its own Flash plugin, so it should always be up to date; you do though still need to click the Flash button, then Allow it.
All the best