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Grey Screen

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Dan Joslyn

18 Jan, 2021 06:06 PM

Grey Screen

I read Richard;s response to having a grey screen when opening online. the grey screen went away when I restarted my computer but now contiunes even with the restart. When I am in grey screen I cannot sign in...

Dan

1. Support Staff 1 Posted by Richard Parslow on 18 Jan, 2021 06:23 PM

   

   Hello Dan

   Sorry you have had trouble.

   Earlier today we had some server issues: we have though fixed them and upgraded the server – in fact in our tests Goalscape Online is performing faster than ever.

   So if simply restarting the Goalscape Online app does not work for you, please Uninstall it, then Reinstall it using this link: Download Goalscape Online for macOS (the installer for the latest version will always be on our Download page).

   If you have a Firewall running, there is also the possibility that it is inhibiting the way the app connects to the internet. So if the uninstall/reinstall does not work for you, please check your Firewall settings to ensure that Goalscape Online has unfettered access (or just turn your Firewall off and start Goalscape Online: if it works, then you can look for the Firewall setting that was stopping it).

   If problems persist, if possible please turn on Debug Mode in the Application menu (see screenshot) and send us the log files after a failed session (before you restart the app). On a Mac, they are in the following location:

   [user_home]/Library/Application Support/com.goalscape.app.GoalscapeOnline/Local Store/logging

   If you do not see the Library folder in your account, it is because it is Hidden (this is the default setting in macOS 10+). So you will need to Unhide your Library before you will be able to find the logging folder. 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

   4. Press Enter.

   When you find the logging folder, right-click it and select 'Compress', then send the .zip file to us (or post it with a Reply on your Private discussion).

   Once again I am sorry for the interruption to your service; if the above fixes do not work for you, your responses here will be very helpful in our investigations.

   All the best

   Richard

   • Edit

2. Support Staff 2 Posted by Richard Parslow on 19 Jan, 2021 02:00 PM

   

   Hello Dan

   Quick follow-up: did you manage to sign in and access Goalscape Online using the Mac app?

   If you are still having any trouble, please post again: your report will be very helpful in our investigations.

   Cheers!

   Richard

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