Home → Issues →

Problem with client version

• Edit

phaerentz

01 Apr, 2021 11:31 AM

Hello,
I really like the Goalscape "mandala" and decided to give it a chance. I signed in, downloaded the Windows online version, created my first plan (the free one), liked it and decided to subscribe. However, the app will not open repeatedly, writing (in Czech):

"Problems with client version
This client is no longer compatible with the service interface on the server.
Please, refresh the browser window to getnthe latest client or try again later.
Please click Download to download and install the latest version for your system."

There is no way to refresh the window and the Download button only closes the app.

Can anyone please suggest what to do? I'd love to use Goalscape but cannot at the moment :-)

Thanks
Petr

1. Support Staff 1 Posted by Marcus Baur on 01 Apr, 2021 11:57 AM

   

   Hi Petr,

   please download and install the new version here: connect.goalscape.com

   or here:
   Win: https://goalscape.com/media/releases/windows/GoalscapeOnline-instal...
   Mac: https://goalscape.com/media/releases/macos/GoalscapeOnline-install.pkg

   Then it should work again.

   Excuse the inconvenience.

   All the best, Marcus

   • Edit

2. 2 Posted by phaerentz on 01 Apr, 2021 12:51 PM

   

   Hi Marcus,
   thanks for your instant reply, however - I have uninstalled, downloaded and reinstalled the app several times before starting this discussion.
   After your reply, I have tried the links provided, ran all possible updates on my computer, restarted, reinstalled the app... still the same problem (see attached pic).
   It worked yesterday and it worked this morning... strange.
   Any ideas?
   Many thanks
   Petr

   • Goalscape_problem.jpg 83.7 KB
   • Edit

3. Support Staff 3 Posted by Richard Parslow on 01 Apr, 2021 02:15 PM

   

   Hello Petr

   Sorry you are still having trouble – thanks for sending that screenshot.

   That 'Problem with client version' message indicates that you are still trying to start the old Goalscape Online app (which is indeed not compatible with the new server, which we updated this morning). This is probably due to a broken shortcut (still pointing to the old app).

   To ensure a completely 'clean' fresh installation of the latest Goalscape Online app please follow these steps:

   1. Uninstall the old Goalscape Online app using 'Add or Remove Programs' (or click its icon in the Start menu and select Uninstall

   2. If the Goalscape Online shortcut is still in your Taskbar, Remove it (once the new app is running, you can Pin its shortcut to the Taskbar)

   3. Check for any residual Goalscape Online directories (these may affect how the new app is accessed) – depending how you did your previous installation(s), these could be in more than one place, so please check both these locations:

      1. If you installed the app 'for Everyone', delete the 'Goalscape Software' folder in C:/Program Files

      2. If you installed the app 'Only for me', delete the 'Goalscape Software' folder in C:/users/[user_ID]/AppData/Local/Programs

         Note: if you cannot see the 'AppData' folder, that means it is Hidden – instructions to 'Show Hidden Files and Folders' are on our Resetting Registry page

   4. Clear your Registry: in Windows 10, delete the com.goalscape.app.GoalscapeOnline folder in C:/users/[user_ID]/AppData/Roaming/Programs

   5. Search your hard drive for any remaining 'Goalscape' files and folders and delete them (make sure you can see Hidden Files and Folders): different Windows environments may store the Registry information under a different userID – eg 'Default', 'All users' or 'Guest').

   6. Install the latest version of the app from here: https://connect.goalscape.com (please select the 'Install for Everybody' option).

   If problems persist, please post again to confirm that you completed all the steps described above and provide the version of Goalscape Online that you are running (Goalscape Online > About). Please also let us know how you connect to the internet (direct ethernet/wifi or via a LAN).

   Once again I am very sorry you have had trouble – your answers here will be very helpful.

   All the best

   Richard

   • Edit

4. 4 Posted by phaerentz on 01 Apr, 2021 06:07 PM

   

   Hello Richard,

   thanks for your prompt and detailed answer. Sadly, the problem persists. I have performed all the steps you advised me to perform (cleaning registries etc.) and donwloaded from the link you gave me.

   My version of Goalscape is: 2.10.1 (build 113), I connect to internet at home via wifi

   Guess I need more help :-)

   Thanks a lot

   Petr

   • Edit

5. Support Staff 5 Posted by Tomas Lehuta on 01 Apr, 2021 06:25 PM

   

   Hello Petr,

   apparently you’ve been downloading the old version 2.10.1 which is not working anymore with our upgraded Goalscape server. That’s why you experienced the compatibility alert on startup.

   In order to resolve this you need to download and install the latest version 2.11.2. So please try to clear your browser cache and download the Windows installer from here: https://goalscape.com/media/releases/windows/GoalscapeOnline-instal...
   You can also use this direct download link: https://goalscape.com/media/releases/windows/archive/GoalscapeOnlin...

   Then start the installer and follow onscreen instructions to update the old version. Please let us know if that helped..

   All the best,

   Tomas

   • Edit

6. 6 Posted by phaerentz on 02 Apr, 2021 09:41 AM

   

   Thank you all, gentlemen, now it works. Caches were the problem.
   All the best
   Petr

   • Edit

7. Support Staff 7 Posted by Richard Parslow on 02 Apr, 2021 12:56 PM

   

   Hi Petr

   Splendid – thanks very much for letting us know.

   May you achieve great goals – and stay safe!

   Richard

   • Edit

8. Richard Parslow closed this discussion on 02 Apr, 2021 12:56 PM.