Accordance 11.2.2 Start-up Issue

[dhilario]

I installed the 11.2.2 version in my MacBook Pro laptop. It went well but the moment I clicked the icon, the Accordance logo popped-up and hanged and will not proceed. I uninstalled and re-installed the program but still the same issue. I am new to Accordance. Need some help. Thanks.

[Helen Brown]

Please try opening in Safe mode by pressing option as you launch Accordance. There are several options there to try, from the top down.

[Duluk]

I'm having the same issue. Except there is no log at startup. I see the icon bounce on the dock at the bottom of my screen, then it disappears immediately. I am not new to Accordance, have been using it since v10 came out.

 

Safe mode doesn't really work either. I can get the menu, but it still crashes. I've tried checking all the items under 'Clean up.' I tried checking 'Remove startup session.' Both will allow Accordance to start, with nothing loaded (no sessions, no windows, etc) but if I try to click the 'File' menu at the top, it says "The file Timeline appears to have an unsupported file type." Then it crashes.

 

I'm on an iMac, OS X 10.11.5.

 

What I don't want to do is clear all of my settings. I think your desktop program is bugged. I'm having this problem. The original poster is having this problem. I was in a seminary class Wednesday, and the professor was having to teach from his phone because Accordance "kept crashing" on his MacBook.

 

Ideas?

 

Thanks!

[Duluk]

I'm having the same issue. Except there is no log at startup. I see the icon bounce on the dock at the bottom of my screen, then it disappears immediately. I am not new to Accordance, have been using it since v10 came out.

 

Safe mode doesn't really work either. I can get the menu, but it still crashes. I've tried checking all the items under 'Clean up.' I tried checking 'Remove startup session.' Both will allow Accordance to start, with nothing loaded (no sessions, no windows, etc) but if I try to click the 'File' menu at the top, it says "The file Timeline appears to have an unsupported file type." Then it crashes.

 

I'm on an iMac, OS X 10.11.5.

 

What I don't want to do is clear all of my settings. I think your desktop program is bugged. I'm having this problem. The original poster is having this problem. I was in a seminary class Wednesday, and the professor was having to teach from his phone because Accordance "kept crashing" on his MacBook.

 

Ideas?

 

Thanks!

 

It's exiting with code 217, FWIW.

[Helen Brown]

That Timeline message is a clue that you have an issue with your Accordance folders. You can try these instructions on your own, or PM or email us to set up a screenshare session: You can  download 'TeamViewer’ from https://www.teamviewer.com/en/index.aspx(it's free and fast) and send us your Teamviewer user ID and password and we will be able to access your computer with a screen share to help correct this issue for you.

 

We recommend making sure that your folder named Accordance that contains your modules and other files is in the correct location. Apple has changed the location it prefers these files to be installed.

This Accordance folder is in /Application Support/ (in either your Home (user) or your Mac HD Library). Please open both locations in separate Finder windows.

the old location:
Go/Computer/Macintosh HD/Library/Application Support/Accordance

and the new location
Go/Home/Library/Application Support/Accordance (in Mac OS X 10.7 and up, you have to press your option key to see the hidden Library underneath Home in the Go drop down menu)    
 
Check the contents of both folders. If the old location contains your modules (in the Modules/Texts and Modules/Tools folders) and the new location has nothing, or an empty folder, or a partial installation, then delete the folder in the Home location, and then drag (copy) the folder from the HD to the Home/Application Support folder.

Then, in any case, delete the Macintosh HD/Library/Application Support/Accordance folder.
 

[Duluk]

Thanks for the response! I have no Accordance folder in 'Application Support' under Library under the root filesystem. (what you call "Go/Computer/Macintosh HD" - I'm a Linux SysAd, I operate at the command line ); it exists only under my home directory, and both ~/Library/Application Support/Accordance/Modules/* (Texts and Tools) are populated with files and folders.

 

And while I'm sure it's totally safe and secure, and I apologize, but I will not be sharing my screen.

 

Thanks again for the help! Any other ideas? Feel free to be as technical as you want with me... I'll try to go through the system logs tomorrow while starting it. I did go through /var/log/system.log - that's where I found the 217 exit code. May not mean much though if the developers overloaded their exit codes.

 

My next test will be copying everything under Modules somewhere else, removing them and starting it then.

[Duluk]

I still can't get the Mac Accordance desktop app to run. I have removed the entire ~/Library/Application Support/Accordance directory. And I removed the Accordance app. Reinstalled fresh. Still crashes on startup. Maybe there are still some stray files somewhere, but that seems like as fresh an install as I'm going to get. Still crashes immediately upon startup. Clicked every option when opening in Safe Mode - still crashes. It still says there is a problem with the Timeline file.

 

The crash log is always the same - don't know what the access violation would be:

 

Accordance Crash Log

Program Version: 11.2.2

OS Version: 10.11.5

 

Message: Access violation

Call trace:

  $000750D2

  $000722C3

  $000726A5

  $000738A4

  $0054E52E

  $0054D75A

  $00549D21

  $005EA515

  $00060BFB

  $005EA515

  $0006DED4

  $00070E3A

  $9D85628E

  $9A0ABFF6

  $9A0ABAA2

  $9A0AB52D

  $9A0A2421

Edited July 17, 2016 by Duluk

[Joel Brown]

Duluk, based on your crash report, it seems as though something may be off in your Accordance Files folder.  Is it located in ~/Documents/?  If so, could you perhaps try renaming this folder and seeing how it will work?

 

The forums are a good place for quick technical support, but for serious issues, we highly recommend you contact our support line at (407) 339-0266.  They should be able to help you get up and running, even if you are unwilling to share screens.

[Duluk]

I know what the problem is. Didn't know you had a required folder in ~/Documents. On my box that is actually symlinked to an external RAID that is currently offline. I'll point it to a local directory and am betting that solves it.

 

Thanks for taking the time to answer the question here! Love Accordance. (at least the desktop version )

 

(btw, yes - that worked. It's interesting though, after starting up it asked me where to put my Accordance Files folder, and it defaulted to where it currently is - in my Dropbox folder, which has been accessible the whole time; it's a local folder. I looked in ~/Documents and Accordance didn't create anything there. Will Accordance refuse to start if ~/Documents doesn't exist at all [effectively], even if the 'Accordance Files' folder is located elsewhere?)

[Joel Brown]

Accordance only needs access to an Accordance Files folder, regardless of where you put it.  It simply defaults to ~/Documents.