Proclaim stuck "updating licenses" won't open

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This post has 13 Replies | 2 Followers

Posts 54
Chris Funkhouser | Forum Activity | Posted: Sat, Feb 8 2020 5:07 AM

Yesterday when I tried to open Proclaim to get ready for the weekend, it would never open on my Imac. It was working fine last week when I used. It gets stuck on updating licenses and never moves beyond. I tried updating my Imac. I tried deleting and reinstalling proclaim to no avail. Any great ideas? Here is my log.7851.Archive.zip

Posts 16
LogosEmployee
Brian Burkhart (Faithlife) | Forum Activity | Replied: Sat, Feb 8 2020 10:06 AM

Hello, Chris -- I'm sorry for the frustration...   What happens if you download the new version from ProclaimOnline.com instead of starting the update from within Proclaim?

Posts 54
Chris Funkhouser | Forum Activity | Replied: Sat, Feb 8 2020 2:41 PM

I downloaded from the Proclaim website.

Posts 16
LogosEmployee

Hi, Chris -- I'm glad it finally worked for you.  Ironic how it started to do so just when I was about to call.
Do not hesitate to let us know should you have any other questions or concerns!

Posts 54
Chris Funkhouser | Forum Activity | Replied: Sun, Feb 16 2020 2:52 AM

It is back doing the same thing this morning

Posts 54
Chris Funkhouser | Forum Activity | Replied: Sun, Feb 16 2020 2:58 AM

I deleted the application on my imac, emptied trash, downloaded fresh install from Proclaimonline, opened and it is currently stuck on "updating licenses" again. What is going on?

Posts 88
LogosEmployee
Brandon Adent | Forum Activity | Replied: Tue, Feb 18 2020 10:32 AM

Hi Chris,

I'm sorry, this is a frustrating one. It's come up a couple of times over the last few weeks and we're still trying to track down the cause. For now, the workaround is to launch Proclaim without internet, then connect once Proclaim is open.

Out of curiosity, are you an admin of your computer? If you take a screenshot of System Preferences > Users and Groups and email it to proclaimdev@faithlife.com it might help us narrow it down.

Posts 3
Mitch Spence | Forum Activity | Replied: Mon, Feb 24 2020 2:37 AM

I've also had the same issues across all my devices, frustratingly it decided to happen on Sunday morning and so had to re-build the entire presentation in Keynote right before the service...

Posts 88
LogosEmployee
Brandon Adent | Forum Activity | Replied: Mon, Feb 24 2020 9:39 AM

I'm very sorry for the frustrating experience. We're getting closer, but still trying to get to the bottom of what's going on.

Starting up Proclaim without internet, then reconnecting seems to be fixing it for people in the short term. Could you please send us your log files from the presenting computer?  Just go to Help > Submit Log Files, or if you're still locked out, here's an article on where to find the logs:

https://support.faithlife.com/hc/en-us/articles/360007374091-How-do-I-submit-log-files-if-I-can-t-open-Proclaim-

Posts 3
Mitch Spence | Forum Activity | Replied: Tue, Feb 25 2020 6:57 AM

Ok thanks, I've submitted the log files as requested. 

Posts 88
LogosEmployee
Brandon Adent | Forum Activity | Replied: Tue, Feb 25 2020 9:57 AM

Thank you so much. I can see them, we'll have a look and see what they tell us.

Posts 88
LogosEmployee
Brandon Adent | Forum Activity | Replied: Thu, Feb 27 2020 9:18 AM

Mitch and Chris, the latest update (2.12.0.0021) should allow you to open the app. It may still sit on that "Updating licenses" step, but if you wait ten seconds it should let you in. You may want to download the latest version from the website to make sure you have the latest version.

Sorry again for the disruption. Please let us know if you continue to have issues.

Posts 54
Chris Funkhouser | Forum Activity | Replied: Thu, Feb 27 2020 9:34 AM

Thanks for all the hard work and the update!

Posts 3
Mitch Spence | Forum Activity | Replied: Fri, Feb 28 2020 5:55 AM

Thanks Brandon! Greatly appreciated. 

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