Proclaim stuck "updating licenses" won't open

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

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Brian Burkhart (Faithlife)

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?

Chris Funkhouser

https://community.logos.com/discussion/comment/1087384#Comment_1087384

I downloaded from the Proclaim website.

Brian Burkhart (Faithlife)

https://community.logos.com/discussion/comment/1087400#Comment_1087400

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!

Chris Funkhouser

https://community.logos.com/discussion/comment/1087416#Comment_1087416

It is back doing the same thing this morning

Chris Funkhouser

https://community.logos.com/discussion/comment/1087416#Comment_1087416

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?

Brandon Adent (Logos)

https://community.logos.com/discussion/comment/1088333#Comment_1088333

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.

Mitch Spence

https://community.logos.com/discussion/comment/1088564#Comment_1088564

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...

Brandon Adent (Logos)

https://community.logos.com/discussion/comment/1089112#Comment_1089112

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-

Mitch Spence

https://community.logos.com/discussion/comment/1089163#Comment_1089163

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

Brandon Adent (Logos)

https://community.logos.com/discussion/comment/1089277#Comment_1089277

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

Brandon Adent (Logos)

https://community.logos.com/discussion/comment/1089277#Comment_1089277

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.

Chris Funkhouser

https://community.logos.com/discussion/comment/1089625#Comment_1089625

Thanks for all the hard work and the update!

Mitch Spence

https://community.logos.com/discussion/comment/1089625#Comment_1089625

Thanks Brandon! Greatly appreciated.

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