Troubleshooting launch issues with BlueSky Statistics v10.x
Note: This tech-note contains two sections one for Windows users and another for Mac users.
If you get following error
Check this post:
For Windows Users:
Before trying steps below, make sure you have closed all the instances of BlueSky Statistics from the Windows ‘Task Manager’.
Step 1: Removing instances of BlueSky Statistics from the Task Manager on Windows:
a) Open Task Manager by pressing <CTRL> <SHIFT> <ESCAPE> keys combination. You can also use <CTRL> <ALT> <DELETE> key combination, that shows you a list of items, select ‘Task Manager’ from the list.
b) Locate all BlueSky Statistics instances (by scrolling up and down on the Task Manager window). Right click on each of the BlueSky Statistics instances and click End Task. It may take a few seconds for the BlueSky Statistics instances to disappear from the Task Manager. Before closing the Task Manager window, carefully scroll up and down to check to make sure there are no more BlueSky Statistics instances shown on the Task Manager.
c) In case, if you cannot remove the BlueSky Statistics instances from the task manager after clicking End Task a few times and waiting for a while, you may have to restart the computer.
Step 2: Locate APPDATA and delete “BlueSky Statistics” folder:
a) Open Windows ‘File Explorer’.
b) Type %appdata% in the address bar of the File Explorer and hit Enter key.
c) This will take you to the Windows %appdata% folder.
d) Delete ‘BlueSky Statistics’ folder in %appdata%.
e) Launch BlueSky Statistics application.
f) If the application does not launch and you have McAfee anti-virus installed. Follow the steps given in another tech-note ( https://www.blueskystatistics.com/forum/app-install-and-launch-issues/launch-issue-solved-by-a-very-helpful-employee ) to add BlueSky Statistics to ‘Excluded Files’ list in McAfee.
g) If the BlueSky Statistics application still does not launch after performing the steps above, you need to send the logs to support@blueskystatistics.com. Follow Step 3 and Step 4 below to locate the logs.
Step 3: Get logs from TEMP folder:
a) Open Windows ‘File Explorer’.
b) Type %temp% in the address bar of the File Explorer and hit Enter key.
c) This will take you to the Windows temp folder.
d) If you are using BlueSky Statistics version lower than v10.3.2, then send the pyOptions.txt to support@blueskystatistics.com
e) If you are using BlueSky Statistics v10.3.2 or higher, then select all the pylog.txt (if you have more than one) and pyOptions.txt. Send all these files to support@blueskystatistics.com
Step 4: Get launch log from APPDATA folder, only if you are using BlueSky Statistics v10.3.2 or higher:
a) Open Windows ‘File Explorer’.
b) Type %appdata% in the address bar of the File Explorer and hit Enter key.
c) This will take you to the Windows %appdata% folder.
d) Open ‘BlueSky Statistics’ folder and locate ‘launchlog.json’ file and send to support@blueskystatistics.com
For Mac Users:
Before trying steps below, make sure you have closed all the instances of BlueSky Statistics from the ‘Activity Monitor (on Mac)’.
Step 1: Removing instances of BlueSky Statistics from the Activity Monitor on Mac:
a) Open ‘Activity Monitor’ by pressing <CMD> <OPTION> <ESCAPE> key combination.
b) Find and click on BlueSkyStatistics application from the list and click ‘Force Quit’.
Step 2: Locate APPDATA and delete “BlueSky Statistics” folder:
a) Open up the Finder application on your Mac and click ‘Go > Go to Folder’ as below
b) Enter the path ~/Library/Application Support/BlueSky Statistics/ as below
c) You will see the screen below
d) Right click on the BlueSky Statistics folder and select Move to trash
e) Relaunch the BlueSky Statistics application.
f) If the BlueSky Statistics application still does not launch after performing the steps above, you need to send the logs to support@blueskystatistics.com. Follow Step 3 and Step 4 below to locate the logs.
Step 3: Get logs from TEMP folder:
a) Go to utilities
b) Locate and open the terminal app
c) On the terminal, type following and press enter. echo $TMPDIR
d) The terminal will show the path to temp directory.
e) Copy this temp directory path and open Finder. Open Finder’s top menu ‘Go > Go to folder’ and paste the temp directory path in the search (see below) and hit enter.
f) If you are using BlueSky Statistics version lower than v10.3.2, then send the pyOptions.txt to support@blueskystatistics.com g) If you are using BlueSky Statistics v10.3.2 or higher, then select all the pylog.txt (if you have more than one) and pyOptions.txt. Send all these files to support@blueskystatistics.com
Step 4: Get launch log from APPDATA folder, only if you are using BlueSky Statistics v10.3.2 or higher:
a) Open up the Finder application on your Mac and click ‘Go > Go to Folder’ as below
b) Enter the path ~/Library/Application Support/BlueSky Statistics/ as below
c) You will see the screen below
d) Open BlueSky Statistics folder. Find launchlog.json file and send to support@blueskystatistics.com