Here is how to resolve issues with Easy Install on Accordance Desktop:
1) Customer service or Tech Support can refresh your Accordance account from our end if need be.
2) You can click the gear icon, then Refresh from Easy Install in your app.
3) You can logout of you account in Easy Install and then log back in. Some times you may not be logged into your account even though it looks like you are, so it is good to try this as a troubleshooting step. Sometimes a password may need to be reset as well.
4) If needed, Accordance Safe Mode and 'Remove their Startup session' and 'Clear their cached downloads’ generally works (as it did for you).
Accordance Safe Mode will allow you to easily remove or disable User Content, Settings, Connectivity and do Clean up for troubleshooting purposes.
If you are on a Mac, press your ‘option’ key as you open Accordance in order to open Accordance Safe Mode.
If you are on a Windows PC, press and hold your ‘alt’ key ‘immediately after’ you click on the Accordance icon in order to open Accordance Safe Mode.
Please select ‘Remove startup session’, ‘Clear cached downloads’ and then ‘Launch Accordance’.
Then go back to Easy Install and click the settings gear and ‘Refresh List’.
If none of these steps work, please email Tech Support a debugging file from Accordance Safe mode.
To begin with please quit Accordance and then open Accordance Safe Mode.
If you are on a Mac, press your ‘option’ key as you open Accordance in order to open Accordance Safe Mode.
If you are on a Windows PC, press and hold your ‘alt’ key ‘immediately after’ you click on the Accordance icon in order to open Accordance Safe Mode.
Please select ‘Log Session Debug Information’ and then Launch Accordance.
This will make continuous logs of everything. Please do not keep this on for extended periods of time as it will eventually fill up the logs and either crash or stop the logging process (making it unusable). It will be best to go straight to the issue and try to reproduce it.
There may be times when you need to stop and quit Accordance and then go back to Safe Mode and turn on the Debugging mode again.
The file would be created in the Home User > Documents > Accordance Logs (usually right next to the Accordance Files folder).
It will have a time stamp so make sure that you are attaching the correct file when sending it to Tech Support.
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