Will not start

Hi,

My first thought would be to look at the log file.
it's located here "~/Library/Application Support/com.devolutions.remotedesktopmanager/RemoteDesktopManager.log"
You can post it o PM it to me.

One other thing you can try is renaming this folder : "~/Library/Application Support/com.devolutions.remotedesktopmanager" and launch the application. The application will start as if you never started it before.
Careful not to delete this folder it contains all of your configuration so if you want to be able to salvage anything you need to keep it.

Hope this can help

Thank you for your feedback

The log file is blank.

I tried renaming the com.devolutions.remotedesktopmanager folder to another name and starting the app, no luck. App never actually starts.

Just found this in the Console error log:

12/3/13 2:12:49.982 PM com.apple.launchd.peruser.501[241]: ([0x0-0x1559558].com.devolutions.remotedesktopmanager[42291]) Exited with code: 1

The app basically crashes on startup. I was working just fine until I upgraded to 0.9.21. I just upgrade to 0.9.28 and have the same issue.

Thoughts?

First, can you try right-clicking the app and choosing 'Open', rather than double-clicking the icon?

If that doesn't help, try and test this by using another user account.

Here is the Apple instructions for testing an issue with a new user account: http://support.apple.com/kb/TS4053.

Within the new user account, please download the application again from our website. Also, try the right-click -> "Open" method as well.

Thanks, Richard

Redownloaded and tried it on another account on the same computer, same result.

I tried launching with Open in both accounts, same result.

It's not really happy about something ;)

Hi,

OK, interesting. Can you try this:

1 - open Terminal.app
2 - change inside the application bundle to the path "Remote Desktop Manager.app/Contents/MacOS"

cd "/Applications/Remote Desktop Manager.app/Contents/MacOS"

3 - execute the app from this location

"./Remote Desktop Manager"

Please let me know if the instructions are not clear!

Thanks, Richard
edited by Richard Markiewicz on 12/3/2013

That worked!!!

It spit out the following:
LoadLibraryA: dlopen(kernel32.dll, 5): image not found
GetProcAddress: could not find procedure IsDebuggerPresent: invalid handle passed to dlsym()
GetProcAddress: could not find procedure CheckRemoteDebuggerPresent: invalid handle passed to dlsym()
LoadLibraryA: dlopen(user32.dll, 5): image not found
GetProcAddress: could not find procedure EnumWindows: invalid handle passed to dlsym()
LoadLibraryA: dlopen(kernel32.dll, 5): image not found
GetProcAddress: could not find procedure IsDebuggerPresent: invalid handle passed to dlsym()
GetProcAddress: could not find procedure CheckRemoteDebuggerPresent: invalid handle passed to dlsym()
LoadLibraryA: dlopen(user32.dll, 5): image not found
GetProcAddress: could not find procedure EnumWindows: invalid handle passed to dlsym()
LoadLibraryA: dlopen(kernel32.dll, 5): image not found
GetProcAddress: could not find procedure IsDebuggerPresent: invalid handle passed to dlsym()
GetProcAddress: could not find procedure CheckRemoteDebuggerPresent: invalid handle passed to dlsym()
LoadLibraryA: dlopen(user32.dll, 5): image not found
GetProcAddress: could not find procedure EnumWindows: invalid handle passed to dlsym()

While this worked, I still cannot launch RDM from the dock or from the App folder in Finder.

Ok great!

The output you saw on the terminal is normal and doesn't indicate an issue. It looks like there is something preventing the app bundle from executing.

I'd be interested to see the permissions on the bundle. You can get that by changing to your /Applications directory in Terminal, e.g.

cd /Applications

And then executing

ls -l | grep "Remote Desktop Manager.app"

You should get an output something like this:

drwxr-xr-x 3 richard staff 102 2 Dec 15:10 Remote Desktop Manager.app

Can you do that and post the result?

Thanks, Richard

Sure thing….

drwxr-xr-x@ 3 babul staff 102 Dec 2 15:10 Remote Desktop Manager.app

The '@' sign means that there are extended attributes set on the bundle, which is not correct.

Can you run the following:

ls -l@ | grep "Remote Desktop Manager.app" -A1 | tail -n 1

And let me know the output?

Thanks, Richard

Ah! Don't like seeing the word quarantine here.

com.apple.quarantine 61

The quarantine attribute is set by Gatekeeper on recent OS X versions. It tells the OS to prompt the user before running the app. It looks like it's not prompting you!

You should be able to remove it with this command:

xattr -rd com.apple.quarantine "Remote Desktop Manager.app"

Give that a try and let me know if you can launch the application.

What settings do you have in System Preferences > Security and Privacy > General > "Allow apps downloaded from"? Have you changed those settings recently?

If you remove the attribute, I'll also be interested to see if it returns when you auto update next.

Thanks, Richard

I removed that attribute, but it still will not start.

I have not made any changes in the preferences in quite a while.

Currently the "Allow apps…." is set to "Mac App Store and identified developers"

Once you removed the attribute, were you able to validate it was removed successfully by re-running the previous commands?

e.g. ls -l | grep "Remote Desktop Manager.app" should show something like this 'drwxr-xr-x', instead of 'drwxr-xr-x@'.

Please let me know

Thanks, Richard

It's cleared…

drwxr-xr-x 3 babul staff 102 Dec 2 15:10 Remote Desktop Manager.app

Do you see this problem with any other apps on your computer?

If you run `ls -l` on the /Applications directory, do you see any other apps with the @ symbol in their access lists?

What happens if you try and launch another app with the @ symbol?

Thanks, Richard

One other thing - please try to move this file:

~/Library/Preferences/com.devolutions.remotedesktopmanager.plist

To a different location, and try launching the app.

Thanks, Richard

Hi

I've released an update that should resolve this.

Since you can't launch the app to auto-update, please download the latest version (0.9.35.0) using your original beta link.

Thank you for your patience while we worked on this.

Richard

Sorry I hadn't been able to circle back to do more troubleshooting beyond what you provided.

Success - the app DOES launch without fuss, but then crashes.

I can email the entire crash report if you let me know where you want it sent, but here is an excerpt:

Process: Remote Desktop Manager [85305]
Path: /Applications/Remote Desktop Manager.app/Contents/MacOS/Remote Desktop Manager
Identifier: com.devolutions.remotedesktopmanager
Version: 0.9.35.0 (0.9.35.0)
Code Type: X86 (Native)
Parent Process: launchd [241]
User ID: 501

Date/Time: 2013-12-12 13:53:33.519 -0600
OS Version: Mac OS X 10.8.5 (12F45)
Report Version: 10

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_CRASH (SIGILL)
Exception Codes: 0x0000000000000000, 0x0000000000000000

Application Specific Information:
Validating menu item 'Start Dictation…' with action @selector(startDictation:)

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 libsystem_kernel.dylib 0x900197ce mach_msg_trap + 10
1 libsystem_kernel.dylib 0x90018cac mach_msg + 68
2 com.apple.CoreGraphics 0x9858a39f _CGSGetSymbolicHotKeyRepresentation + 122
3 com.apple.CoreGraphics 0x9858a323 CGSGetSymbolicHotKeyRepresentation + 151

Hi,

Is there something specific you do to trigger the crash, or it just happens? Does it happen every time?

Thanks, Richard

Everytime. The app starts, I see the window. Its sits there for a few seconds, then crashes.

I'm not doing anything… just waiting for the app.

Hi

Can you email the full crash report to me (rmarkiewicz at devolutions dot net), or send it to me in a PM (click my user name, then "Send a private message")?

Thanks, Richard

Sent it to your email