TROUBLESHOOTING AXURE RP
INSTALLATION AND LAUNCH - MAC OS X
Installing Axure RP on your Mac is almost always a smooth process, and problems are rare. The installation procedure is just like for any other OS X application: download the installer package, double-click to run it, and drag the icon into your Applications folder. Problems during installation are usually related to system requirements or version/OS compatibility.
Problems launching RP on OS X are slightly more common, though still highly unusual. When a crash is seen immediately upon launch or when trying to create a new project, the user account's permissions settings are usually at issue. (A telltale sign of a crash immediately after launch is when the icon bounces in the Dock a few times but nothing else appears to happen.)
The troubleshooting ideas in this guide are in order of complexity and risk. We strongly recommend trying these items in order instead of skipping around. If an item doesn't seem relevant to your situation, move on to the next item.
If you're looking for help installing or running Axure RP on Windows, please see the Windows troubleshooting guide.
If you'd rather work directly with an Axure employee to find a solution, please feel free to email us at <firstname.lastname@example.org>.
LEARNING AND RESOURCES
AXURE SHARE ENTERPRISE
INSTALLATION TROUBLESHOOTING GUIDES
© 2002-2016 Axure Software Solutions, Inc. All rights reserved. Axure ® is a registered trademark of Axure Software Solutions, Inc.
CHECK WHETHER AXURE RP IS ALREADY RUNNING
In OS X, sometimes the only clues that an application is running are that 1. the menu bar at the very top of the screen shows the application's name, and 2. there's a little dot adjacent to the application's icon in the Dock.
To check whether Axure RP is running, click its icon in the Dock (to give the app focus) and then try the "File > New" menu command to open a new project for editing.
Axure RP typically has a welcome screen that pops up when you launch the application without opening an RP file. If the application is launching without this window, it may be turned off. To see it each time you start Axure RP, go to "Help > Welcome Screen…" to display the dialog, and un-check "Don’t show this at startup" at the bottom-left.
Your Mac's operating system must be at least OS X 10.6 "Snow Leopard" in order to run Axure RP.
It's got to have a 64-bit Intel CPU, not a 32-bit and not one of the older PowerPC ones. (Snow Leopard came out in 2006, the same year Apple stopped making PowerPC computers.)
LATEST BUILD AFTER AN OS UPDATE
It's always good to be on the latest build of Axure RP, but it's particularly important after an OS update. Major updates of OS X (e.g. from 10.10 to 10.11) are notorious for breaking third-party applications. You can always compare your current build number, found in the "Help > About Axure RP" menu, against the current build, available at <www.axure.com/update>. You can also go to "Help > Check for Updates" in Axure RP. (Click "Check for updates when Axure RP starts" in the dialog to get notifications when there’s a new update.)
Note: We recommend against installing a developer preview or beta version of OS X on your Axure RP production computer. We can't guarantee we'll be able to provide a build of RP that works on an OS X beta. We'll be working on updating Axure RP's compatibility during the developer preview and beta periods.
If you've recently restored your system using Time Machine, had repair work done on your computer, or made any other major system change, your user account's folder permissions settings may be misconfigured. Below are some steps for self-diagnosing a permissions problem on your Mac. Remember that you can also reach us at <email@example.com> and we'll be glad to help.
CHECK YOUR "GET INFO" DIALOG
Your user account's "Info" dialog can tell you a couple of important things. To get to this dialog, follow these steps:
1. Open up a Finder window
2. In the left-hand "Favorites" column, locate your Home folder (house icon)
3. If you don't see your Home folder in the Favorites list, use the "Go > Go to Folder" menu command to go to the folder "/Users"
4. Right-click your Home folder and choose the "Get Info" context menu command
Once you've got the Info dialog open, look for the following things:
1. In the "General" section, make sure the "Locked" checkbox is cleared.
2. Your user account needs "Read & Write" privileges for this folder. You can verify this in the "Sharing & Permissions" section at the bottom of the dialog.
The line that says "(Me)" needs to be showing the words "Read & Write". If it shows some other level, click directly on the words showing the level (e.g. "Read only") and choose "Read & Write" from the resulting list.
If you don't see a line that says "(Me)", you'll need to make one. Click the small lock icon at the lower right of the dialog to allow changes, click the "plus" icon to add a new entry, click on your user account name in the resulting dialog, and then click the "Select" button to add your user account to the "Sharing & Permissions" list. (Your account will need to be an admin to do this. If it's not, please contact your IT team for assistance with this step.)
Using your Mac's Terminal, you can run a series of commands to collect permissions data for every folder Axure RP might need to access when it launches. Pulling this info together in one place might help you to diagnose a permissions conflict—if you know what to look for.
These commands will collect information and put it into a text file on your desktop, but otherwise they won't make any permanent changes to your system.
To try this method, open Terminal ("Applications > Utilities > Terminal"), paste in the following commands, and hit the [return] key:
echo -e "id" > ~/Desktop/AxureLog.txt
id >> ~/Desktop/AxureLog.txt
echo -e "\n\ndate" >> ~/Desktop/AxureLog.txt
date >> ~/Desktop/AxureLog.txt
echo -e "\n\nusers" >> ~/Desktop/AxureLog.txt
users >> ~/Desktop/AxureLog.txt
echo -e "\n\nwho" >> ~/Desktop/AxureLog.txt
who >> ~/Desktop/AxureLog.txt
echo -e "\n\ncd" >> ~/Desktop/AxureLog.txt
cd ~ >> ~/Desktop/AxureLog.txt
echo -e "\n\npwd" >> ~/Desktop/AxureLog.txt
pwd >> ~/Desktop/AxureLog.txt
echo -e "\n\nHome Directory" >> ~/Desktop/AxureLog.txt
ls -laOe >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nUsers Directory" >> ~/Desktop/AxureLog.txt
ls -laOe /Users >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\n.local" >> ~/Desktop/AxureLog.txt
ls -laOe ~/.local >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\n.local > share > Axure" >> ~/Desktop/AxureLog.txt 2>&1
ls -laOe ~/.local/share/Axure >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nLibrary" >> ~/Desktop/AxureLog.txt
ls -laOe ~/Library >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nCaches" >> ~/Desktop/AxureLog.txt
ls -laOe ~/Library/Caches >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nDocuments" >> ~/Desktop/AxureLog.txt
ls -laOe ~/Documents >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nisolatedstorage" >> ~/Desktop/AxureLog.txt
ls -laOe ~/.config >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nWrite Test" >> ~/Desktop/AxureLog.txt
mkdir -v testdir >> ~/Desktop/AxureLog.txt 2>&1
rm -dv testdir >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nCFBUndleVersion:" >> ~/Desktop/AxureLog.txt
defaults read /Applications/Axure\ RP\ 8.app/Contents/Info.plist CFBundleVersion >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nArchitecture version:\n" >> ~/Desktop/AxureLog.txt
uname -a >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nOS Version:\n"
sw_vers >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n\nRunning..." >> ~/Desktop/AxureLog.txt
/Applications/Axure\ RP\ 8.app/Contents/MacOS/launcher >> ~/Desktop/AxureLog.txt 2>&1
echo -e "\n \nCOMPLETE" >> ~/Desktop/AxureLog.txt
Once you hit [return], a file called "AxureLog.txt" will appear on the desktop. Open that file in your favorite text editor and let's get started investigating it.
1. FOLDER OWNER
The file contains information about a handful of folders that Axure RP writes to during normal operation. Each group of text in the main portion of the document shows a folder's name on the first line and then a list of that folder's contents.
The first column of each item is a string of notation describing that item's permissions. You can probably ignore this part, but if you'd like to understand exactly what you're seeing here you can do a web search for "Unix file permissions string" or refer to this resource at LinuxCommand.org: <http://linuxcommand.org/lc3_lts0090.php>.
The third and fourth columns show the item's owner account and owner group. (The second column isn't important.) In general, you want the folders and files in this list to be owned by your own user account and by the group called "staff". (One exception is the "users" folder, which will be owned by the "root" account.)
So if my computer's user name were "AudreyAxure", I'd want to see something like this on the third line of each group (where the permissions for the folder itself are shown):
drwxr-xr-x 3 AudreyAxure staff - 102 Jan 1 2016 .
If you're seeing a lot of "root" user listed instead of your own user account name, something might be wrong with your permissions and you should consider showing the diagnostic file to your IT team.
2. "ACCESS DENIED" ERRORS
At the very bottom of the file, you can see where the diagnostic tried to launch the Axure RP executable. (Just after the line reading "Running…".) If the launch went well there won't be much listed, but if it ran into trouble you'll see more lines. If you get lucky, you'll find something like this:
Access to the path "/Users/AudreyAxure/.local/share/Axure" is denied.
An "access to the path is denied" error is a good clue because it's usually going to point out the folder or folders where your permissions need to be repaired. The actual repairing step is best left to your IT professional.
RENAME YOUR "AXURE" AND "AXURE USER DATA" FOLDERS
Occasionally something will go wrong with the "Axure" or "Axure User Data" folders, which are located in your Documents folder. We've seen cases where launch problems clear up after Axure RP is allowed to create these folders anew instead of trying to write to the old ones. To induce this, you can rename your "Axure" and "Axure User Data" folders to "Axure Backup" and "Axure User Data Backup" respectively.
This step should only be taken in urgent cases or when the ideas in the rest of this guide have all been unsuccessful. The folders in question contain lots of important items: autosaved backup project files, cached versions of recently edited pages, cached widget libraries, error logs, and more. Renaming these folders will remove access to the cached data and make the auto-backups inaccessible through the Axure RP user interface.