Difference between revisions of "Common issues"
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===Troubleshooting Java on Windows=== | ===Troubleshooting Java on Windows=== | ||
+ | <b>NOTE: This section of documentation is outdated and is only here for legacy purposes. This does not apply to modern versions of our products </b> | ||
+ | |||
In most cases 32-bit Java is required on Windows, these days most machines are 64-bit and users generally use 64-bit browsers this leads to 64-bit Java installed on most system since users arrive to java.com using 64 bit browsers. | In most cases 32-bit Java is required on Windows, these days most machines are 64-bit and users generally use 64-bit browsers this leads to 64-bit Java installed on most system since users arrive to java.com using 64 bit browsers. | ||
Line 74: | Line 75: | ||
<b>Please see below for current versions. This only applies to plugins on older framework pre-May 2017</b>. This first thing to check is to make sure that you have Java 6 installed. All 360Works plugins currently require Java 6 when installing on Mac OS. Next, make sure that all of your plugins are up-to-date. The reason for this is we have changed framework in the past and plugins with old framework are not compatible with new framework plugins. We also have made changes for specific version of FileMaker Pro so staying update to date is essential. Be sure to check <b>all three extension folders</b> for old plugins. We have also seen problems with plugins initializing because of special characters in the file path to the plugin. For example if your hard drive is named Macintosh HD [DMZ] then the [] in the file path will cause the plugin to not initialize due to an invalid file path. Removing the special characters will allow the plugin to initialize. | <b>Please see below for current versions. This only applies to plugins on older framework pre-May 2017</b>. This first thing to check is to make sure that you have Java 6 installed. All 360Works plugins currently require Java 6 when installing on Mac OS. Next, make sure that all of your plugins are up-to-date. The reason for this is we have changed framework in the past and plugins with old framework are not compatible with new framework plugins. We also have made changes for specific version of FileMaker Pro so staying update to date is essential. Be sure to check <b>all three extension folders</b> for old plugins. We have also seen problems with plugins initializing because of special characters in the file path to the plugin. For example if your hard drive is named Macintosh HD [DMZ] then the [] in the file path will cause the plugin to not initialize due to an invalid file path. Removing the special characters will allow the plugin to initialize. | ||
+ | ===Plugins not showing up in MacOS=== | ||
+ | The 360Works Team has received reports from customers running very old versions of our plug-ins on macOS that the plug-ins have suddenly stopped working and appearing in Preferences/Settings. We have determined that this is due to Apple revoking an obsolete 360Works code signing certificate that has not been in use for years. Unfortunately, this means that older versions of our plugins will no longer work in macOS in environments where code signing and notarization are required.<br> | ||
+ | <br> | ||
+ | If you find yourself in this situation, with old 360Works plug-ins no longer working on macOS, here are your options:<br> | ||
+ | <br> | ||
+ | For these plug-ins, you can purchase an upgrade to the latest version, or download and install an older version which still functions correctly:<br> | ||
+ | Charts: Upgrade to latest at https://360works.com/charts/<br> | ||
+ | OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+Charts-2.3.zip<br> | ||
+ | Email: Upgrade to latest at https://360works.com/email-plugin/<br> | ||
+ | OR get the older version 4.11: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+Email-4.11.zip<br> | ||
+ | FTPeek: Upgrade to latest at https://360works.com/ftp-plugin/<br> | ||
+ | OR get the older version 3.2: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+FTPeek-3.2.zip<br> | ||
+ | JDBC: Upgrade to latest at https://360works.com/jdbc-plugin/<br> | ||
+ | OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+JDBC+Plugin-2.3.zip<br> | ||
+ | Plastic: Use at least version 3.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+Plastic-3.3.zip<br> | ||
+ | RemoteScripter: Upgrade to latest at https://360works.com/remotescripter/<br> | ||
+ | OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+RemoteScripter-2.3.zip<br> | ||
+ | Web Assistant: Upgrade to latest at https://360works.com/url-plugin/<br> | ||
+ | OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+WebAssistant-2.3.zip<br> | ||
+ | SuperContainer: Upgrade to latest at https://360works.com/supercontainer/<br> | ||
+ | OR get the older version 2.954 at https://download.360works.com/360Works+SuperContainer+2.954.zip<br> | ||
+ | 360Deploy: Upgrade to latest at https://360works.com/filemaker-deploy-versions/<br> | ||
+ | OR get the older version 2.86 at https://download.360works.com/360Deploy+2.86.zip<br> | ||
+ | ScriptMaster: Upgrade to version 6 (free upgrade) at https://360works.com/scriptmaster/. See below for custom-generated plugins.<br> | ||
+ | <br> | ||
+ | For Scribe, make sure you have a current maintenance license with 360Works, then download and install the newest major version. If maintenance on your license has been expired for longer than 3 years, you will need to purchase a new license as it would be equivalent to the cost to bring to current. You can check your maintenance status at https://secure.360works.com/360Store/WebObjects/360Store.woa/wo/<br> | ||
+ | <br> | ||
+ | For ScriptMaster-generated or custom-built plugins that have stopped working, please reach out to us as the plugins will need to be rebuilt.<br> | ||
+ | <br> | ||
+ | MirrorSync, Zulu, and SafetyNet are unaffected by this issue, as are all plug-ins on the Windows and Linux platforms.<br> | ||
+ | <br> | ||
+ | <br> | ||
===Plugins released on or after May 2017 fail to load=== | ===Plugins released on or after May 2017 fail to load=== | ||
Upon first initialization, the plugins will download support files that are necessary for operation. If this process fails for whatever reason (permissions, network issues, firewalls, etc.) then the plugins will fail to enable. You can manually do this process. It varies depending on whether you are in Mac or Windows.<br> | Upon first initialization, the plugins will download support files that are necessary for operation. If this process fails for whatever reason (permissions, network issues, firewalls, etc.) then the plugins will fail to enable. You can manually do this process. It varies depending on whether you are in Mac or Windows.<br> | ||
− | This may appear as the error: <nowiki>"An error occurred while downloading https:// | + | This may appear as the error: <nowiki>"An error occurred while downloading https://download.360works.com/jre/win/1.8.0_121.zip. Couldn't connect to server"</nowiki><br> |
<b>For Mac:<br></b> | <b>For Mac:<br></b> | ||
− | Download the support files [https:// | + | <b>Note:</b> Since the Gatekeeper utility in Mac OS is pretty restrictive, it is recommended that you allow the plugin to download and set up the JRE to avoid files getting quarantined by GateKeeper. Most enabling issues can be resolved by deleting the 360Works folder (paths shown below) and then attempting to enable the plugin. This causes the plugin to redownload the required JRE. If this fails and/or you have network restrictions that will not allow the plugin to download the JRE, you will more than likely need to complete the process manually. In this case, follow the instructions below. |
− | <b>For FileMaker Pro:</b> Open Finder and navigate to /Users/USERNAME/Library/Application Support and look for a 360Works folder. If it exists, delete it and recreate it. If it does not | + | |
+ | Download the support files [https://download.360works.com/jre/mac/9.0.1.zip here]<br> | ||
+ | <b>For FileMaker Pro:</b><br> | ||
+ | 1. Open Finder and navigate to /Users/USERNAME/Library/Application Support and look for a 360Works folder. If it exists, delete it and recreate it. If it does not exist, create it.<br> | ||
+ | 2. Create two folders inside the 360Works folder so that the path is /Users/USERNAME/Library/Application Support/360Works/Plug-ins/jre<br> | ||
+ | 3. Extract the downloaded files inside the jre folder.<br> | ||
+ | 4. Open Terminal and run the following command <code>sudo xattr -r -d com.apple.quarantine /Users/USERNAME/Library/Application Support/360Works/Plug-ins/jre</code><br> | ||
+ | 5. Launch FileMaker Pro and check in Preferences->Plugins that the plugin is enabled. You may need to check it to enable it.<br> | ||
+ | |||
+ | <b>For FileMaker Server:</b><br> | ||
+ | 1. Open Finder and navigate to /Library/FileMaker Server/Library/Application Support/ and look for a 360Works folder. If it exists, delete it and recreate it. If it does not exists, create it.<br> | ||
+ | 2. Create two folders inside the 360Works folder so that the path is /Library/FileMaker Server/Library/Application Support/360Works/Plug-ins/jre <br> | ||
+ | 3. Extract the downloaded files inside the jre folder.<br> | ||
+ | 4. Open Terminal and run the following command <code>sudo xattr -r -d com.apple.quarantine /Library/FileMaker Server/Library/Application Support/360Works/Plug-ins/jre</code><br> | ||
+ | 5. Restart the FMSE and check in the admin console that the plugin shows as enabled. You may need to check it to enable it.<br> | ||
+ | |||
− | |||
<b>Windows:<br></b> | <b>Windows:<br></b> | ||
Please see section below for Windows plugins<br> | Please see section below for Windows plugins<br> | ||
− | <del>Download 64-bit support files [https:// | + | <del>Download 64-bit support files [https://download.360works.com/jre/win/1.8.0_121.zip here]<br> |
− | Download 32-bit support files download [https:// | + | Download 32-bit support files download [https://download.360works.com/jre/win32/1.8.0_121.zip here]<br> |
Delete the folder at C:\ProgramData\360Works\Plug-ins\jre\1.8.0_121 if it exists. Next, extract the support files from the zip file. Once extracted, place the “1.8.0_121” folder in place of the one you deleted so that the path is C:\ProgramData\360Works\Plug-ins\jre\1.8.0_121. See the screen shot below to confirm that you have everything in the correct place. Once you have done that, launch FileMaker and check in Edit->Preferences->Plugins that the plugin is checked as enabled. You may need to check it to enable it.<br> | Delete the folder at C:\ProgramData\360Works\Plug-ins\jre\1.8.0_121 if it exists. Next, extract the support files from the zip file. Once extracted, place the “1.8.0_121” folder in place of the one you deleted so that the path is C:\ProgramData\360Works\Plug-ins\jre\1.8.0_121. See the screen shot below to confirm that you have everything in the correct place. Once you have done that, launch FileMaker and check in Edit->Preferences->Plugins that the plugin is checked as enabled. You may need to check it to enable it.<br> | ||
<br> | <br> | ||
Line 96: | Line 143: | ||
==Windows plugins released after 1/21/2018== | ==Windows plugins released after 1/21/2018== | ||
These plugins use an environment variable to determine where to save the support files and also use updated support files.<br> | These plugins use an environment variable to determine where to save the support files and also use updated support files.<br> | ||
− | <b>Download 64-bit support files</b> [https:// | + | <b>Download 64-bit support files</b> [https://download.360works.com/jre/win/1.8.0_152.zip here]<br> |
− | <b>Download 32-bit support files</b> [https://s3.amazonaws.com/com.prosc.store.downloads/jre/ | + | <b>Download 32-bit support files</b> [https://download.360works.com/jre/win32/1.8.0_152.zip here]<br> |
+ | |||
+ | <b>Note:</b> As of 06/13/2023 all plugins released use Java 17, which can be downloaded here | ||
+ | <br> | ||
+ | [https://s3.amazonaws.com/com.prosc.store.downloads/jre/win/i386/jre-17.0.7_7.zip x32] | ||
+ | <br> | ||
+ | [https://s3.amazonaws.com/com.prosc.store.downloads/jre/win/x86_64/jre-17.0.7_7.zip x64] | ||
− | Open Windows Explorer and type %LocalAppData% into the address bar. Look for a 360Works folder, if it does not exist create the structure 360Works/ | + | Open Windows Explorer and type %LocalAppData% into the address bar. Look for a 360Works folder, if it does not exist create the structure 360Works/Plug-ins/jre. Extract the zip file in the "jre" folder so that it matches the screen shot below<br> |
<br> | <br> | ||
<br> | <br> | ||
Line 105: | Line 158: | ||
==Temp Logs== | ==Temp Logs== | ||
− | + | We may request to see your temporary logs. Please follow the instructions below for your operating system | |
− | On Mac: check in /tmp for a file called | + | On Mac: check in /tmp for a file called "360Works PLUGINNAME_XXXX" where XXXX is random alphanumeric string. <br> |
− | On Windows: | + | On Windows: Open File Explorer and type %tmp% in the address bar. Look in that location for a file called "360Works PLUGINNAME_XXXX" where XXXX is a random alphanumeric string. Also look in C:\Windows\Temp if that is not the location that the %tmp% environment variable took you. |
When you find the files, sort by date modified and attach the most recent to an email with a description of the issue and send it to support@360works.com. | When you find the files, sort by date modified and attach the most recent to an email with a description of the issue and send it to support@360works.com. |
Latest revision as of 16:42, 30 August 2024
Troubleshooting Java on Windows
NOTE: This section of documentation is outdated and is only here for legacy purposes. This does not apply to modern versions of our products
In most cases 32-bit Java is required on Windows, these days most machines are 64-bit and users generally use 64-bit browsers this leads to 64-bit Java installed on most system since users arrive to java.com using 64 bit browsers.
To verify that you have 32-bit java installed you will need to open the 32-bit command prompt.
Instructions:
- Click Start.
- Type
%windir%\SysWoW64\cmd.exe
in Start Search box.
Once the command prompt is up type: java -version
You should get the version of the installed 32-bit java.
Webviewer is black or has Red X
This happens because Java now requires the same jars for applets as it does for webstart. All 360Works plugins had to be redeployed to comply with this. The solution is to use the latest version of the all 360Works plugins.
Unsupported class version
This can happen on Leopard if /System/Library/Frameworks/JavaVM.framework/Versions/CurrentJDK is symlinked to 1.6 instead of 1.5 as on most systems. This is a problem because Java 6 on Leopard is 64-bit and FileMaker is a 32-bit application. Update all 360Works plugins to the latest version.
Re-Enabling Java 6 on OS X 10.7 Lion
If, after installing Java for OS X 2012-006 and Java 7, you want to disable Java 7 and re-enable the Apple-provided Java SE 6 plug-in, follow these steps.
Note: You must be logged in as an adminstrator.
Note: If prompted for your administrator password after a command, enter it and then press the Return or Enter key.
Open Terminal, located in the Utilities folder. Enter this command, then press the Return or Enter key:
sudo mkdir -p /Library/Internet\ Plug-Ins/disabled
Enter this command, then press the Return or Enter key:
sudo mv /Library/Internet\ Plug-Ins/JavaAppletPlugin.plugin /Library/Internet\ Plug-Ins/disabled
Enter this command, then press the Return or Enter key:
sudo ln -sf /System/Library/Java/Support/Deploy.bundle/Contents/Resources/JavaPlugin2_NPAPI.plugin /Library/Internet\ Plug-Ins/JavaAppletPlugin.plugin
To re-enable Java SE 6 Web Start, enter this command, then press the Return or Enter key:
sudo ln -sf /System/Library/Frameworks/JavaVM.framework/Commands/javaws /usr/bin/javaws
Additional Information The following steps will undo the above commands and restore Java 7.
To disable Java SE 6 Web Start opening
Enter this command, then press the Return or Enter key:
sudo ln -sf /System/Library/Frameworks/JavaVM.framework/Versions/Current/Commands/javaws /usr/bin/javaws
When prompted, enter your administrator password, then press the Return or Enter key.
To re-enable the Java 7 applet plug-in
Download and re-install the Oracle Java 7 JRE from this website: http://www.oracle.com/technetwork/java/javase/downloads/jre7-downloads-1637588.html.
via http://support.apple.com/kb/HT5559?viewlocale=en_US
FileMaker crashes with 360Works plugins installed On Windows
This can happen if you are using plugins that have different frameworks. Our plugins were updated in Dec 2014 with a new framework and using plugins prior to that date with ones post will cause issue. The first step is to make sure that all of your plugins are up to date.
This can also happen in FileMaker 14+ due to FileMaker creating a registry record that causes the crash. To resolve this, open regedit.exe (registry editor) and navigate to "HKEY_CURRENT_USER/Software/FileMaker/FileMaker Pro/15.0A/Plugins" and check for a record called "disabled". If it exists, delete it. You will need to change the "15.0A" to reflect the version of FileMaker you are using.
Legacy Plugins Do Not Enable on Mac
Please see below for current versions. This only applies to plugins on older framework pre-May 2017. This first thing to check is to make sure that you have Java 6 installed. All 360Works plugins currently require Java 6 when installing on Mac OS. Next, make sure that all of your plugins are up-to-date. The reason for this is we have changed framework in the past and plugins with old framework are not compatible with new framework plugins. We also have made changes for specific version of FileMaker Pro so staying update to date is essential. Be sure to check all three extension folders for old plugins. We have also seen problems with plugins initializing because of special characters in the file path to the plugin. For example if your hard drive is named Macintosh HD [DMZ] then the [] in the file path will cause the plugin to not initialize due to an invalid file path. Removing the special characters will allow the plugin to initialize.
Plugins not showing up in MacOS
The 360Works Team has received reports from customers running very old versions of our plug-ins on macOS that the plug-ins have suddenly stopped working and appearing in Preferences/Settings. We have determined that this is due to Apple revoking an obsolete 360Works code signing certificate that has not been in use for years. Unfortunately, this means that older versions of our plugins will no longer work in macOS in environments where code signing and notarization are required.
If you find yourself in this situation, with old 360Works plug-ins no longer working on macOS, here are your options:
For these plug-ins, you can purchase an upgrade to the latest version, or download and install an older version which still functions correctly:
Charts: Upgrade to latest at https://360works.com/charts/
OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+Charts-2.3.zip
Email: Upgrade to latest at https://360works.com/email-plugin/
OR get the older version 4.11: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+Email-4.11.zip
FTPeek: Upgrade to latest at https://360works.com/ftp-plugin/
OR get the older version 3.2: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+FTPeek-3.2.zip
JDBC: Upgrade to latest at https://360works.com/jdbc-plugin/
OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+JDBC+Plugin-2.3.zip
Plastic: Use at least version 3.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+Plastic-3.3.zip
RemoteScripter: Upgrade to latest at https://360works.com/remotescripter/
OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+RemoteScripter-2.3.zip
Web Assistant: Upgrade to latest at https://360works.com/url-plugin/
OR get the older version 2.3: https://s3.amazonaws.com/com.prosc.store.downloads/360Works+WebAssistant-2.3.zip
SuperContainer: Upgrade to latest at https://360works.com/supercontainer/
OR get the older version 2.954 at https://download.360works.com/360Works+SuperContainer+2.954.zip
360Deploy: Upgrade to latest at https://360works.com/filemaker-deploy-versions/
OR get the older version 2.86 at https://download.360works.com/360Deploy+2.86.zip
ScriptMaster: Upgrade to version 6 (free upgrade) at https://360works.com/scriptmaster/. See below for custom-generated plugins.
For Scribe, make sure you have a current maintenance license with 360Works, then download and install the newest major version. If maintenance on your license has been expired for longer than 3 years, you will need to purchase a new license as it would be equivalent to the cost to bring to current. You can check your maintenance status at https://secure.360works.com/360Store/WebObjects/360Store.woa/wo/
For ScriptMaster-generated or custom-built plugins that have stopped working, please reach out to us as the plugins will need to be rebuilt.
MirrorSync, Zulu, and SafetyNet are unaffected by this issue, as are all plug-ins on the Windows and Linux platforms.
Plugins released on or after May 2017 fail to load
Upon first initialization, the plugins will download support files that are necessary for operation. If this process fails for whatever reason (permissions, network issues, firewalls, etc.) then the plugins will fail to enable. You can manually do this process. It varies depending on whether you are in Mac or Windows.
This may appear as the error: "An error occurred while downloading https://download.360works.com/jre/win/1.8.0_121.zip. Couldn't connect to server"
For Mac:
Note: Since the Gatekeeper utility in Mac OS is pretty restrictive, it is recommended that you allow the plugin to download and set up the JRE to avoid files getting quarantined by GateKeeper. Most enabling issues can be resolved by deleting the 360Works folder (paths shown below) and then attempting to enable the plugin. This causes the plugin to redownload the required JRE. If this fails and/or you have network restrictions that will not allow the plugin to download the JRE, you will more than likely need to complete the process manually. In this case, follow the instructions below.
Download the support files here
For FileMaker Pro:
1. Open Finder and navigate to /Users/USERNAME/Library/Application Support and look for a 360Works folder. If it exists, delete it and recreate it. If it does not exist, create it.
2. Create two folders inside the 360Works folder so that the path is /Users/USERNAME/Library/Application Support/360Works/Plug-ins/jre
3. Extract the downloaded files inside the jre folder.
4. Open Terminal and run the following command sudo xattr -r -d com.apple.quarantine /Users/USERNAME/Library/Application Support/360Works/Plug-ins/jre
5. Launch FileMaker Pro and check in Preferences->Plugins that the plugin is enabled. You may need to check it to enable it.
For FileMaker Server:
1. Open Finder and navigate to /Library/FileMaker Server/Library/Application Support/ and look for a 360Works folder. If it exists, delete it and recreate it. If it does not exists, create it.
2. Create two folders inside the 360Works folder so that the path is /Library/FileMaker Server/Library/Application Support/360Works/Plug-ins/jre
3. Extract the downloaded files inside the jre folder.
4. Open Terminal and run the following command sudo xattr -r -d com.apple.quarantine /Library/FileMaker Server/Library/Application Support/360Works/Plug-ins/jre
5. Restart the FMSE and check in the admin console that the plugin shows as enabled. You may need to check it to enable it.
Windows:
Please see section below for Windows plugins
Download 64-bit support files here
Download 32-bit support files download here
Delete the folder at C:\ProgramData\360Works\Plug-ins\jre\1.8.0_121 if it exists. Next, extract the support files from the zip file. Once extracted, place the “1.8.0_121” folder in place of the one you deleted so that the path is C:\ProgramData\360Works\Plug-ins\jre\1.8.0_121. See the screen shot below to confirm that you have everything in the correct place. Once you have done that, launch FileMaker and check in Edit->Preferences->Plugins that the plugin is checked as enabled. You may need to check it to enable it.
Windows plugins released after 1/21/2018
These plugins use an environment variable to determine where to save the support files and also use updated support files.
Download 64-bit support files here
Download 32-bit support files here
Note: As of 06/13/2023 all plugins released use Java 17, which can be downloaded here
x32
x64
Open Windows Explorer and type %LocalAppData% into the address bar. Look for a 360Works folder, if it does not exist create the structure 360Works/Plug-ins/jre. Extract the zip file in the "jre" folder so that it matches the screen shot below
Temp Logs
We may request to see your temporary logs. Please follow the instructions below for your operating system
On Mac: check in /tmp for a file called "360Works PLUGINNAME_XXXX" where XXXX is random alphanumeric string.
On Windows: Open File Explorer and type %tmp% in the address bar. Look in that location for a file called "360Works PLUGINNAME_XXXX" where XXXX is a random alphanumeric string. Also look in C:\Windows\Temp if that is not the location that the %tmp% environment variable took you.
When you find the files, sort by date modified and attach the most recent to an email with a description of the issue and send it to support@360works.com.