MacOS Error Message Resolution

Stephen Vargo -

When multiple programs integrate with one another (like SureLC and Adobe Reader), you can encounter error messages that require a bit of resolution. This page describes how you can resolve the most frequent errors on a MAC operating system. The following topics describes the errors our users have encountered and how to resolve them.

 

 

Using Adobe Air and SureLC macOS

When installing SureLC, you might encounter an issue with Adobe Air not installing.  This can be caused by a conflict between the version of macOS you are using with the version of Adobe Air trying to be installed. If you encounter an issue installing the most recent version of Adobe Air, please use the following guide to install an earlier version of Adobe Air. 

To install AIR and SureLC, please use the following guide:

  1. Install this version of Adobe AIR 
  2. You will most likely receive the following error, but that is OK.  Simply click "OK" to close the error.Screen3.jpg
  3. Open Terminal (e.g., click on the magnify glass in the top right corner of the screen, and type "terminal")Screen4.jpg
  4. In Terminal, type (or copy/paste) the following: cd /Library/Frameworks and press Enter/Return
  5. Then type (or copy/paste) the following in Terminal: sudo xattr -d com.apple.quarantine "Adobe AIR.framework" and press Enter/Return
  6.  You will then be prompted to enter you user password for your macOS account.  Once you type it in, press Enter/Return.
  7. Once these steps are complete, you can install SureLC by Clicking Here

After installing SureLC, please open SureLC to ensure that the workaround for AIR was done successfully.

If you receive an error, or need additional assistance, please contact us at support@surancebay.com.

 

 

Adobe Acrobat Pro DC/Adobe Acrobat Reader DC Compatibility  

SureLC currently has some compatibility issues with Acrobat DC 2019+ and Reader DC 2019+ at this time.  This is because of Adobe Air compatibility with Mac integration.  Because we are not partnered with Adobe, we do not have information on when this will be resolved. As a workaround, you will need to install an earlier version of Reader on your system by Clicking Here, and after installing you can Click Here for a guide on turning off the automatic update.

However if you installed Acrobat Reader DC already, or you have Acrobat on your system, you must remove the PDF internet plug-ins before installing an earlier version.  To do this:

1.  Close SureLC 

2. Uninstall Acrobat/Reader

Screen_Shot_2015-07-31_at_2.10.48_PM.png

 

3.  Right Click on "Application" and choose "Show in Enclosing Folder"

Screen_Shot_2015-07-31_at_2.11.14_PM.png

 

4.  Delete the AdobePDF plug-ins from the Internet Plug-in folder.

Screen_Shot_2015-07-31_at_2.12.04_PM.png

 

5. Empty your Trash Bin to remove the version from your system  

6. Install an earlier version of Reader: Click Here 

7.  Re-open SureLC 

 

 

SureLC Crashes on macOS

When opening SureLC on a macOS, you might run into an issue where it looks like SureLC is updating, but it suddenly closes out and give you a long error message.  This issue is caused by the newest version of Reader conflicting with Adobe Air on the MAC. 

To resolve this issue you will need to revert back to an earlier version of Reader by uninstalling the current version of Reader on your system, and then reinstalling an older version of Reader.  Please Click Here on steps on removing Reader and Reader's plugins, so that you can install the older version to use with SureLC.

However after reverting back to an older version, you might run into this issue again because Reader automatically updated to the newest version.  Adobe Acrobat Reader DC is set up for automatic updates by default. It does not provide any UI option in the preferences to control this setting.

To turn off automatic updates, please use the following guide:

  1. Open the Terminal (you can select the magnify glass in the top right corner and type in "Terminal").
  2. Once you have the Terminal open, please copy and paste the following:

    sudo launchctl unload -w /Library/LaunchDaemons/com.adobe.ARMDC.Communicator.plist

    It will most likely ask for your password, type in your password you use to log into the MAC and press Enter/Return.
  3. Navigate to the Applications folder in Finder, find Adobe Reader DC, right click it and choose Show Package Contents

  4. When it does, go to Contents > Plugins.
  5. Once in Plugins, find the file "Updater.acroplugin" and move it to the trash bin.


This will stop the automatic updates for Reader.

 

 

Could not load PDF.....Time out error

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This error occurs due to the Adobe plugins needing to be reset.  To reset the Adobe plugins, please use the following guide.

1.  Close SureLC

2.  Right Click on "Application" and choose "Show in Enclosing Folder"

Screen_Shot_2015-07-31_at_2.11.14_PM.png

 

3.  Delete the AdobePDF plug-ins from the Internet Plug-in folder (DO NOT EMPTY TRASH BIN).

Screen_Shot_2015-07-31_at_2.12.04_PM.png

4.  Re-Open SureLC, you should receive a red error message, but that's OK.

5.  Close SureLC

6.  Navigate to your Trash Bin, and restore the 2 PDF plugin files

7.  Re-Open SureLC

8.  You should then be asked to choose your PDF handler, please select Adobe Reader.

 

Once following these steps, if you still get the time out error, please contact SuranceBay via email at support@surancebay.com.

 

 

 

Error Not Listed

For any questions on how to resolve errors not listed above, contact SuranceBay via email at support@surancebay.com.

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