tag:help.beatunes.com,2009-07-24:/discussions/problems/61386-cant-get-application-to-openbeaTunes: Discussion 2021-03-10T19:03:05Ztag:help.beatunes.com,2009-07-24:Comment/489721452021-01-16T14:05:20Z2021-01-16T14:05:20ZCan't get application to open<div><p>Hi Heather,</p>
<p>I assume you are using beaTunes version 5.2.18.</p>
<p>If you can find them, can you please send me your logs?<br>
Here's a KB article on how to find them: <a href="http://help.beatunes.com/kb/troubleshooting/where-are-the-beatunes-logs">http://help.beatunes.com/kb/troubleshooting/where-are-the-beatunes-...</a></p>
<p>Thanks,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-17T11:33:28Z2021-01-17T11:33:28ZCan't get application to open<div><p>The logs should be attached in a zip file.<br>
Yes, the dmg file is called beaTunes-5-12-18<br>
Thank you!</p>
<pre>
<code>On Saturday, January 16, 2021, 08:05:28 AM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-17T13:02:09Z2021-01-17T13:02:09ZCan't get application to open<div><p>Hey Heather!</p>
<p>Thanks for the logs. Those are from 2015! :-)</p>
<p>It looks like the failure happens very early. What kind of hardware is this?</p>
<p>Can you please try the following:</p>
<ul>
<li>Open the Terminal app (you can start it by typing <code>Terminal</code> into spotlight, the Apple search)</li>
<li>Assuming beaTunes 5 is installed in the regular Applications folder, please type: <code>/Applications/beaTunes5.app/Contents/MacOS/beaTunes5</code></li>
</ul>
<p>This should attempt to start the application and log any errors to the Terminal window.<br>
Can you please copy and paste the output into this discussion?</p>
<p>Thank you,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-18T11:39:13Z2021-01-18T11:39:14ZCan't get application to open<div><p>Hi! Here you go. Does it have something to do with Java?</p>
<p>Last login: Mon Jan 18 05:37:41 on ttys000</p>
<p>[HEATHERs-MacBook-Air:~] heather% /Applications/beaTunes5.app/Contents/MacOS/beaTunes5</p>
<p>[0.005s][error][logging] Error opening log file '.beaTunes-gc.log': Permission denied</p>
<p>[0.005s][error][logging] Initialization of output 'file=.beaTunes-gc.log' using options '(null)' failed.</p>
<p>Invalid -Xlog option '-Xlog:gc*:file=.beaTunes-gc.log', see error log for details.</p>
<p>Error: Could not create the Java Virtual Machine.</p>
<p>Error: A fatal exception has occurred. Program will exit.</p>
<p>[HEATHERs-MacBook-Air:~] heather% </p>
<pre>
<code>On Sunday, January 17, 2021, 07:02:13 AM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-18T19:42:42Z2021-01-18T19:42:42ZCan't get application to open<div><p>Hi Heather,</p>
<p>thanks for the output. This is not really a Java problem, in the sense that it is not Java who is to blame. beaTunes attempts to create a special log file at startup called <code>.beaTunes-gc.log</code>. Apparently this fails in your case. Since this is the first time this has ever been reported, it's a little odd. I'm wondering, whether an older version of that file already exists and cannot be deleted/overwritten. Note that the file will not be shown by Finder, unless is specifically configured to do so (files starting with <code>.</code> are usually not shown).</p>
<p>Can you please start the Terminal app again, type <code>ls -la .beaTunes-gc.log</code> and send me the output?</p>
<p>Should there be a file with that name that cannot be deleted by beaTunes due to permission issues, you could run (again in the Terminal): <code>sudo rm -f .beaTunes-gc.log</code> Running anything with <code>sudo</code> (i.e. as Administrator) will cause a password prompt. This is to be expected.</p>
<p>Thanks,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-19T19:47:13Z2021-01-19T19:47:14ZCan't get application to open<div><p>This is the response:<br>
Last login: Mon Jan 18 05:38:08 on ttys000<br>
[HEATHERs-MacBook-Air:~] heather% ls -la .beaTunes-gc.log</p>
<p>ls: .beaTunes-gc.log: No such file or directory</p>
<p>[HEATHERs-MacBook-Air:~] heather% </p>
<pre>
<code>On Monday, January 18, 2021, 01:42:48 PM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-19T20:46:23Z2021-01-19T20:46:23ZCan't get application to open<div><p>Hey Heather,</p>
<p>that's weird (to me), but thanks for trying this.</p>
<p>Let's do the following:</p>
<ul>
<li>Open the Applications folder with Finder</li>
<li>Right-click on beaTunes5</li>
<li>Select <em>Show Package Contents</em></li>
<li>Open the folder <code>Contents</code></li>
<li>Right-click on <code>Info.plist</code></li>
<li>Select <code>Open With</code> and then <code>Other</code></li>
<li>Choose <code>TextEdit</code> (the easiest way to find it to simply type it into the search box)</li>
<li>In that file, find the line <code><string>-Xlog:gc*:file=.beaTunes-gc.log</string></code>, delete that line and save the file.</li>
<li>Then start beaTunes</li>
</ul>
<p>Hopefully this ensure that beaTunes starts.</p>
<p>Thanks,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-20T22:57:04Z2021-01-20T22:57:05ZCan't get application to open<div><p>OK, did that and BeaTunes started! Thank you!<br>
Then I got a message about macOS preventing Beatunes from communicating with itunes. <br>
I followed the instructions (system prefs --> security and privacy --> privacy --> automation.<br>
Once I get to the automation page there is no listing for either BeaTunes or iTunes. I don't see any option to add to the list (which has some stuff about Chrome and Finder and about Microsoft Word/Excel/PPT and Autoupdate).</p>
<pre>
<code>On Tuesday, January 19, 2021, 02:46:30 PM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-21T20:34:13Z2021-01-21T20:34:13ZCan't get application to open<div><p>Hi Heather,</p>
<blockquote>
<p>OK, did that and BeaTunes started! Thank you!</p>
</blockquote>
<p>Great. It's still weird to me that it didn't work right away. beaTunes is writing to your home directory, which fails. It should always succeed at doing so. Perhaps something is really wrong with the file permissions on your computer.</p>
<blockquote>
<p>Then I got a message about macOS preventing Beatunes from communicating with itunes.</p>
</blockquote>
<p>If you can, please send a screenshot of that message.</p>
<blockquote>
<p>followed the instructions (system prefs --> security and privacy --> privacy --> automation. Once I get to the automation page there is no listing for either BeaTunes or iTunes.</p>
</blockquote>
<p>Again. Odd. Can you please upload your beaTunes logs from within the app via <code>Help</code> -> <code>Upload Logs</code> (if you can get to the menu).</p>
<p>Thanks!</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-23T22:25:04Z2021-01-23T22:25:05ZCan't get application to open<div><p>OK, I have attached two screenshots and the zip file of the logs (had to go through Terminal with your prior instructions, because I wasn't getting far enough into BeaTunes to have the Help option available). As you will see from one of the screenshots, BeaTunes is asking me if I want to rebuild my database. Thought I would see what you thought from the logs before I click Yes.</p>
<pre>
<code>On Thursday, January 21, 2021, 02:34:18 PM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-25T12:43:20Z2021-01-25T12:43:20ZCan't get application to open<div><p>Hey Heather,</p>
<p>I'm not sure why this is all so difficult, but want to make sure you are aware of our <a href="https://www.beatunes.com/beatunes-refund.html">refund policy</a>. Just say the word and you will get your money back (within 60 days of purchase).</p>
<p>With that out of the way, please check your system preferences again.<br>
Under Privacy -> Automation, you should now see <em>beaTunes</em> or <em>beaTunes5</em> (see attached sample screenshot).</p>
<p>If you don't, please stop beaTunes, open the Terminal again and run:</p>
<pre>
<code>tccutil reset AppleEvents</code>
</pre>
<p>Then start beaTunes.</p>
<p>You should get asked by macOS, whether you want beaTunes to be able to access iTunes. Please agree. If you miss the authorization dialog (I believe it disappears automatically), please manually authorize beaTunes in the system preferences (as pointed out above) and restart beaTunes.</p>
<p><em>After</em> succeeding to authorize beaTunes to talk to iTunes, feel free to rebuild/repair the database.</p>
<p>Hope this helps,</p>
<p>-hendrik</p>
<p>PS: Just a little bit of background. This whole authorization issue has to do with a new security feature introduced by Apple for macOS 10.14. More about it <a href="https://blog.beatunes.com/2018/10/beatunes-on-mojave-and-windows-10-dark.html">here</a>.</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-25T19:16:10Z2021-01-25T19:16:10ZCan't get application to open<div><p>Thank you so much for your patience! I will try what you have recommended.</p>
<pre>
<code>On Monday, January 25, 2021, 06:43:32 AM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-26T07:09:07Z2021-01-26T07:09:07ZCan't get application to open<div><blockquote>
<p>Thank you so much for your patience!</p>
</blockquote>
<p>No worries! This really <em>should</em> work out of the box.</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-27T23:04:29Z2021-01-27T23:04:30ZCan't get application to open<div><p>ok, i followed the instructions. BeaTunes still did not show in the privacy-->automation, so i closed BeaTunes and ran the command you gave in terminal. then i restarted BeaTunes and got the same messages (can't access iTunes etc), and when I went back into sys pref-->privacy-->automation, at first nothing appeared, and then I got some Microsoft Office notices and ended up back at the same place (see attached). <br>
then i restarted my computer, thinking that might help, and now when I click on BeaTunes I just get a message that says "beatunes did not shut down properly" (photo attached) and nothing else happens.</p>
<pre>
<code>On Monday, January 25, 2021, 06:43:32 AM CST, hendrik <tender+d1bbfb0906@tenderapp.com> wrote:</code>
</pre>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-28T07:19:21Z2021-01-28T07:19:21ZCan't get application to open<div><p>Hi Heather,</p>
<p>I'm sorry this didn't work.</p>
<blockquote>
<p>now when I click on BeaTunes I just get a message that says "beatunes did not shut down properly" (photo attached) and nothing else happens.</p>
</blockquote>
<p>The screenshot you attached is "beaTunes5 quit unexpectedly", not "beaTunes did not shot down properly". So I guess you got both?</p>
<p>Can you please attach a fresh set of logs?</p>
<p>Thanks,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-01-29T18:34:31Z2021-01-29T18:34:32ZCan't get application to open<div><p>I apologize, I may not have noticed the difference between the two message (if indeed they were different)! I have attached the logs. <br>
Please do tell me if you think there's something corrupted on my end that is causing the problems. I would like to get BeaTunes to work, rather than getting a refund. I used many years ago with great enjoyment.<br>
On Thursday, January 28, 2021, 01:19:29 AM CST, hendrik <a href="mailto:tender+d1bbfb0906@tenderapp.com">tender+d1bbfb0906@tenderapp.com</a> wrote:</p>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-01-30T12:42:10Z2021-01-30T12:42:10ZCan't get application to open<div><p>Hey Heather,</p>
<p>thanks for the logs.</p>
<blockquote>
<p>Please do tell me if you think there's something corrupted on my end that is causing the problems.</p>
</blockquote>
<p>Given the earlier problem we faced with that <code>Info.plist</code> entry that we had to remove, my best guess is that file permissions are messed up on your computer. But that's certainly only a guess. There are a bunch of advice articles on the web for what to do in that case, for example <a href="https://superuser.com/a/523160/511475">this one</a> seems to be decent advice. However, I don't know how computer-savvy you are and would recommend seeing an Apple Genius at an Apple store (if one exists nearby and is open during the pandemic) for expert advice.</p>
<p>Cheers,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-03-10T13:20:33Z2021-03-10T13:20:33ZCan't get application to open<div><p>Hey Heather,</p>
<p>just wanted to check in. Did you ever get this sorted out? Perhaps with the help of an Apple Genius?</p>
<p>Cheers,</p>
<p>-hendrik</p></div>hendriktag:help.beatunes.com,2009-07-24:Comment/489721452021-03-10T15:29:42Z2021-03-10T15:29:43ZCan't get application to open<div><p>Hi Hendrik! Haven't yet, just because I've been so crazy busy! I intend to get to the Genius Bar next week or so.<br>
Thank you for checking in!<br>
On Wednesday, March 10, 2021, 07:20:37 AM CST, hendrik <a href="mailto:tender+d1bbfb0906@tenderapp.com">tender+d1bbfb0906@tenderapp.com</a> wrote:</p>
<table>
<tr>
<td></td>
</tr>
</table></div>Heather Elliotttag:help.beatunes.com,2009-07-24:Comment/489721452021-03-10T19:03:05Z2021-03-10T19:03:05ZCan't get application to open<div><p>I'm curious to read what Apple has to say! :-)</p></div>hendrik