Can't get application to open

Heather Elliott's Avatar

Heather Elliott

14 Jan, 2021 08:58 PM

Hello, I downloaded the Beatunes DMG for my apple macbook air, which has OS 10.14.6 and the right hardware. I dragged the Beatunes logo to the Applications folder as instructed, and it appeared to be loading. At the end I heard the Apple sound that suggests things didn't go correctly (kind of a "bwanh" sound), but Beatunes shows in the applications folder and in the Dock. I then clicked in the Applications folder to open it. The Beatunes icon in the Dock bounced a few times and then a window popped up saying "this is an application from the internet - do you want to open it?" clicked "open." Then nothing happened. If I click on the Beatunes icon in the dock, it bounces once and then just sits there. I tried closing everything else, but Beatunes isn't open. I tried deleting, downloading again, and reinstalling - same problem.

  1. Support Staff 1 Posted by hendrik on 16 Jan, 2021 02:05 PM

    hendrik's Avatar

    Hi Heather,

    I assume you are using beaTunes version 5.2.18.

    If you can find them, can you please send me your logs?
    Here's a KB article on how to find them: http://help.beatunes.com/kb/troubleshooting/where-are-the-beatunes-...

    Thanks,

    -hendrik

  2. 2 Posted by Heather Elliott on 17 Jan, 2021 11:33 AM

    Heather Elliott's Avatar

    The logs should be attached in a zip file.
    Yes, the dmg file is called beaTunes-5-12-18
    Thank you!

        On Saturday, January 16, 2021, 08:05:28 AM CST, hendrik <[email blocked]> wrote:

    |

  3. Support Staff 3 Posted by hendrik on 17 Jan, 2021 01:02 PM

    hendrik's Avatar

    Hey Heather!

    Thanks for the logs. Those are from 2015! :-)

    It looks like the failure happens very early. What kind of hardware is this?

    Can you please try the following:

    • Open the Terminal app (you can start it by typing Terminal into spotlight, the Apple search)
    • Assuming beaTunes 5 is installed in the regular Applications folder, please type: /Applications/beaTunes5.app/Contents/MacOS/beaTunes5

    This should attempt to start the application and log any errors to the Terminal window.
    Can you please copy and paste the output into this discussion?

    Thank you,

    -hendrik

  4. 4 Posted by Heather Elliott on 18 Jan, 2021 11:39 AM

    Heather Elliott's Avatar

    Hi! Here you go. Does it have something to do with Java?

    Last login: Mon Jan 18 05:37:41 on ttys000

    [HEATHERs-MacBook-Air:~] heather% /Applications/beaTunes5.app/Contents/MacOS/beaTunes5

    [0.005s][error][logging] Error opening log file '.beaTunes-gc.log': Permission denied

    [0.005s][error][logging] Initialization of output 'file=.beaTunes-gc.log' using options '(null)' failed.

    Invalid -Xlog option '-Xlog:gc*:file=.beaTunes-gc.log', see error log for details.

    Error: Could not create the Java Virtual Machine.

    Error: A fatal exception has occurred. Program will exit.

    [HEATHERs-MacBook-Air:~] heather% 

        On Sunday, January 17, 2021, 07:02:13 AM CST, hendrik <[email blocked]> wrote:
     
       
    |

  5. Support Staff 5 Posted by hendrik on 18 Jan, 2021 07:42 PM

    hendrik's Avatar

    Hi Heather,

    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 .beaTunes-gc.log. 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 . are usually not shown).

    Can you please start the Terminal app again, type ls -la .beaTunes-gc.log and send me the output?

    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): sudo rm -f .beaTunes-gc.log Running anything with sudo (i.e. as Administrator) will cause a password prompt. This is to be expected.

    Thanks,

    -hendrik

  6. 6 Posted by Heather Elliott on 19 Jan, 2021 07:47 PM

    Heather Elliott's Avatar

    This is the response:
    Last login: Mon Jan 18 05:38:08 on ttys000
    [HEATHERs-MacBook-Air:~] heather% ls -la .beaTunes-gc.log

    ls: .beaTunes-gc.log: No such file or directory

    [HEATHERs-MacBook-Air:~] heather% 

        On Monday, January 18, 2021, 01:42:48 PM CST, hendrik <[email blocked]> wrote:
     
       
    |

  7. Support Staff 7 Posted by hendrik on 19 Jan, 2021 08:46 PM

    hendrik's Avatar

    Hey Heather,

    that's weird (to me), but thanks for trying this.

    Let's do the following:

    • Open the Applications folder with Finder
    • Right-click on beaTunes5
    • Select Show Package Contents
    • Open the folder Contents
    • Right-click on Info.plist
    • Select Open With and then Other
    • Choose TextEdit (the easiest way to find it to simply type it into the search box)
    • In that file, find the line <string>-Xlog:gc*:file=.beaTunes-gc.log</string>, delete that line and save the file.
    • Then start beaTunes

    Hopefully this ensure that beaTunes starts.

    Thanks,

    -hendrik

  8. 8 Posted by Heather Elliott on 20 Jan, 2021 10:57 PM

    Heather Elliott's Avatar

    OK, did that and BeaTunes started! Thank you!
    Then I got a message about macOS preventing Beatunes from communicating with itunes. 
    I 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. 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).

        On Tuesday, January 19, 2021, 02:46:30 PM CST, hendrik <[email blocked]> wrote:
     
       
    |

  9. Support Staff 9 Posted by hendrik on 21 Jan, 2021 08:34 PM

    hendrik's Avatar

    Hi Heather,

    OK, did that and BeaTunes started! Thank you!

    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.

    Then I got a message about macOS preventing Beatunes from communicating with itunes.

    If you can, please send a screenshot of that message.

    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.

    Again. Odd. Can you please upload your beaTunes logs from within the app via Help -> Upload Logs (if you can get to the menu).

    Thanks!

    -hendrik

  10. 10 Posted by Heather Elliott on 23 Jan, 2021 10:25 PM

    Heather Elliott's Avatar

    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.

        On Thursday, January 21, 2021, 02:34:18 PM CST, hendrik <[email blocked]> wrote:
     
       
    |

  11. Support Staff 11 Posted by hendrik on 25 Jan, 2021 12:43 PM

    hendrik's Avatar

    Hey Heather,

    I'm not sure why this is all so difficult, but want to make sure you are aware of our refund policy. Just say the word and you will get your money back (within 60 days of purchase).

    With that out of the way, please check your system preferences again.
    Under Privacy -> Automation, you should now see beaTunes or beaTunes5 (see attached sample screenshot).

    If you don't, please stop beaTunes, open the Terminal again and run:

    tccutil reset AppleEvents
    

    Then start beaTunes.

    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.

    After succeeding to authorize beaTunes to talk to iTunes, feel free to rebuild/repair the database.

    Hope this helps,

    -hendrik

    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 here.

  12. 12 Posted by Heather Elliott on 25 Jan, 2021 07:16 PM

    Heather Elliott's Avatar

    Thank you so much for your patience! I will try what you have recommended.

        On Monday, January 25, 2021, 06:43:32 AM CST, hendrik <[email blocked]> wrote:
     
       
    |

  13. Support Staff 13 Posted by hendrik on 26 Jan, 2021 07:09 AM

    hendrik's Avatar

    Thank you so much for your patience!

    No worries! This really should work out of the box.

  14. 14 Posted by Heather Elliott on 27 Jan, 2021 11:04 PM

    Heather Elliott's Avatar

    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).  
    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.

        On Monday, January 25, 2021, 06:43:32 AM CST, hendrik <[email blocked]> wrote:
     
       
    |

  15. Support Staff 15 Posted by hendrik on 28 Jan, 2021 07:19 AM

    hendrik's Avatar

    Hi Heather,

    I'm sorry this didn't work.

    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.

    The screenshot you attached is "beaTunes5 quit unexpectedly", not "beaTunes did not shot down properly". So I guess you got both?

    Can you please attach a fresh set of logs?

    Thanks,

    -hendrik

  16. 16 Posted by Heather Elliott on 29 Jan, 2021 06:34 PM

    Heather Elliott's Avatar

    I apologize, I may not have noticed the difference between the two message (if indeed they were different)! I have attached the logs. 
    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.
        On Thursday, January 28, 2021, 01:19:29 AM CST, hendrik <[email blocked]> wrote:
     
       
    |

  17. Support Staff 17 Posted by hendrik on 30 Jan, 2021 12:42 PM

    hendrik's Avatar

    Hey Heather,

    thanks for the logs.

    Please do tell me if you think there's something corrupted on my end that is causing the problems.

    Given the earlier problem we faced with that Info.plist 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 this one 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.

    Cheers,

    -hendrik

Reply to this discussion

Internal reply

Formatting help / Preview (switch to plain text) No formatting (switch to Markdown)

Attaching KB article:

»

Attached Files

You can attach files up to 10MB

If you don't have an account yet, we need to confirm you're human and not a machine trying to post spam.

Keyboard shortcuts

Generic

? Show this help
ESC Blurs the current field

Comment Form

r Focus the comment reply box
^ + ↩ Submit the comment

You can use Command ⌘ instead of Control ^ on Mac