Loading License Information

I downloaded and installed TWS Spire R2 on MacOs 10.12.3.  When I start up the IDE, The Sign In box shows a 'Loading license information' status bar but nothing is ever loadied.  I have waited over 30 minutes and have restarted the IDE multiple times, as well as my Mac.

Any help would be most appreciated.

Bueller?  Bueller?  Bueller?

Any help woudl be appreciated... unusable IDE and my 30 day evaluation time is ticking...

Greetings,

Thank you for contacting us with the issue which you are faced with.

Looks like that The Welkin Suite licensing service can not connect to the server.

I kindly ask you to check or to set the following parameters for your firewall in the 'Security and Privacy' settings - The Welkin Suite Security Policy.

Please let me know if this would help to solve the issue.

Also, can you please send us the log file which is located in the next folder: [User]/Library/Logs/ The Welkin Suite Nova-6.0.

Thank you,

Kate

Thanks for your reply.  The firewall on my Mac is disabled.  I am able to load WelkinSuite on my Windows 10 Virtual Machine (VM Ware Fusion) without issue.  This tells me that the ports/settings are already working within my network and it must be something related specifically to my Mac or the Mac version of WelkinSuite.

I am also attaching my logs as requested.

Hi Greg,

Thank you for your update and for the sent log files.

May I please clarify with you if you have any additional software protection on your Mac?
The reason for the issue is that The Welkin Suite application doesn't have a write access to the files in your user's directory. These files store your TWS licensing information.

Also, can you please check if there are any messages about failed attempts to get access to the files in the 'Security & Policy' settings window?

Thank you,

Kate

I do not have any third party "software protection" on my Mac.  There are also no messages in the Security & Privacy setting on my Mac.

I do have Visual Studio for Mac 7.0 and Xamarin Studio Community 6.0 installed.  I don't know if files would be shared between these appllications.  I don't have either of these programs open when attempting to use the Welkin Suite.

Hi Greg,

Thank you for this additional information.

Since the issue isn't reproduced for us currently, even with installed Xamarin Studio Community 6.0 and Visual Studio for Mac 7.0, we need some more time for the investigation. 

I will contact you in the nearest days when we will have any results how to handle this issue.

Also, can I please ask you some additional details if they would be needed?

Once the issue will be resolved, we will extend your trial for this period.

Thank you,

Kate

Hi Greg,

As I wrote previously, we have investigated that The Welkin Suite doesn't have a write access to the files in your user's directory. More specifically, this is applied to the folder creation and access to write in it.

In a frame of this, currently, I kindly ask you to follow the next steps which can help to solve the issue you are faced with during launching The Welkin Suite IDE:

     1. please set manually the open access to the folder 'Mono' which is located in your '.config' folder; you can use the next steps and command to do it:

1) please open the LaunchPad and enter 'terminal' to launch it;

2) specify the next: chmod -R +rw ~/.config/.mono

3) click Enter.

     2. please check if the 'tws.wallet.bin' file is created in the [User's Folder]/Library/TheWelkinSuite; if yes, please remove it - you can use the next steps for this: 

1) open the terminal again; 

2) specify the command: rm -rf ~/Library/TheWelkinSuite/tws.wallet.bin 

3) click Enter.

After this, please launch The Welkin Suite IDE. 

Looking forward to getting your answer with a result of these actions.

Thank you,

Kate

I followed your instructions.  I do not have the file ~/.config/.mono on my machine in that location.  When I ran find / .mono nothing was found on my Mac.  The tws.wallet.bin folder referenced in the second step was not located on my machine either.

I will attempt to attach screenshots to my reply or send them via email if that fails.

Hi Greg,

Thank you for your response.

The result that you got means that the IDE doesn't have an access to create the 'Mono' folder in your user's directory.

In this case, if this acceptable for you, we kindly ask you to use the next command to give the same permissions as your user has on the computer to The Welkin Suite IDE.

Here it is: sudo open ~/Applications/The\ Welkin\ Suite.app/

This command also should be run in the terminal.

After this, please launch The Welkin Suite.

Thank you,

Kate

When I run sudo open ~/Application/The\ Welkin\ Suite.app, the application is launched but nothing changes.  The program is still churning looking for the license information.  Still no .mono file is found in ~/.config

Hi Greg,

Thank you for your update with the result.

In this case, we can propose you to create this folder manually, and then we would have an ability to analyze the further behavior of The Welkin Suite.

If the IDE won't start properly again, we would ask you to send us your system logs for getting more detailed information about the process itself. Below I describe all the steps for both these operations:

     1. let's create the folder 'mono':

         1) open the terminal and run the command: sudo mkdir ~/.config/.mono - the folder 'mono' will be created;

         2) please enter your user's password;

         3) run the next command: sudo chmod uog+rw ~/.config/.mono - this will allow writing into the created 'mono' folder;

     2. please launch The Welkin Suite IDE;

     3. if the result would be the same as previously and the message 'Loading license information' won't disappear, please send us you system log files; if this acceptable for you, please follow the next steps:

         1) please open the LaunchPad, enter the 'Console' - the Console application would be opened;

         2) at the left part, in the 'Reports' list, please select the 'system.log' element;

         3) open the context menu for it and select the 'Reveal in Finder' item - this will open the Finder with the selected 'system.log' file;

         4) please send us this log file via email.

This file contains the information about each step of launching the IDE and all the exceptions or messages which would help us to find the exact reason for such behavior of the IDE during starting.

Since we haven't been faced with this issue before and it isn't reproduced for us, we greatly appreciate your help in our investigation.

Thank you for this.

Best Regards,

Kate

I ran your instructions as requested and was able to create the .mono directory, change write permissions and get The Welkin Suite to start.

However... when I try to connect to my Sandbox, I get an error message about INVALID_LOGIN.  After I closed and restarted The Welkin Suite, I attempted to connect to the same org and I recieved an erorr about UNSUPPORTED_CLIENT: TLS1.0.  I have verified that I am using correct credentials and token.

Please note, Command+Q does not quit the application.  I always have to force quit.

I will send screenshots via email.

Hi Greg,

Thank you for your response.

Since you are using the related products such as Visual Studio for Mac and Xamarin Studio Community, these products use the same resources as The Welkin Suite IDE.

Currently, to continue using the IDE, this is necessary to re-install The Welkin Suite to recover this resources. This will solve the issue which you are faced with in TWS when you create a project.

At the same time, I want to draw your attention that after this Visual Studio for Mac and Xamarin Studio Community can warn you about the untrusted certificates for any HTTP connections.

Thank you,

Kate

That worked, thank you.  I am abe to use The Welkin Suite now.

I know Visual Studio and Xamarin Studio are not your products, but do you know how to get the HTTP warning to go away?  Previously, all I had to do was get the latest updates and it resolved itself.  I have the most up-to-date software installed for both of them.

Hi Greg,

Thank you for your response with the result!

The current version of Mono Framework doesn't support TLS 1.0 which is mandatory for connections to Salesforce, this is why The Welkin Suite IDE uses the custom build of the Framework with supported TLS 1.0.

In a frame of this, further updates of Visual Studio for Mac and Xamarin Studio Community can break the work of the IDE, and this would be necessary to reinstall TWS again.

As far as we know, there is no ability to hide the HTTP warnings.

Please let us know if you would have any additional questions.

Thank you,

Kate