NeoOffice Download and Installation Issues

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-==Before Installing==+__TOC__
-===Do I need to uninstall a previous version of NeoOffice first?===+<div id="Downloading_NeoOffice_Classic_Edition_from_our_website"></div>
 +==Downloading NeoOffice Professional Edition or Classic Edition from our website==
-Users often ask if they need to [[Uninstalling NeoOffice|uninstall]] NeoOffice before installing a newer version. The short answer is '''NO'''; in fact, completely uninstalling NeoOffice using the linked instructions before launching the new version may actually cause your old preferences to be reset and dictionaries, macros and other user files to be deleted.+{{bluebox|Request refund}}
-NeoOffice 2.0 will install over top of an existing NeoOffice 1.2.2 installation, replacing the old version while preserving a number of "user" files that live inside of the application bundle. On first launch, NeoOffice 2.0 will also offer to import your NeoOffice 1.2.2 preferences. After upgrading, you should be sure to [[Changing_the_Language_of_the_User_Interface#Upgrading_NeoOffice_and_language_packs|install the most current version of any language packs]] and [[Activating_Dictionaries#Activating_the_Writing_Tools_for_Your_Preferred_Language|check for upgrades to any installed dictionaries]].+To download NeoOffice from our website, use the following steps:
-====Upgrading from NeoOffice/J 1.1====+# Go to the [http://www.neooffice.org/neojava/download.php?fragment=download NeoOffice download page] and press the {{button|NeoOffice Professional Edition}} or {{button|NeoOffice Classic Edition}} button.
 +# Login using the e-mail address that you used when you made your last PayPal payment.
 +# If you purchased NeoOffice Professional Edition or Classic Edition within the last year, NeoOffice will begin downloading. If you did not purchase NeoOffice Professional Edition or Classic Edition within the last year, press the {{button|Pay with PayPal or credit card}} button and, after you complete your payment, NeoOffice will begin downloading
-NeoOffice 2.0 installs separately from NeoOffice/J 1.1 in <tt>/Applications</tt> and will offer to import the NeoOffice/J 1.1 preferences into its new preferences folder the first time it launches. You can use either version without affecting the other after this point. After installing NeoOffice 2.0, you should be sure to [[Changing_the_Language_of_the_User_Interface#Upgrading_NeoOffice_and_language_packs|install the most current version of any language packs]] and [[Activating_Dictionaries#Activating_the_Writing_Tools_for_Your_Preferred_Language|check for upgrades to any installed dictionaries]].+<p style="font-size: large; font-weight: bolder">Download fails or cannot open downloaded file</p>
-If you no longer want to keep one of the versions, follow the [[Uninstalling NeoOffice]] instructions; be sure to '''empty the trash''' or documents may fail to open in the remaining version (this is an Apple bug).+This error usually means that the NeoOffice .dmg file was not completely downloaded. The NeoOffice download file is very large and some internet service providers disconnect your connection to our web server before the download has finished.
-== Installation Issues ==+To fix this problem, try the following steps. These steps will use Safari to resume the download without starting a new download. Safari has the ability to resume the download if your internet service provider disconnects your connection. Note: these steps only work in Safari and they do not work in Firefox or Chrome:
-=== When double-clicking on the .dmg file, there is an error about "No mountable file systems" ===+# [[Image:Safari resume downloading.png|right]]Launch the Safari web browser and load the [http://www.neooffice.org/neojava/download.php?fragment=download NeoOffice download page] in Safari
 +# Start a new download of NeoOffice by clicking on the {{button|NeoOffice Professional Edition}} or {{button|NeoOffice Classic Edition}} button and logging in using your e-mail address
 +# Every few minutes, check on the download by clicking the {{button|Downloads}} toolbar button as shown in the screen snapshot to the right. If the progress bar in the {{prefName|Downloads}} popup window is replaced by an error message, press the {{button|Resume downloading}} icon that is circled in red.
 +# After pressing the {{button|Resume downloading}} icon, the download progress bar should reappear and the download should resume. If the download stops again, repeat the previous step.
-This error usually means that the NeoOffice .dmg was not completely downloaded. Some combinations of browsers and internet connections frequently cause large downloads like NeoOffice to stop before the entire file is downloaded but do not inform the user that the download has failed.+<p style="font-size: large; font-weight: bolder">NeoOffice installer fails to launch</p>
-In this case, you might try using the command-line <tt>curl</tt> tool to complete the download (this tool is also useful if you are on a dial-up connection and may need to stop and start the download to use the phone line). Instructions on using <tt>curl</tt> to download NeoOffice can be found [[Using curl to download NeoOffice|here]].+[[Image:Verifying_dialog.png|right]]If you can open the NeoOffice .dmg file but double-clicking on the NeoOffice installation file does nothing or you only see a dialog like the one shown in the screen snapshot to the right, try the following: right-click or Control-click on the file and, in the popup menu that appears, select the {{prefName|Open With}} > {{prefName|Installer}} menu item.
-=== When running the NeoOffice installer, the "test" returns with "NeoOffice can not be installed on this computer." ===+If selecting the {{prefName|Open With}} > {{prefName|Installer}} menu item does not open the NeoOffice installation file, reboot your computer into "safe mode" using [https://support.apple.com/HT201262 these steps]. Rebooting into safe mode forces OS X to clear and recreate the security files that control launching and verifying the NeoOffice installer.
-The BSD subsystem is installed by default on 10.3.x and 104.x as part of the '''BaseSystem.pkg.''' If this problem occurs on 10.3.x machines, your BSD subsystem may have been somehow removed or messed up. It is not recommended that you reinstall '''BaseSystem.pkg''' alone, since this may leave your system in an unuseable state. Instead, reinstall Mac OS X from your retail CD; select the "Upgrade" option to preserve all of your settings, documents, etc. Then reinstall the latest Mac OS X updates and security updates to return you system to an up-to-date state.+<p style="font-size: large; font-weight: bolder">I want to download NeoOffice Classic Edition but I only see NeoOffice Professional Edition</p>
-'''N.B.''': ''Since this requires a fairly significant amount of work, and perhaps time, you should probably check the [http://trinity.neooffice.org/modules.php?name=Forums trinity forums] first and see if someone can determine if something else is the problem and find another solution.''+If you are running Mac OS X 10.8 - macOS 10.12 and you do not want to upgrade to NeoOffice Professional Edition, you can download the older NeoOffice Classic Edition version [http://www.neooffice.org/neojava/en/mirrors.php?file=NeoOffice-2015.12_Classic_Edition-Intel.dmg here].
-=== Installation fails with a "generic" error message ===+<p style="font-size: large; font-weight: bolder">I want to download NeoOffice 3.4.1 but I only see NeoOffice Classic Edition</p>
-For some users, installation will fail and the following error message will appear:+If you are running Mac OS X 10.6 - 10.10 and you do not want to upgrade to NeoOffice Classic Edition, you can download the older NeoOffice 3.4.1 version [http://www.neooffice.org/neojava/mirrors.php?file=NeoOffice-3.4.1.28-Intel.dmg here].
-<pre>There were errors installing the software+==Downloading NeoOffice from the Mac App Store==
-Please try installing again.</pre>+
-If you see this message, you need to open the System Preferences application (<tt>/Applications/System Preferences</tt>), click on the '''International''' icon, select the '''Languages''' tab, move '''English''' to the top of the list, log out, login again, and then rerun the installer. After installation, you can (and should) [[NeoOffice_Installation_Issues#Check your language settings before launching NeoOffice|revert to your preferred language]].+A version of NeoOffice is in Apple's Mac App Store which you can download from [https://itunes.apple.com/us/app/neooffice/id639210716?mt=12 here]. Although our Mac App Store version costs more than our Professional Edition or Classic Edition versions, you only need to purchase the Mac App Store version once and then all upgrades to future Mac App Store versions will be free.
-This behavior is required to work around a rare but serious bug in the Mac OS X Installer on some versions of Mac OS X; for more information, see [http://www.planamesa.com/neojava/download.php#problems this section of the Download instructions].+<!--
 +==Before Installing==
 + 
 +<p style="font-size: large; font-weight: bolder">Do I need to uninstall a previous version of NeoOffice first?</p>
 + 
 +No. NeoOffice will install over an existing NeoOffice installation. After upgrading, you may want to [[Adding Additional Dictionaries#Installing Third-Party Dictionaries for OpenOffice.org|check for upgrades to any third-party dictionaries that you may have previously installed]].
 + 
 +<p style="font-size: large; font-weight: bolder">Can I have two versions of NeoOffice installed on the same machine?</p>
 + 
 +Yes. To install a second version of NeoOffice, use the following steps:
 + 
 +# In the Finder, create a copy of your NeoOffice installation by navigating to the {{prefName|Applications}} folder and right-clicking or Control-clicking on the NeoOffice icon. In the popup menu that appears, select the {{prefName|Duplicate}} menu item. This will create a new NeoOffice installation in the {{prefName|Applications}} folder.
 +# Install the new version of NeoOffice. The installer will upgrade either the original installation or the copied installation that you created but it will not upgrade both.
 +# When you no longer need to use one of the versions, drag the undesired version of NeoOffice from the {{prefName|Applications}} folder to the Trash, empty the Trash.
 + 
 +Note: while you can have two versions of NeoOffice installed on the same machine, in most cases only one version can be run at a time. You must quit the running version of NeoOffice before you launch a different version of NeoOffice.
 + 
 +<p style="font-size: large; font-weight: bolder">Do I need to uninstall OpenOffice or LibreOffice first?</p>
 + 
 +No. NeoOffice will not harm your OpenOffice or LibreOffice installation. NeoOffice uses separate folders to store your user preferences, macros, and extensions so you do not need to uninstall either OpenOffice or LibreOffice.
 + 
 +To have the Finder open files in NeoOffice instead of in OpenOffice or LibreOffice, see [[Setting_the_Default_Application|Setting the default application]].
 +-->
 +<div id="NeoOffice_Classic_Edition_Installation_Issues"></div>
 +== NeoOffice Profession Edition and Classic Edition Installation Issues ==
 + 
 +<p style="font-size: large; font-weight: bolder">Cannot save documents</p>
 + 
 +[[Image:NeoOffice cannot save free edition.png|right]]If you see the dialog shown in the screen snapshot to the right when you edit or try to save a document, then the problem is that you have launched NeoOffice Viewer. NeoOffice Viewer can only view files and cannot save documents.
 + 
 +If you have already installed NeoOffice Professional Edition or Classic Edition, you can fix this problem by deleting NeoOffice Viewer using [[#Post-Installation_and_First_Launch_Issues|these steps]].
 + 
 +<p style="font-size: large; font-weight: bolder">When double-clicking on the .dmg file, there is an error about "image not recognized"</p>
 + 
 +This error usually means that the NeoOffice .dmg file was not completely downloaded. To fix this problem, [[#Download_fails_or_cannot_open_downloaded_file|try these steps]].
-=== Why does the NeoOffice installer request my administrator password? ===+<p style="font-size: large; font-weight: bolder">Installation stalls when it gets to the "Select Destination" panel</p>
-In [http://trinity.neooffice.org/modules.php?name=Forums&file=viewtopic&t=1210 this thread], Patrick Luby explains the reasons for this requirement:+The installer sometimes hangs when it gets to the "Select Destination" panel and no drives in that panel will be selectable.
-:Administrator access is required because Neo/J uses OpenOffice.org's multi-user installation. This doesn't require admin access, but in the early days of Neo/J testing, we found that the OOo code has a very bad habit of trying to edit the installed files if the files are owned by the same user that is running Neo/J. This can really muck up a Neo/J installation over time.+<p style="font-weight: bolder">Unreachable or unreadable volumes on your Mac</p>
 +The Apple Installer is known to hang when probing all of the volumes on your system if any of your volumes are unreadable.
-:So, to prevent the OOo code from editing any of the files in the installation, the installer executes <tt>chown -Rf root:admin</tt> and <tt>chmod -Rf a-w</tt> all of the Neo/J files. +Try opening each of the volumes on your desktop in the Finder and unmounting any iPods. Once you can open all volumes, then try rerunning the installer. If opening any volumes causes the Finder to hang, you have found the cause of the problem and you might need to reboot to force Mac OS X to unmount the offending volume.
-=== When upgrading from NeoOffice/J 1.1 Alpha or older to a new version, the old brown icon remains in the Dock. ===+<p style="font-weight: bolder">Virus Barrier X6 software</p>
 +VirusBarrier X6 is known to crash while scanning NeoOffice’s pre-installation scripts, thereby blocking the Apple Installer from continuing. Sometimes after a period of 10 minutes Apple’s installer will recover.<!--https://trinity.neooffice.org/modules.php?name=Forums&file=viewtopic&p=60658#60658-->
-For those of you who are upgrading from 0.x or 1.1 Alpha to 1.1 Beta or newer (including 1.2 Alpha), the new icon (a tan ship in a dark blue circle) does not show up in the Dock if the old brown one is already there. Drag the existing icon out of the Dock until it goes poof, then start NeoOffice. Now the new icon appears in the Dock. Choose Keep in Dock.+You may be able to prevent this problem from occurring by temporarily disabling the “Scanning & Firewall” feature of VirusBarrier X6 before trying to install NeoOffice or a NeoOffice patch.<!-- https://trinity.neooffice.org/modules.php?name=Forums&file=viewtopic&p=61309#61309 -->
-== Patching Issues ==+If neither temporarily disabling the “Scanning & Firewall” feature of VirusBarrier X6 nor waiting 10 minutes of the Apple Installer to recover works, you may have to completely uninstall VirusBarrier X6.
-=== The patch installation fails with a "generic" error message ===+<p style="font-size: large; font-weight: bolder">Installation fails with a "Install Failed. The source media you are installing from is damaged" error message</p>
For some users, installation will fail and the following error message will appear: For some users, installation will fail and the following error message will appear:
-<pre>There were errors installing the software+<pre>Install Failed. The source media you are installing from is damaged</pre>
-Please try installing again.</pre>+
-See [[#Installation fails with a "generic" error message|Installation fails with a "generic" error message]] in the '''Installation Issues''' section above.+If you see this message, most likely the disk image you downloaded is corrupted. We recommend that you delete the corrupted file and redownload NeoOffice.
-=== The patch installer refuses to start the installation. ===+<p style="font-size: large; font-weight: bolder">Why does the NeoOffice installer request my administrator password?</p>
-Under Mac OS X 10.3.x and 10.4.x, the installer will provide a red "stop" sign with exclamation point; clicking on the volume will produce the error message "You cannot install this software on this volume" as well as some further information about the problem (or on 10.4.x, "Could not find specified message for index 16", which is a bug in the 10.4.x installer).+The NeoOffice installer is designed to not only support launching NeoOffice on a single user machine, but also to support launching NeoOffice from a shared network volume and launching NeoOffice by any user on a multi-user machine. We have found that installing as an administrative user is the only reliable way to handle all of these types of installation.
-There are two cases in which these messages might appear.+== Mac App Store Installation Issues ==
-==== The patch is for a version of NeoOffice newer than the version installed on your computer ====+{{bluebox|Request refund}}
-Patches for NeoOffice 1.2.x '''will not apply''' to NeoOffice/J 1.1 or below. Each time NeoOffice moves to a new version of the OpenOffice.org codebase (including OpenOffice.org minor point releases), the patches for the new version will be incompatible with older versions of NeoOffice. NeoOffice 1.2.x uses the OpenOffice.org 1.1.5 codebase while NeoOffice/J 1.1 (final) used the 1.1.4 codebase. As described in [http://www.macosxhints.com/article.php?story=2005012811400696 this thread], "It would be like trying to apply the Mac OS X 10.3.1 updater to Mac OS X 10.2.8...."+<p style="font-size: large; font-weight: bolder">NeoOffice does not launch or NeoOffice Viewer launches</p>
-If you open NeoOffice and select "About" from the "Help" menu, the version reported in the About window should be '''NeoOffice 1.2.2''' (as of March 2006).+If NeoOffice does not launch or NeoOffice Viewer launches, we recommend that you try the following steps. These steps will force Apple's App Store application to redownload NeoOffice:
-To fix this problem, drag '''NeoOffice''' from the '''Applications''' folder to the '''Trash'''. Then download and install the latest version and the new patch that goes with it. See the [[NeoOffice Release Notes]] to learn which version is the latest.+*Quit NeoOffice
 +*Move NeoOffice to the Trash and empty the Trash
 +*Reboot your machine (note: this step is very important because if you do not reboot, the steps below may not work)
 +*Launch Apple's App Store application, select the {{prefName|Store}} > {{prefName|Sign In}} menu item, and login using your Apple iTunes account
 +*In the App Store application, click on the {{button|Purchases}} toolbar button and press the {{button|Install}} button to the right of NeoOffice
 +*Wait for NeoOffice to finish downloading before you try to launch NeoOffice
-==== NeoOffice is not located in the <tt>/Applications</tt> folder ====+<p style="font-size: large; font-weight: bolder">The Mac App Store has not finished installing NeoOffice after several minutes</p>
-The message will also appear if you have moved NeoOffice from your <tt>/Applications</tt> folder, or if you have renamed NeoOffice. The patch installer will only search the <tt>/Applications</tt> folder for NeoOffice installations; <tt>/Applications</tt> is the only supported location for installing NeoOffice.+If you see the {{button|Installing}} button in Apple's App Store application for more than a few minutes, this usually means that the App Store application is still downloading NeoOffice from Apple's servers. NeoOffice is a very large download so Apple's App Store application will show the {{button|Installing}} button for at least a few minutes and, if you have a slow internet connection, 15 minutes or longer.
-To fix this problem, quit the installer and move NeoOffice back into your <tt>/Applications</tt> folder (or rename the application "NeoOffice"). Because the underlying OpenOffice.org stores a number of absolute pathnames in its configuration and preference files, you will also have to delete the <tt><username>/Library/Preferences/NeoOffice-1.x</tt> folder or you will experience errors running NeoOffice in the future. Then run the installer again to install the patch.+To see the NeoOffice download progress, click on the {{button|Purchases}} toolbar button in the App Store application as shown in the screen snapshot below. The App Store application will usually finish the installation within a minute or two after the download is finished.
 + 
 +[[Image:NeoOffice download progress macappstore.png]]
== Post-Installation and First Launch Issues == == Post-Installation and First Launch Issues ==
-===Check your language settings before launching NeoOffice===+<p style="font-size: large; font-weight: bolder">Cannot save documents</p>
-NeoOffice adopts the uppermost language of the '''Languages:''' box of the '''International''' pane of the Mac OS X System Preferences as its own language for spellchecking (assuming that the necessary [http://www.planamesa.com/neojava/download.php#installlanguages language pack] is already installed or the language is one of the default 12 languages). +[[Image:NeoOffice cannot save free edition.png|right]]If you see the dialog shown in the screen snapshot to the right when you edit or try to save a document, then the problem is that you have launched NeoOffice Viewer. NeoOffice Viewer can only view files and cannot save documents.
-Be aware that some languages have more than one form (e.g., English has US English, British English, Australian English, etc.) as the possible selection; click the '''Edit List...''' button in the '''Language''' tab of the '''International''' pane of the Mac OS X System Preferences to add your version of the language, and then drag and drop it to the top of the list in the '''Languages:''' box before launching NeoOffice for the first time. +To fix this problem, right-click or Control on the NeoOffice icon in the Dock while NeoOffice Viewer is still running. In the popup menu that appears, select the {{menu|Options}} > {{menu|Show in Finder}} menu item. A Finder window will appear. Quit NeoOffice, drag the NeoOffice application in that Finder window to the Trash, and empty the Trash.
-See [[Activating Dictionaries]] for further details on issues with certain languages.+If you have not already installed NeoOffice Professional Edition or Classic Edition or NeoOffice from the Mac App Store, install either now. If you already installed one of them, double-clicking on a NeoOffice file in the Finder should now launch NeoOffice Professional Edition or Classic Edition or NeoOffice from the Mac App Store.
-===Why does NeoOffice 1.2.x “hang” part-way through startup?===+<p style="font-size: large; font-weight: bolder">Check your language settings before launching NeoOffice</p>
-NeoOffice 1.2.x will appear to "hang" (the progress bar will stall between the "n" and "O" in "OpenOffice.org" in the tagline) during startup. This is normal behavior; the delay is caused by the initialization of native fonts. NeoOffice/J 1.1 and earlier initialized native fonts during the long delay prior to the appearance of the splashscreen, so the problem was less noticeable—although that behavior often caused people to wonder if the application was actually launching!+NeoOffice uses the first language in the '''Preferred languages:''' list in the '''Language & Region''' panel in the System Preferences application.
-The length of this delay will vary depending on the number of fonts you have installed; you can shorten the delay considerably by using Font Book to disable fonts you do not use. (Make sure not to disable [http://docs.info.apple.com/article.html?artnum=301332 fonts required by Mac OS X] [[http://docs.info.apple.com/article.html?artnum=25710 10.3.x list]], of course.) <!--need a link to list of fonts req'd by the OS and Apple apps-->+Some languages have more than one form (English has US English, British English, Australian English, etc.). To add another language or language form, launch the System Preferences application, click on the '''Language & Region''' icon, and click the {{button|+}} button below the '''Preferred languages:''' list. After adding a new language, move that language to the top of the '''Preferred languages:''' list and restart NeoOffice.
-You may also experience slow startup after you rebooted your Mac. This is normal as the first time that NeoOffice is run, all fonts get fully loaded. This is because the OpenOoffice.org code needs data on all available fonts. This loading takes extends the startup phase the first time that NeoOffice is run (i.e. a cold start). Successive launches (i.e. warm restarts) will be much faster since all fonts are already fully loaded.+See [[Troubleshooting Spellcheck]] for further details on issues with certain languages.
-This is no longer an issue in NeoOffice 2.0 Alpha 4 with Patch-1 or higher; native fonts are now only initialized when they are needed (as a result of this change, the Font drop-down menu now displays font names using the standard UI font).+<p style="font-size: large; font-weight: bolder">Why doesn't NeoOffice let me run it as "root"?</p>
-===Why doesn't NeoOffice let me run it as “root”?===+Running as root is disabled on purpose. Several years ago we found that when running as root, NeoOffice's underlying OpenOffice code would modify files in the NeoOffice application folder. This, in turn, caused NeoOffice to not be launchable from a shared network volume or launchable by any non-root user on a multi-user machine.
-In [http://trinity.neooffice.org/modules.php?name=Forums&file=viewtopic&t=2077 this thread], Patrick Luby explains the reasons for this requirement:+If you are logged in as "root", you can run NeoOffice as a non-root user using the following steps:
-:Running as root is disabled on purpose. Over a year ago I added this code because we found that running as root causes the underlying OpenOffice.org code to act like it is in "single-user install" mode. In this mode, OpenOffice.org starts writing user preferences in the <tt>/Applications/NeoOffice.app</tt> files. This, in turn, makes Neo pretty much unusable for any other user account on your machine.+# Go to the Finder and launch the {{prefName|Terminal}} application (<tt class="notranslate">/Applications/Utilties/Terminal</tt>)
-<!--+# Execute the following command in the Terminal window. Note: replace <tt class="notranslate">"<non-root user>"</tt> with the name of a non-root user on your machine:
-:The only way to run Neo while logged in as root is to execute Neo as a non-root user in a terminal:+<pre>sudo -H -u <non-root-user-name> /Applications/NeoOffice.app/Contents/MacOS/soffice.bin</pre>
-:<pre>sudo -H -u <non-root-user-name> /Applications/NeoOffice.app/Contents/MacOS/soffice.bin</pre>+<p style="font-size: large; font-weight: bolder">Why does NeoOffice Professional Edition and Classic Edition access the internet after the first launch?</p>
-:'''Note that the "-H" and "-u" parameters must be used.''' -->+When you first install a version of NeoOffice Professional Edition or Classic Edition and once a week thereafter, NeoOffice will connect to our servers to check if there are any NeoOffice updates. If an update is available, NeoOffice will display a dialog prompting you to download the latest update.
-Also note that running as (or even enabling) root is discouraged under Mac OS X, and one should only use root if one is an experienced UNIX admin and has a good reason to do so.+If you do need to disable this update checking feature (for example, you are in a managed environment and will be handling mass-deployment of NeoOffice patches yourself), see [[Disabling Patch Checking]] for instructions. If you disable patch checking, we recommend that you to follow us on Twitter [http://twitter.com/NeoOffice @NeoOffice] to get notified of all NeoOffice release announcements.
-=== Why does NeoOffice access the Internet after the first launch? ===+<p style="font-size: large; font-weight: bolder">Troubleshooting</p>
-NeoOffice is regularly being improved. Bugs are being fixed and new features are constantly being added.+Troubleshooting tips for other common problems can be found on the [[Troubleshooting Tips]] page.
-When you first install alpha, beta, or release candidate versions of NeoOffice, and about once a week thereafter, the application will check the Internet to inform you of any [[NeoOffice Release Notes|new recommended patches or updates]] so that you can be sure that your version is always up-to-date.+== Java Installation Issues ==
-If a new patch is found, your preferred web browser should open and take you to the patch download page.+<p style="font-size: large; font-weight: bolder">NeoOffice Professional Edition and Classic Edition</p>
-Staying up-to-date will not only increase the stability of your software, it will cut down on the large number of "duplicate" bugs filed that have already been fixed in released patches. This helps ensure that limited development time can be spent on unfixed bugs and adding new features.+Some features in NeoOffice Professional Edition and Classic Edition require Java. If you see the dialog shown below while running NeoOffice Professional Edition or Classic Edition, you need to install the [http://www.neooffice.org/neojava/javadownload.php Java SE Development Kit (JDK) from Oracle].
-This "patch-check" feature is often disabled in final release versions, such as NeoOffice/J 1.1, since they are relatively stable and well-tested, and because users wish to deploy final releases in computer labs and enterprise environments.+To download the Java SE Development Kit (JDK) from Oracle, press the {{button|Download}} button in the dialog shown below or download it from [http://www.neooffice.org/neojava/javadownload.php here]. Note: only Oracle's JDK will work NeoOffice Professional Edition and Classic Edition. Neither Apple's Java nor Oracle's Java SE Runtime Environment (JRE) will work.
-=== NeoOffice performance is rather lackluster and I see redrawing. Can I speed this up? ===+[[Image:Java not found dialog.png]]
-The redrawing is an unavoidable result of the combination of OpenOffice.org code and Java. Some of this will always remain. On a fast machine, it is so quick as to be barely noticable.+<p style="font-size: large; font-weight: bolder">Mac App Store</p>
-In order to maximize your performance (and security) with NeoOffice, you should download and install Apple's lastest Java 1.4.2 update. There is a version for [http://www.apple.com/support/downloads/java131and142release2.html Tiger] and for [http://www.apple.com/support/downloads/javasecurityupdate.html Panther].+Apple does not allow applications in the Mac App Store to use Java so [http://www.neooffice.org/neojava/macappstore.php?fragment=javapython all features that require Java have been removed] from the Mac App Store version of NeoOffice.
-You can check your version by opening a terminal and typing <tt>java -version</tt>. If you get an output that says <tt>java version "1.4.2_09"</tt> (the latest at the time of writing) or higher, you should get good performance. You can find a chronological list of updates from [http://docs.info.apple.com/article.html?artnum=61798 Apple's website].+If you purchased NeoOffice from the Mac App Store but you need to use a feature that uses Java, we recommend that you do the following steps:
-For other tips on improving performance, see [[Troubleshooting_Tips#Performance|the Performance section]] of the [[Troubleshooting Tips]] article.+# [[#How do I uninstall NeoOffice?|Uninstall the Mac App Store version of NeoOffice]]
 +# Purchase NeoOffice Professional Edition or Classic Edition from the [http://www.neooffice.org/neojava/download.php?fragment=download NeoOffice download page]
 +# [http://www.labnol.org/software/mac-app-store-refund-purchase/28774/ Ask Apple for a refund] of your Mac App Store purchase
-=== Why does NeoOffice ask me to register when I first run it? ===+== Patch Installation Issues ==
-Registration is not required to use NeoOffice. It is simply a way for developers to get a sense of who is using NeoOffice and to connect you with the web site, support fora, and Bugzilla.+<p style="font-size: large; font-weight: bolder">The patch installer refuses to start the installation.</p>
-=== Do I have to make a donation? ===+If none of the volumes in the installer's "Select a Destination" panel are selectable, there are possible causes for this:
-If you would like to make a [http://www.planamesa.com/neojava/donate.php donation] to help support continued software development, you are encouraged to do so. It is not, however, required.+<p style="font-weight: bolder">The patch is for a version of NeoOffice newer than the version installed on your computer</p>
-===Troubleshooting===+Patches for the latest version of NeoOffice '''will not apply''' to earlier versions of NeoOffice. Patches can only be installed when a specific version of NeoOffice is already installed. For example, NeoOffice 2017 Professional Edition must already be installed before you can install NeoOffice 2017 Professional Edition Patch 1.
-Troubleshooting tips for other common problems can be found on the [[Troubleshooting Tips]] page.+To fix this problem, download and install the latest version of NeoOffice from the [http://www.neooffice.org/neojava/download.php?fragment=download NeoOffice download page]. After installing the latest version, select the {{prefName|Help}} > {{prefName|Check for Updates}} menu to check if you have the latest patch.
-=== How do I get rid of NeoOffice? ===+<p style="font-weight: bolder">NeoOffice is not located in the {{prefName|Applications}} folder</p>
-You have tried NeoOffice and decided it is not for you. This happens sometimes. You can use these [[Uninstalling NeoOffice|instructions]] to remove NeoOffice without leaving any trace. Please note that you will no longer be able to read any documents you may have saved in the OpenOffice.org file format.+The message will also appear if you have moved NeoOffice from your {{prefName|Applications}} folder, or if you have renamed NeoOffice. The patch installer will only search the {{prefName|Applications}} folder for NeoOffice installations. If you have moved NeoOffice out of the {{prefName|Applications}} folder, quit the installer, move NeoOffice back into your {{prefName|Applications}} folder, run the installer, and then move NeoOffice back to its original folder.
-Please leave a message in the [http://trinity.neooffice.org/modules.php?name=Forums&file=viewforum&f=8 NeoOffice Testing forum] describing what you found lacking in the application so that we know what improvements people are looking for.+==How do I uninstall NeoOffice?==
-{{botlangbarEN|[[Fr:Problèmes d'installation de NeoOffice|Français]] [[de:Installationsprobleme_und_Lösungen|Deutsch]] [[It:Installare_NeoOffice|Italiano]]}}+To uninstall the NeoOffice application, go to the Finder and drag NeoOffice from the {{prefName|Applications}} folder to the Trash and empty the Trash. If you also want to remove any folders that contain your NeoOffice user preferences, macros, and extensions, see [[Uninstalling NeoOffice|Uninstalling NeoOffice]].
[[Category:NeoOffice]][[Category:Tips and Hints]] [[Category:NeoOffice]][[Category:Tips and Hints]]

Current revision

Contents


[edit] Downloading NeoOffice Professional Edition or Classic Edition from our website

We do not have any support staff. If NeoOffice does not work for you, you can request a refund using the steps in the following links:

To download NeoOffice from our website, use the following steps:

  1. Go to the NeoOffice download page and press the NeoOffice Professional Edition or NeoOffice Classic Edition button.
  2. Login using the e-mail address that you used when you made your last PayPal payment.
  3. If you purchased NeoOffice Professional Edition or Classic Edition within the last year, NeoOffice will begin downloading. If you did not purchase NeoOffice Professional Edition or Classic Edition within the last year, press the Pay with PayPal or credit card button and, after you complete your payment, NeoOffice will begin downloading

Download fails or cannot open downloaded file

This error usually means that the NeoOffice .dmg file was not completely downloaded. The NeoOffice download file is very large and some internet service providers disconnect your connection to our web server before the download has finished.

To fix this problem, try the following steps. These steps will use Safari to resume the download without starting a new download. Safari has the ability to resume the download if your internet service provider disconnects your connection. Note: these steps only work in Safari and they do not work in Firefox or Chrome:

  1. Launch the Safari web browser and load the NeoOffice download page in Safari
  2. Start a new download of NeoOffice by clicking on the NeoOffice Professional Edition or NeoOffice Classic Edition button and logging in using your e-mail address
  3. Every few minutes, check on the download by clicking the Downloads toolbar button as shown in the screen snapshot to the right. If the progress bar in the Downloads popup window is replaced by an error message, press the Resume downloading icon that is circled in red.
  4. After pressing the Resume downloading icon, the download progress bar should reappear and the download should resume. If the download stops again, repeat the previous step.

NeoOffice installer fails to launch

If you can open the NeoOffice .dmg file but double-clicking on the NeoOffice installation file does nothing or you only see a dialog like the one shown in the screen snapshot to the right, try the following: right-click or Control-click on the file and, in the popup menu that appears, select the Open With > Installer menu item.

If selecting the Open With > Installer menu item does not open the NeoOffice installation file, reboot your computer into "safe mode" using these steps. Rebooting into safe mode forces OS X to clear and recreate the security files that control launching and verifying the NeoOffice installer.

I want to download NeoOffice Classic Edition but I only see NeoOffice Professional Edition

If you are running Mac OS X 10.8 - macOS 10.12 and you do not want to upgrade to NeoOffice Professional Edition, you can download the older NeoOffice Classic Edition version here.

I want to download NeoOffice 3.4.1 but I only see NeoOffice Classic Edition

If you are running Mac OS X 10.6 - 10.10 and you do not want to upgrade to NeoOffice Classic Edition, you can download the older NeoOffice 3.4.1 version here.

[edit] Downloading NeoOffice from the Mac App Store

A version of NeoOffice is in Apple's Mac App Store which you can download from here. Although our Mac App Store version costs more than our Professional Edition or Classic Edition versions, you only need to purchase the Mac App Store version once and then all upgrades to future Mac App Store versions will be free.

[edit] NeoOffice Profession Edition and Classic Edition Installation Issues

Cannot save documents

If you see the dialog shown in the screen snapshot to the right when you edit or try to save a document, then the problem is that you have launched NeoOffice Viewer. NeoOffice Viewer can only view files and cannot save documents.

If you have already installed NeoOffice Professional Edition or Classic Edition, you can fix this problem by deleting NeoOffice Viewer using these steps.

When double-clicking on the .dmg file, there is an error about "image not recognized"

This error usually means that the NeoOffice .dmg file was not completely downloaded. To fix this problem, try these steps.

Installation stalls when it gets to the "Select Destination" panel

The installer sometimes hangs when it gets to the "Select Destination" panel and no drives in that panel will be selectable.

Unreachable or unreadable volumes on your Mac

The Apple Installer is known to hang when probing all of the volumes on your system if any of your volumes are unreadable.

Try opening each of the volumes on your desktop in the Finder and unmounting any iPods. Once you can open all volumes, then try rerunning the installer. If opening any volumes causes the Finder to hang, you have found the cause of the problem and you might need to reboot to force Mac OS X to unmount the offending volume.

Virus Barrier X6 software

VirusBarrier X6 is known to crash while scanning NeoOffice’s pre-installation scripts, thereby blocking the Apple Installer from continuing. Sometimes after a period of 10 minutes Apple’s installer will recover.

You may be able to prevent this problem from occurring by temporarily disabling the “Scanning & Firewall” feature of VirusBarrier X6 before trying to install NeoOffice or a NeoOffice patch.

If neither temporarily disabling the “Scanning & Firewall” feature of VirusBarrier X6 nor waiting 10 minutes of the Apple Installer to recover works, you may have to completely uninstall VirusBarrier X6.

Installation fails with a "Install Failed. The source media you are installing from is damaged" error message

For some users, installation will fail and the following error message will appear:

Install Failed. The source media you are installing from is damaged

If you see this message, most likely the disk image you downloaded is corrupted. We recommend that you delete the corrupted file and redownload NeoOffice.

Why does the NeoOffice installer request my administrator password?

The NeoOffice installer is designed to not only support launching NeoOffice on a single user machine, but also to support launching NeoOffice from a shared network volume and launching NeoOffice by any user on a multi-user machine. We have found that installing as an administrative user is the only reliable way to handle all of these types of installation.

[edit] Mac App Store Installation Issues

We do not have any support staff. If NeoOffice does not work for you, you can request a refund using the steps in the following links:

NeoOffice does not launch or NeoOffice Viewer launches

If NeoOffice does not launch or NeoOffice Viewer launches, we recommend that you try the following steps. These steps will force Apple's App Store application to redownload NeoOffice:

  • Quit NeoOffice
  • Move NeoOffice to the Trash and empty the Trash
  • Reboot your machine (note: this step is very important because if you do not reboot, the steps below may not work)
  • Launch Apple's App Store application, select the Store > Sign In menu item, and login using your Apple iTunes account
  • In the App Store application, click on the Purchases toolbar button and press the Install button to the right of NeoOffice
  • Wait for NeoOffice to finish downloading before you try to launch NeoOffice

The Mac App Store has not finished installing NeoOffice after several minutes

If you see the Installing button in Apple's App Store application for more than a few minutes, this usually means that the App Store application is still downloading NeoOffice from Apple's servers. NeoOffice is a very large download so Apple's App Store application will show the Installing button for at least a few minutes and, if you have a slow internet connection, 15 minutes or longer.

To see the NeoOffice download progress, click on the Purchases toolbar button in the App Store application as shown in the screen snapshot below. The App Store application will usually finish the installation within a minute or two after the download is finished.

Image:NeoOffice download progress macappstore.png

[edit] Post-Installation and First Launch Issues

Cannot save documents

If you see the dialog shown in the screen snapshot to the right when you edit or try to save a document, then the problem is that you have launched NeoOffice Viewer. NeoOffice Viewer can only view files and cannot save documents.

To fix this problem, right-click or Control on the NeoOffice icon in the Dock while NeoOffice Viewer is still running. In the popup menu that appears, select the Options > Show in Finder menu item. A Finder window will appear. Quit NeoOffice, drag the NeoOffice application in that Finder window to the Trash, and empty the Trash.

If you have not already installed NeoOffice Professional Edition or Classic Edition or NeoOffice from the Mac App Store, install either now. If you already installed one of them, double-clicking on a NeoOffice file in the Finder should now launch NeoOffice Professional Edition or Classic Edition or NeoOffice from the Mac App Store.

Check your language settings before launching NeoOffice

NeoOffice uses the first language in the Preferred languages: list in the Language & Region panel in the System Preferences application.

Some languages have more than one form (English has US English, British English, Australian English, etc.). To add another language or language form, launch the System Preferences application, click on the Language & Region icon, and click the + button below the Preferred languages: list. After adding a new language, move that language to the top of the Preferred languages: list and restart NeoOffice.

See Troubleshooting Spellcheck for further details on issues with certain languages.

Why doesn't NeoOffice let me run it as "root"?

Running as root is disabled on purpose. Several years ago we found that when running as root, NeoOffice's underlying OpenOffice code would modify files in the NeoOffice application folder. This, in turn, caused NeoOffice to not be launchable from a shared network volume or launchable by any non-root user on a multi-user machine.

If you are logged in as "root", you can run NeoOffice as a non-root user using the following steps:

  1. Go to the Finder and launch the Terminal application (/Applications/Utilties/Terminal)
  2. Execute the following command in the Terminal window. Note: replace "<non-root user>" with the name of a non-root user on your machine:
sudo -H -u <non-root-user-name> /Applications/NeoOffice.app/Contents/MacOS/soffice.bin

Why does NeoOffice Professional Edition and Classic Edition access the internet after the first launch?

When you first install a version of NeoOffice Professional Edition or Classic Edition and once a week thereafter, NeoOffice will connect to our servers to check if there are any NeoOffice updates. If an update is available, NeoOffice will display a dialog prompting you to download the latest update.

If you do need to disable this update checking feature (for example, you are in a managed environment and will be handling mass-deployment of NeoOffice patches yourself), see Disabling Patch Checking for instructions. If you disable patch checking, we recommend that you to follow us on Twitter @NeoOffice to get notified of all NeoOffice release announcements.

Troubleshooting

Troubleshooting tips for other common problems can be found on the Troubleshooting Tips page.

[edit] Java Installation Issues

NeoOffice Professional Edition and Classic Edition

Some features in NeoOffice Professional Edition and Classic Edition require Java. If you see the dialog shown below while running NeoOffice Professional Edition or Classic Edition, you need to install the Java SE Development Kit (JDK) from Oracle.

To download the Java SE Development Kit (JDK) from Oracle, press the Download button in the dialog shown below or download it from here. Note: only Oracle's JDK will work NeoOffice Professional Edition and Classic Edition. Neither Apple's Java nor Oracle's Java SE Runtime Environment (JRE) will work.

Image:Java not found dialog.png

Mac App Store

Apple does not allow applications in the Mac App Store to use Java so all features that require Java have been removed from the Mac App Store version of NeoOffice.

If you purchased NeoOffice from the Mac App Store but you need to use a feature that uses Java, we recommend that you do the following steps:

  1. Uninstall the Mac App Store version of NeoOffice
  2. Purchase NeoOffice Professional Edition or Classic Edition from the NeoOffice download page
  3. Ask Apple for a refund of your Mac App Store purchase

[edit] Patch Installation Issues

The patch installer refuses to start the installation.

If none of the volumes in the installer's "Select a Destination" panel are selectable, there are possible causes for this:

The patch is for a version of NeoOffice newer than the version installed on your computer

Patches for the latest version of NeoOffice will not apply to earlier versions of NeoOffice. Patches can only be installed when a specific version of NeoOffice is already installed. For example, NeoOffice 2017 Professional Edition must already be installed before you can install NeoOffice 2017 Professional Edition Patch 1.

To fix this problem, download and install the latest version of NeoOffice from the NeoOffice download page. After installing the latest version, select the Help > Check for Updates menu to check if you have the latest patch.

NeoOffice is not located in the Applications folder

The message will also appear if you have moved NeoOffice from your Applications folder, or if you have renamed NeoOffice. The patch installer will only search the Applications folder for NeoOffice installations. If you have moved NeoOffice out of the Applications folder, quit the installer, move NeoOffice back into your Applications folder, run the installer, and then move NeoOffice back to its original folder.

[edit] How do I uninstall NeoOffice?

To uninstall the NeoOffice application, go to the Finder and drag NeoOffice from the Applications folder to the Trash and empty the Trash. If you also want to remove any folders that contain your NeoOffice user preferences, macros, and extensions, see Uninstalling NeoOffice.

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