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-	== Installation Issues ==	+	__TOC__
-	===Check your language settings before installing NeoOffice/J ===	+	=Most common problems=
-	NeoOffice/J 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).	+	==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/J for the first time.	+	[[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.
-	See [[Activating Dictionaries]] for further details on issues with certain languages.	+	To fix this problem, right-click or Control-click 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.
-	=== When running the NeoOffice/J installer, the "test" returns with "NeoOffice/J can not be installed on this computer." ===	+	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.
-	==== Mac OS X 10.2.x "Jaguar" ====	+	==NeoOffice tells you to install a newer version==
-	This problem may occur on versions of Mac OS X 10.2.x. The Neo/J installer checks to see if you are running Mac OS X 10.2 or higher and checks to see if you have BSD support installed on your machine. If either test fails, Neo/J will not install.	+	[[Image:NeoOffice_installation_folder_macappstore.png|right]]If your web browser displays a page telling you to install a newer version of NeoOffice whenever you launch NeoOffice, then you have an old version of NeoOffice Professional Edition or Classic Edition installed on your machine.
-	The solution is to install the BSD support. If you have the retail version of Mac OS X 10.2 system it's on the first install CD. When you put the CD in, the Welcome to Mac OS X window pops up. Open the Optional Installs folder, where there is a shortcut to the BSD installer. Double-click, then follow the instructions.	+	To fix this problem, right-click or Control-click on the NeoOffice icon in the Dock while NeoOffice 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.
-	If you believe the BSD subsystem is installed, you can also look for the file '''BSD.pkg''' in <tt>/Library/Receipts</tt>.	+	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.
-	To check manually if the BSD subsystem is installed, try the following in a terminal window:	+	==Mac App Store tells you that NeoOffice is already installed==
-	<tt>basename ihavebsd.test .test</tt>	+	[[Image:NeoOffice_already_installed.png|right]]If Apple's App Store application displays a dialog that says that NeoOffice is already installed, then you have an old version of NeoOffice Professional Edition or Classic Edition installed on your machine.
-	If you see the text: <tt>ihavebsd</tt>, the subsystem is (at least partly) there. If you get an error, you should certainly install the BSD subsystem anew.	+	To fix this problem, open a Finder window and go to the <tt class="notranslate">/Applications</tt> folder. Drag the NeoOffice application in that Finder window to the Trash, and empty the Trash. Then, go back to Apple's App Store application and click on the download icon to install NeoOffice.
-	==== Mac OS X 10.3.x "Panther" ====	+	=NeoOffice in the Mac App Store=
-	''This likely applies to Mac OS X 10.4 "Tiger" also.''	+
-	The BSD subsystem is installed by default on 10.3.x (Panther) 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.	+	{{bluebox|:Silicon_Mac}}
-	'''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.''	+	==Downloading NeoOffice from the Mac App Store==
-	=== Why does the NeoOffice/J installer request my administrator password? ===	+	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.
-	In [http://trinity.neooffice.org/modules.php?name=Forums&file=viewtopic&t=1210 this thread], Patrick Luby explains the reasons for this requirement:	+	==Mac App Store Installation Issues==
-	: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-size: large; font-weight: bolder">NeoOffice does not launch or NeoOffice Viewer launches</p>
-	: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.	+	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:
-	=== When upgrading to a new version, the old brown icon remains in the Dock. ===	+	*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 your {{button|user name}} in bottom right corner (Mojave) or the {{button|Purchased}} icon (pre-Mojave), and press the {{button|download icon}} (Mojave) or the {{button|Install}} button (pre-Mojave) next to NeoOffice
		+	*Wait for NeoOffice to finish downloading before you try to launch NeoOffice
-	For those of you who are upgrading from 1.1 Alpha to Beta, or from 0.x to 1.1 Beta, 1.1 Release Candidate, or the full 1.1 release, 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/J. Now the new icon appears in the Dock. Choose Keep in Dock.	+	<p style="font-size: large; font-weight: bolder">The Mac App Store has not finished installing NeoOffice after several minutes</p>
-	== Patching Issues ==	+	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.
-	=== The patch installer refuses to start the installation. ===	+	To see the NeoOffice download progress, click on your {{button|user name}} in bottom right corner (Mojave) or the {{button|Purchased}} icon (pre-Mojave) in the App Store application. The App Store application will usually finish the installation within a minute or two after the download is finished.
-	Under Mac OS X 10.2.x, the installer will return the error message "There are no suitable partitions for the installation"; on 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).	+	==Java-based features do not work==
-	There are two cases in which these messages might appear.	+	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.
-	==== The patch is for a version of NeoOffice/J newer than the version installed on your computer ====	+	=NeoOffice Professional Edition or Classic Edition=
-	As solved in [http://www.macosxhints.com/article.php?story=2005012811400696 this thread], "It seems you were still running NeoOffice/J 1.1 Alpha 2, and the latest patches only work on NeoOffice/J 1.1 Beta. Neo/J moved from the OpenOffice.org 1.1.2 codebase to the 1.1.3 codebase between Alpha 2 and Beta, so one can't just patch Alpha 2 and get Beta. It would be like trying to apply the Mac OS X 10.3.1 updater to Mac OS X 10.2.8...."	+	<div id="Downloading_NeoOffice_Classic_Edition_from_our_website"></div>
-	If you open NeoOffice/J and select "About" from the "Help" menu, the version reported in the About window should be '''NeoOffice/J 1.1 Release Candidate''' (as of May 2005).	+	==Downloading NeoOffice Professional Edition or Classic Edition from our website==
-	To fix this problem, drag '''NeoOffice/J''' 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/J_Release_Notes|NeoOffice/J Release Notes]] to learn which version is the latest.	+	You can download the current version of NeoOffice Professional Edition as well as older versions of NeoOffice Professional Edition and Classic Edition from the [https://github.com/neooffice/NeoOffice/releases NeoOffice releases page on GitHub]. If you are running an older version of OS X or macOS, be sure to search for the NeoOffice version that lists your version of OS X or macOS.
-	==== NeoOffice/J is not located in the <tt>/Applications</tt> folder ====	+	<div id="Download_fails_or_cannot_open_downloaded_file"></div>
		+	<p style="font-size: large; font-weight: bolder">Download fails or cannot open downloaded file</p>
-	The message will also appear if you have moved NeoOffice/J from your <tt>/Applications</tt> folder. The patch installer will only search the <tt>/Applications</tt> folder for NeoOffice/J installations; <tt>/Applications</tt> is the only supported location for installing NeoOffice/J.	+	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, quit the installer and move NeoOffice/J back into your <tt>/Applications</tt> folder. 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/NeoOfficeJ-1.1</tt> folder or you will experience errors running NeoOffice/J in the future. Then run the installer again to install the patch.	+	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:
-	== Post-Installation and First Launch Issues ==	+	# [[Image:Safari resume downloading.png|right]]Launch the Safari web browser, go to the [https://github.com/neooffice/NeoOffice/releases NeoOffice releases page on GitHub], and a start a new download of the NeoOffice version that matches your version of OS X or macOS in Safari
		+	# 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.
-	===Why does NeoOffice 1.2 Alpha "hang" part-way through startup?===	+	<p style="font-size: large; font-weight: bolder">NeoOffice installer fails to launch</p>
-	NeoOffice 1.2 Alpha 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!	+	[[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.
-	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 fonts required by Mac OS X, of course.) <!--need a link to list of fonts req'd by the OS and Apple apps-->	+	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 macOS to clear and recreate the security files that control launching and verifying the NeoOffice installer.
-	=== Why does NeoOffice access the Internet after the first launch? ===	+	<div id="NeoOffice_Classic_Edition_Installation_Issues"></div><div id="NeoOffice_Profession_Edition_and_Classic_Edition_Installation_Issues"></div>
		+	== NeoOffice Professional Edition and Classic Edition Installation Issues ==
-	NeoOffice is regulary being improved. Bugs are being fixed and new features are constantly being added.	+	<p style="font-size: large; font-weight: bolder">Cannot save documents</p>
-	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/J Release Notes|new recommended patches or updates]] so that you can be sure that your version is always up-to-date.	+	[[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 a new patch is found, your preferred web browser should open and take you to the patch download page.	+	If you have already installed NeoOffice Professional Edition or Classic Edition, you can fix this problem by deleting NeoOffice Viewer using [[#How_do_I_uninstall_NeoOffice?|these steps]].
-	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.	+	<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 "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.	+	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 NeoOffice ask me to register when I first run it? ===	+	<p style="font-size: large; font-weight: bolder">Installation stalls when it gets to the "Select Destination" panel</p>
-	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.	+	The installer sometimes hangs when it gets to the "Select Destination" panel and no drives in that panel will be selectable.
-	=== Do I have to make a donation? ===	+	<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.
-	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.	+	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.
-	=== How do I get rid of NeoOffice? ===	+	<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-->
-	You have tried NeoOffice and decided it is not for you. This happens sometimes. You can use these [[Uninstalling NeoOffice/J|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.	+	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 -->
-	Please leave a message in the [http://trinity.neooffice.org/modules.php?name=Forums&file=viewforum&f=8 NeoOffice/J Testing forum] describing what you found lacking in the application so that we know what improvements people are looking for.	+	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.
-	[[Category:NeoOffice/J]][[Category:Tips and Hints]]	+	<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:
		+
		+	<pre>Install Failed. The source media you are installing from is damaged</pre>
		+
		+	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.
		+
		+	<p style="font-size: large; font-weight: bolder">Why does the NeoOffice installer request my administrator password?</p>
		+
		+	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.
		+
		+	==Java Installation Issues==
		+
		+	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].
		+
		+	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.
		+
		+	[[Image:Java not found dialog.png]]
		+
		+	==Patch Installation Issues==
		+
		+	<p style="font-size: large; font-weight: bolder">The patch installer refuses to start the installation.</p>
		+
		+	If none of the volumes in the installer's "Select a Destination" panel are selectable, there are possible causes for this:
		+
		+	<p style="font-weight: bolder">The patch is for a version of NeoOffice newer than the version installed on your computer</p>
		+
		+	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 [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.
		+
		+	<p style="font-weight: bolder">NeoOffice is not located in the {{prefName|Applications}} folder</p>
		+
		+	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.
		+
		+	==Other Issues==
		+
		+	<p style="font-size: large; font-weight: bolder">Check your language settings before launching NeoOffice</p>
		+
		+	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|+}} 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.
		+
		+	<p style="font-size: large; font-weight: bolder">Why doesn't NeoOffice let me run it as "root"?</p>
		+
		+	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:
		+
		+	# 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:
		+	<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>
		+
		+	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.
		+
		+	<p style="font-size: large; font-weight: bolder">Troubleshooting</p>
		+
		+	Troubleshooting tips for other common problems can be found on the [[Troubleshooting Tips]] page.
		+
		+	<div id="How_do_I_uninstall_NeoOffice?"></div>
		+
		+	=How do I uninstall NeoOffice?=
		+
		+	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]].

---

Current revision

Contents 1 Most common problems 1.1 Cannot save documents 1.2 NeoOffice tells you to install a newer version 1.3 Mac App Store tells you that NeoOffice is already installed 2 NeoOffice in the Mac App Store 2.1 Downloading NeoOffice from the Mac App Store 2.2 Mac App Store Installation Issues 2.3 Java-based features do not work 3 NeoOffice Professional Edition or Classic Edition 3.1 Downloading NeoOffice Professional Edition or Classic Edition from our website 3.2 NeoOffice Professional Edition and Classic Edition Installation Issues 3.3 Java Installation Issues 3.4 Patch Installation Issues 3.5 Other Issues 4 How do I uninstall NeoOffice?

Most common problems

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-click 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.

NeoOffice tells you to install a newer version

If your web browser displays a page telling you to install a newer version of NeoOffice whenever you launch NeoOffice, then you have an old version of NeoOffice Professional Edition or Classic Edition installed on your machine.

To fix this problem, right-click or Control-click on the NeoOffice icon in the Dock while NeoOffice 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.

Mac App Store tells you that NeoOffice is already installed

If Apple's App Store application displays a dialog that says that NeoOffice is already installed, then you have an old version of NeoOffice Professional Edition or Classic Edition installed on your machine.

To fix this problem, open a Finder window and go to the /Applications folder. Drag the NeoOffice application in that Finder window to the Trash, and empty the Trash. Then, go back to Apple's App Store application and click on the download icon to install NeoOffice.

NeoOffice in the Mac App Store

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.

Mac App Store Installation Issues

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 your user name in bottom right corner (Mojave) or the Purchased icon (pre-Mojave), and press the download icon (Mojave) or the Install button (pre-Mojave) next to 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 your user name in bottom right corner (Mojave) or the Purchased icon (pre-Mojave) in the App Store application. The App Store application will usually finish the installation within a minute or two after the download is finished.

Java-based features do not work

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.

NeoOffice Professional Edition or Classic Edition

Downloading NeoOffice Professional Edition or Classic Edition from our website

You can download the current version of NeoOffice Professional Edition as well as older versions of NeoOffice Professional Edition and Classic Edition from the NeoOffice releases page on GitHub. If you are running an older version of OS X or macOS, be sure to search for the NeoOffice version that lists your version of OS X or macOS.

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, go to the NeoOffice releases page on GitHub, and a start a new download of the NeoOffice version that matches your version of OS X or macOS in Safari
2. 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.
3. 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 macOS to clear and recreate the security files that control launching and verifying the NeoOffice installer.

NeoOffice Professional 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.

Java Installation Issues

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.

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.

Other Issues

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.

Troubleshooting

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

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.