Troubleshooting Tips

From NeoWiki

There are several common sources of problems that cause crashes, sub-optimal performance, or other undesired behavior in NeoOffice. This page collects some common problems and tips to help narrow down the cause of, or in some cases even fix, the problem.

This page is organized.... insert sentence here

General Issues

Install NeoOffice Patches

• Always make sure that you are using the latest NeoOffice patch.
  • NeoOffice is updated regularly through patches, and it is often the case that an issue you are experiencing has been fixed by the latest patch, so be sure you regularly install the patches.

Update Mac OS X

• Always make sure that you are using the latest iteration of Mac OS X (e.g., 10.3.9 or 10.4.10) and the latest available security and Java updates from Apple (see below for instructions on using Software Update and checking your Java version).
  • While NeoOffice might run on older revisions of Mac OS X 10.3 and 10.4, each patch is only qualified against the latest "point" release at the time of patch release.
  • Similarly, each NeoOffice patch is only qualified against the latest Java update for the appropriate Mac OS X version, and not having the latest Java update will cause bizarre and otherwise unexplained issues.

NeoOffice takes more than a minute to launch

Disable system hacks

• Disable or uninstall any installed hack-like software, or add NeoOffice to the exclusions list for any APE haxie(s).

  Hack-like software, such as as InputManagers, SIMBL "plugins", or haxies (programs that use Unsanity's Application Enhancer (APE) framework), works by injecting its code into running applications in order to customize the behavior of Mac OS X or an application in a way that neither Apple nor the application developer intended. One of these programs may have a bug that causes an application to crash, or it may simply create a condition that the application is not prepared to handle and thereby cause a crash.
  

  Because of the scope of the project and the limited time and resources of the NeoOffice developers, no effort will be made to fix a bug that only occurs when hack-like software is present. Note also that Apple's official support policy is to disregard all reports of problems that occur when APE is present.

  • Some haxies, particularly older ones, can cause NeoOffice to run up to 10 times slower than on machines that do not have the haxie.
  • Not all random crashes are caused by haxies, but we have found a disproportionate correlation between the presence of haxies and strange NeoOffice crashes (this was particularly true of NeoOffice versions prior to 1.2 Alpha, which used Java 1.3.1). Many other Mac developers have experienced similar issues with their applications when haxies are present.

Remove 24Uemail scripting addition

• The 24Uemail scripting addition has been reported to cause Java problems; remove it from your user's ~/Library/ScriptingAdditions folder.

NeoOffice fails to start, or crashes during startup or right after starting

• Disable system hacks as described above
• Remove 24Uemail scripting addition as described above

Check the Console.log

• Check the Console.log (via /Applications/Utilities/Console.app) for messages about Java, soffice.bin, or NeoOffice
  • These messages may not make any sense to you, but providing them to NeoOffice community support volunteers may enable the volunteers to identify the source of your problem.

Ensure NeoOffice has the correct permissions

• If the NeoOffice icon bounces in the Dock for a while and then stops, open the Terminal (/Applications/Utilities/Terminal.app) and type the following and then press return:
  • cd /Applications/NeoOffice.app/Contents/program
  • ls -al soffice.bin
    • The first few characters should contain x three times.
    • If not, type chmod +x soffice.bin, close the Terminal and try to launch NeoOffice again.

Sample NeoOffice in hangs during the startup process

• If NeoOffice starts but “hangs” during startup (longer than a minute or so on recent Macs), take a sample before force-quitting NeoOffice, one of the developers or community support team might be able to deduce the problem based on log info.

Post the crash log for crashes during startup

• If NeoOffice crashes, check for a current entry in ~/Library/Logs/CrashReport/soffice.bin.crash.log (the crash log for NeoOffice, and, unfortunately OpenOffice.org)

  These logs will often contain useful information, and even if they are gibberish to you, one of the developers or community support team can often deduce the problem based on log info.

  See this section of the Bugzilla Guide for more information about obtaining the crash log.

Check for an up-to-date Java version

• Check to see if you are running the most up-to-date version of Java 1.4.2 (or Java 1.5 on Mac OS X 10.4)
  • Run the Mac OS X Software Update application (from the Apple menu) and install any Mac OS X Updates, Security Updates, and Java Updates that are offered. You may need to run Software Update multiple times in order to completely update your system.
  • Open the Terminal (/Applications/Utilities/Terminal.app) and type the following and then press return:
    

    java -version

    • Mac OS X 10.3.9:
      java version "1.4.2_12"
Java(TM) 2 Runtime Environment, Standard Edition (build 1.4.2_12-270)
Java HotSpot(TM) Client VM (build 1.4.2-70, mixed mode)
    • Mac OS X 10.4.8:
      java version "1.5.0_07"
Java(TM) 2 Runtime Environment, Standard Edition (build 1.5.0_07-164)
Java HotSpot(TM) Client VM (build 1.5.0_07-87, mixed mode, sharing)

Check for a corrupt Java installation

• Check for a corrupt Java installation
  1. Create a plain-text file called Test.java and put the following lines in it, saving afterwards:
     

     import java.awt.*; public class Test { public static void main(String[] args) { Frame f = new Frame(); Panel p = new Panel(); f.add(p); f.setSize(500, 500); f.show(); } }

  2. Open the Terminal (/Applications/Utilities/Terminal.app) and "cd" to the folder that you put the Test.java file in.
  3. Compile the Test.java file using the following terminal command:
     

     javac Test.java

  4. Run the compiled program with the version of Java you are using with NeoOffice by using the following terminal command:
     • Java 1.4.2 (default on Mac OS X 10.3; alternate option on Mac OS X 10.4):
       

       /System/Library/Frameworks/JavaVM.framework/Versions/1.4.2/Commands/java -classpath . Test

     • Java 1.5.0 (default on Mac OS X 10.4):
       

       /System/Library/Frameworks/JavaVM.framework/Versions/1.5.0/Commands/java -classpath . Test

  5. If a blank window appears when you run the program, then you know that Java is working. [1]

Check for corrupted Java Shared Archive

• Java Shared Archive corrupted (would this be detected by the above?)

  Often caused by some 10.3.x update; Apple issued another update to fix it (but other causes, too; Terry had a potential solution for them)

Remove incompatible Java extensions

• You have installed a Java extension in one of the following folders and it is messing up your JVM [2]:
  • ~/Library/Java/Extensions/
  • /Library/Java/Extensions/
  • /System/Library/Frameworks/JavaVM.framework/Versions/1.4.2/Home/lib/ext/

  Remove the offending extension and try launching NeoOffice again (N.B.: NeoOffice tries to prevent extensions in the first two directories from loading, but the last one also contains key files for the JVM and its contents cannot be forced not to load).

Check for corrupted user preference files

• Corrupted user preference files can cause crashes as well as unexpected behavior when the application is running.
  • (Force-)Quit NeoOffice, move your NeoOffice preferences folder aside, and restart (don't let NeoOffice 2.x (re-)import your earlier NeoOffice 2.x or NeoOffice 1.x preferences)
    • NeoOffice 2.2.1: ~/Library/Preferences/NeoOffice-2.2
    • NeoOffice 2.1: ~/Library/Preferences/NeoOffice-2.1
    • NeoOffice 2.0 Aqua Beta: ~/Library/Preferences/NeoOffice-2.x
    • NeoOffice 1.2.x: ~/Library/Preferences/NeoOffice-1.x
    • NeoOffice/J 1.1: ~/Library/NeoOfficeJ-1.1
  • For instructions on how to narrow down the specific corrupted preference file (in order to save other preferences) see Salvaging Settings From Corrupt Preferences.

NeoOffice crashes randomly

• Disable system hacks as described above.

• Check for corrupted user preference files as described above.

Problems with the menus or menu bar

• Disable system hacks as described above.

Disable MenuCracker

• MenucCracker, while not an Unsanity APE haxie, is a hack for enabling third parties to add items to the Mac OS X menu bar, and it has caused problems in the past, such as the disappearance of NeoOffice's menus from the menu bar.

Dialogs or windows appear with no text

Check for the Tahoma font

If NeoOffice dialogs or windows appear without any text in them (like this), you have probably experienced a bug caused by the “Tahoma” font included with Office 2004. Deactivate or remove the font and windows will appear normally. [3]

Crashing in the font drop-down

Disable corrupt fonts

• This is usually caused by a corrupt font that hangs or crashes Apple's text layout routines (e.g. Vivaldi); check for a corrupt font and disable this font via Font Book
  • Mac OS X 10.3.x: Use FontDoctorâ„¢ (demo mode)
  • Mac OS X 10.4.x: Use Font Book:
    • Select all your fonts in Font Book
    • In the File menu, select Validate Fonts
    • Select Warnings in the drop-down menu while Font Book operates
    • Then check the fonts you would like to delete and click Delete selected fonts

Text appears as gibberish, or certain characters are incorrect

Check for duplicate fonts

• Use Font Book to resolve duplicates
  • Scan the list of fonts for a font that has a bullet (•) to the right of it
  • Select any fonts with the bullet
  • Choose Resolve Duplicates from the Edit menu

Error Loading BASIC of Document

Remove macros imported from older NeoOffice versions

• The error message Error Loading BASIC of document file:///xxxxx/xxxx/xxx General input/output error occurs when some BASIC files (macros) are imported from preferences files of older NeoOffice versions. To get rid of the annoying message, do the following:
  1. In the Tools menu, select the Macros sub-menu, then the Organize Macros sub-menu, and finally the NeoOffice Basic item
  2. In the dialog that appears, press the Organizer button
  3. In the dialog that appears, expand all of the macros in the My Macros item and check the path in each.
  4. For any items that have a path that does not exist, select the item and press the Delete button.

Performance

Common causes of slow or lackluster performance

• Background processes

  Constantly-running background processes can degrade the performance of NeoOffice. If you open the Activity Monitor application, located in the Utilities subfolder of the Applications folder, and click of the CPU or System Memory tabs, you can see which applications are using the most processing power and memory on your machine.

  • Seti@Home
  • Folding@Home
  • DNET client (http://www.distributed.net/)
  • Dashboard/widgets

    disable all inessential widgets for best performance

  • others?
• Turn off auto spellchecking, because the wavy lines are a problem to draw, due to the fact that OOo code sets individual pixels and Cocoa and Java, that are use in NeoOffice, don't have any functions for setting individual pixels; so we must do a much more expensive operation of drawing a 1x1 pixel filled rectangle
• Less than 512 MB of RAM

  While NeoOffice will run on a Mac with 512 MB of RAM, it will run (and launch) more slowly, particularly if you have other applications also running (Mac OS X really runs best with 512 MB or more of RAM). Luckily, RAM is cheap; adding RAM is the most cost-efficient way to speed up your Mac. See this thread for some real-life stories.

• Large number of fonts installed (see this section of the Installation Issues article)
• OpenOffice.org 2.0

  OpenOffice.org 2.0 by default creates converted copies of all of your installed Mac fonts. Because these fonts are stored inside an application bundle in OpenOffice.org 2.0 (as opposed to simply being in a normal folder in OpenOffice.org 1.1.2), all of the duplicate fonts are loaded by the Apple Type Server (ATS) process and made available to Mac OS X apps. These duplicate fonts seriously degrade the performance of NeoOffice, may cause fonts to display incorrectly, and may even cause crashes.

  • Do not use the standard OpenOffice.org 2.0 .app package; use Start OpenOffice.org and the "stand-alone" OpenOffice.org 2.0 instead (may not fix it?)
  • After using OpenOffice.org 2.0, reboot before using NeoOffice to clear the extra fonts from ATS
• Virus-scanning applications

  Some virus scanners scan all files when the files are opened

  Some virus scanners scan archive files (.sit, .tar, .gz, and .zip and its cousins, like .jar) when those files are accessed

  NeoOffice opens and access a large number of files at startup, including a number of .zip and .jar archives.

  • Disable virus scanning of the NeoOffice application and preferences directory (~/Library/Preferences/NeoOffice-2.2 for 2.2.1 or ~/Library/Preferences/NeoOffice-2.1 for 2.1), or of archive files in the NeoOffice application and preferences directory

A patch does not appear to fix a bug it claims to fix

• Mac OS X "caches" shared libraries and Java classes to improve performance; unfortuantely, it has a very nasty habit of not clearing the cache when updated libraries and classes are installed (like in NeoOffice patches). If a bug doesn't appear to be fixed after applying a patch that should fix the bug, try restarting your Mac, which will clear the old versions of libraries and classes from cache. If the bug is still present after rebooting, you can then reopen the bug in Bugzilla.
• You applied the patch while NeoOffice was running. Quit and restart NeoOffice.

Preferences don't seem to stick

When preferences or settings changes don't seem to apply or don't stick between restarts of NeoOffice, the most likely cause is a some sort of corruption of your profile/preferences. Allowing NeoOffice to create a fresh set should fix the problem.

1. Move or rename your ~/Library/Preferences/NeoOffice-2.2 (for 2.2.1) or ~/Library/Preferences/NeoOffice-2.1 (for 2.1) folder (~/Library/Preferences/NeoOffice-1.x folder for NeoOffice 1.x; in this case, also rename or move aside your ~/Library/NeoOfficeJ-1.1 folder, if you had ever installed NeoOffice/J 1.1)
2. Launch NeoOffice; it will then create a fresh user profile and settings (for NeoOffice 2.0, be sure not to let the "wizard" import preferences from older versions when starting)

• In some cases the corruption may only be present in the NeoOffice 2.x or 1.x profile, so allowing NeoOffice to re-import your NeoOffice 1.x or NeoOffice/J 1.1 profile could restore some of your settings without reintroducing the corruption. In that case, simply move or rename only the ~/Library/Preferences/NeoOffice-2.2 (for 2.2.1) or ~/Library/Preferences/NeoOffice-2.1 (for 2.1) (~/Library/Preferences/NeoOffice-1.x for NeoOffice 1.x) folder before launching NeoOffice.
• For instructions on how to narrow down the specific corrupted preference file (in order to save other preferences) see Salvaging_Settings_From_Corrupt_Preferences

Certain keyboard shortcuts do not work

• If you assign a keyboard shortcut in NeoOffice and then it doesn't work, it may be because you've chosen a key combo that Mac OS X is already using either as a general system shortcut, or in its Services.
  • Look in the System Preferences, Keyboard & Mouse preference pane, Keyboard Shortcuts tab to see if your choice is in use already as a general system shortcut (edit: this option may only be available in Mac OS X 10.4).
  • Then look in e.g. TextEdit's TextEdit->Services submenu to see if any Services are using your chosen key combo (e.g. cmd-shift-L is often assigned to Search with Google).
    • If you never use the Services keyboard shortcuts and want to free them up, you can install the very handy Service Manager (freeware) preference pane to disable individual Services (works in 10.2.x, 10.3.x, 10.4.x).
    • Users of 10.4.x can also use the ServiceScrubber application (freeware) to disable Services or reassign their keyboard shortcuts.
• If a key combo shows in one of the NeoOffice menus as a shortcut, but doesn't actually work, it may be because although it has been assigned as a Global NeoOffice shortcut, it is being overridden by a shortcut assigned to the particular module you're in (i.e. Writer, Calc etc.)
  This is the case with cmd-shift-F11, for example; the menubar shows this key combo as calling up the Tools-Options dialogue, but this doesn't work in Writer, as Writer has it assigned to something else arcane to do with templates. Once you delete that module-specific assignment, the shortcut works as displayed in the menubar.