Balsamiq 2.2.5 freezes.

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I launch the application and I get a dialogue box saying "Loading Balsamiq Sans Font 100%. It freezes at that point and will not load.

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jagan January 22, 2013 18:25

i am also getting the same error.

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i am also getting the same error.

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Ben Norris (Employee) January 23, 2013 03:34

I'm sorry to hear this guys! Jim, is this the error you referred to in your other thread? (http://community.balsamiq.com/balsami...)

Jim, I see that you are using a Mac. Jagan, which OS are you on? I will write this bug up and keep you updated. Thanks for letting us know right away.

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I'm sorry to hear this guys! Jim, is this the error you referred to in your other thread? (http://community.balsamiq.com/balsamiq/topics/older_versions-1dltkn) Jim, I see that you are using a Mac. Jagan, which OS are you on? I will write this bug up and keep you updated. Thanks for letting us know right away.

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jagan January 23, 2013 14:05

I am using window 7

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I am using window 7

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Giacomo 'Peldi' Guilizzoni (Official Rep) January 23, 2013 15:57

Is there anything in the log file? You can find it here:
- On Windows XP: C:\Documents and Settings\\Application Data\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store
- On Windows Vista: C:\Users\\AppData\Roaming\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store
- On Windows 7: C:\Documents and Settings\\AppData\Roaming\\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store
- On Mac OS X: /Library/Preferences/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store
- On Linux: ~/.appdata/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store

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Is there anything in the log file? You can find it here: - On Windows XP: C:\Documents and Settings\<username>\Application Data\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store - On Windows Vista: C:\Users\<yourusername>\AppData\Roaming\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store - On Windows 7: C:\Documents and Settings\<yourusername>\AppData\Roaming\\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store - On Mac OS X: <your user home>/Library/Preferences/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store - On Linux: ~/.appdata/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store

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Jim Tittle January 23, 2013 17:53

I am running Mac OS X 10.6.8 on a 2.5 Ghz Core2 Duo with 6 Gigs of RAM.

I cd'd to /Library/Preferences/. I don't see a directory called "BalsamiqMockupsForDesktop.
EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1".

Could that be part of the problem?

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I am running Mac OS X 10.6.8 on a 2.5 Ghz Core2 Duo with 6 Gigs of RAM. I cd'd to /Library/Preferences/. I don't see a directory called "BalsamiqMockupsForDesktop. EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1". Could that be part of the problem?

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I’m glad everyone is so quick to want to help me out.

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Jim Tittle January 23, 2013 18:00

I went back and tried to install 2.2.4. It had the same problem. Frozen screen.
Then I tried 2.2.3. It worked fine. So the bug was introduced in 2.2.4.

As a developer I know how these bugs can get frustrating some times. :-)
Hope it helps!

BTW, your product ROCKS! Keep up the good work.

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I went back and tried to install 2.2.4. It had the same problem. Frozen screen. Then I tried 2.2.3. It worked fine. So the bug was introduced in 2.2.4. As a developer I know how these bugs can get frustrating some times. :-) Hope it helps! BTW, your product ROCKS! Keep up the good work.

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Giacomo 'Peldi' Guilizzoni (Official Rep) January 24, 2013 13:03

Hi all. I think I have fixed the issue. Can you please try the pre-release here to see if it works for you? http://balsamiq.com/products/mockups/... - if it all checks out, I'll merge the changes into the official 2.2 branch and do a new release.

So sorry for the hassle and thanks for reporting the bug!

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Hi all. I think I have fixed the issue. Can you please try the pre-release here to see if it works for you? http://balsamiq.com/products/mockups/next - if it all checks out, I'll merge the changes into the official 2.2 branch and do a new release. So sorry for the hassle and thanks for reporting the bug!

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Klaus January 24, 2013 16:13

Got the same problem, but the prerelease fix is not working. OS is WinXP. 2.2.3 is working fine for me aswell.

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Got the same problem, but the prerelease fix is not working. OS is WinXP. 2.2.3 is working fine for me aswell.

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jagan January 24, 2013 16:54

pre release fix is also not working for me.

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pre release fix is also not working for me.

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Jim Tittle January 24, 2013 17:40

I just pulled in the the latest pre-release numbered: 999.670
with a build date of: 01/24/2013 13:25

Unfortunately on the Mac side it still freezes.

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I just pulled in the the latest pre-release numbered: 999.670 with a build date of: 01/24/2013 13:25 Unfortunately on the Mac side it still freezes. <a href="https://d37wxxhohlp07s.cloudfront.net/s3_images/848044/Screen%20shot%202013-01-24%20at%209.36.07%20AM.png?1359049122"><img src="https://d37wxxhohlp07s.cloudfront.net/s3_images/848044/Screen%20shot%202013-01-24%20at%209.36.07%20AM_inline.png?1359049122" alt="" /></a>

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Giacomo 'Peldi' Guilizzoni (Official Rep) January 24, 2013 21:24

OK thanks for checking guys, it must be something else (I wish I knew what it was!!!)

In the meantime, here's a workaround that should work:

1. close Mockups

2. delete MockupsCookies.db out of this folder (actually if you could email it to peldi@balsamiq.com before deleting it that could help me debug):
- On Windows XP: C:\Documents and Settings\\Application Data\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store
- On Windows Vista: C:\Users\\AppData\Roaming\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store
- On Windows 7: C:\Documents and Settings\\AppData\Roaming\\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store
- On Mac OS X: /Library/Preferences/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store
- On Linux: ~/.appdata/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store

3.relaunch Mockups.

If it works, it'll give us a hint at what it could be (probably something to do with the "open recent" feature).

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OK thanks for checking guys, it must be something else (I wish I knew what it was!!!) In the meantime, here's a workaround that should work: 1. close Mockups 2. delete MockupsCookies.db out of this folder (actually if you could email it to peldi@balsamiq.com before deleting it that could help me debug): - On Windows XP: C:\Documents and Settings\<username>\Application Data\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store - On Windows Vista: C:\Users\<yourusername>\AppData\Roaming\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store - On Windows 7: C:\Documents and Settings\<yourusername>\AppData\Roaming\\BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1\Local Store - On Mac OS X: <your user home>/Library/Preferences/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store - On Linux: ~/.appdata/BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1/Local Store 3.relaunch Mockups. If it works, it'll give us a hint at what it could be (probably something to do with the "open recent" feature).

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Jim Tittle January 24, 2013 21:36

I don't have a directory called BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1 inside my /Library/Preferences directory.

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- Giacomo 'Peldi' Guilizzoni (Official Rep) January 25, 2013 13:27
  
  Hmm, that's strange, that's where the license should be stored...it gets created when the app is installed....
  
  anyways, I'm still digging to find the cause. In the meantime, you can roll back to 2.2.3 from http://builds.balsamiq.com/archives/m... and it should all work again.
  
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I don't have a directory called BalsamiqMockupsForDesktop.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1 inside my /Library/Preferences directory.

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Lenn Jochum January 25, 2013 14:27

If I start Balsamiq (Version 2.2.5) it says "Loading Balsamiq Sans Font - 100%" and thats it, nothing more happens

This reply was created from a merged topic originally titled
Loading Font fails!.

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If I start Balsamiq (Version 2.2.5) it says "Loading Balsamiq Sans Font - 100%" and thats it, nothing more happens <img alt="" src="https://d37wxxhohlp07s.cloudfront.net/s3_images/848350/Font%20Bug_inline.png?1359104132" /> This reply was created from a merged topic originally titled <a class='notranslate' href="http://community.balsamiq.com/balsamiq/topics/loading_font_fails" target="_blank">Loading Font fails!</a>.

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Giacomo 'Peldi' Guilizzoni (Official Rep) January 25, 2013 14:29

Hello again. This is a bit of a crapshoot because I still haven't been able to reproduce the freeze in-house, but we released a new pre-release build (999.671) that fixes a few bugs that might be causing this.

Does any of you have a few minutes to try to install it and run it and report back here?

If it still doesn't work, you can revert to 2.2.3 quickly from http://builds.balsamiq.com/archives/m...

I'd be eternally grateful! :)

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Hello again. This is a bit of a crapshoot because I still haven't been able to reproduce the freeze in-house, but we released a new pre-release build (999.671) that fixes a few bugs that might be causing this. Does any of you have a few minutes to try to install it and run it and report back here? If it still doesn't work, you can revert to 2.2.3 quickly from http://builds.balsamiq.com/archives/mockups-desktop/ I'd be eternally grateful! :)

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jagan January 25, 2013 14:42

it works for me.

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it works for me.

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Klaus January 25, 2013 15:56

Sorry, the new version doesn't work for me. I also deleted the settings folder.

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- Giacomo 'Peldi' Guilizzoni (Official Rep) January 25, 2013 15:59
  
  Boo :( Did you delete the whole Local Store folder? We need that for your licensing...let me know at support@balsamiq.com if 2.2.3 doesn't work for you any more and I'll help you fix it.
  
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- Klaus January 25, 2013 16:19
  
  Yes, I deleted the whole folder for testing purposes. But I made a backup before, so 2.2.3 is still working fine.
  
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Sorry, the new version doesn't work for me. I also deleted the settings folder.

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Klaus January 25, 2013 16:32

Also tested it on a vanilla, fully patched Windows 7 with only AIR (3.5) installed. Same problem. :-(

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Also tested it on a vanilla, fully patched Windows 7 with only AIR (3.5) installed. Same problem. :-(

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Klaus January 25, 2013 16:41

Problem solved. Looks like the font (or something else) is loaded from the net at the first program start. The company firewall blocked that connection for me.

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Problem solved. Looks like the font (or something else) is loaded from the net at the first program start. The company firewall blocked that connection for me.

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Jim Tittle January 25, 2013 19:41

If this is the case, I have not been able to test it yet, this is a big problem. I develop behind a very strict firewall that allows for very little in.

Is it only the first time or every time the application loads?

Is this by choice/design or is it a byproduct/bug?

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If this is the case, I have not been able to test it yet, this is a big problem. I develop behind a very strict firewall that allows for very little in. Is it only the first time or every time the application loads? Is this by choice/design or is it a byproduct/bug?

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Giacomo 'Peldi' Guilizzoni (Official Rep) January 28, 2013 07:15

Klaus! Thanks so much for figuring this out!

OK, so the deal is that since we switched to a new version of the Flex framework, Mockups has to download two libraries from adobe.com the first time it runs, so that it can cache them locally[1].

If you're offline or if your firewall blocks adobe.com, the app will freeze.

I am going to try and embed those two libraries into the app itself today. In the meantime, the solution is to try to let our app download those libraries, or roll back to 2.2.3, which uses libraries you probably already have cached locally (or it would have frozen as well).

More soon,
Peldi

[1] This is the documentation for this feature: http://livedocs.adobe.com/flex/3/html...

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Klaus! Thanks so much for figuring this out! OK, so the deal is that since we switched to a new version of the Flex framework, Mockups has to download two libraries from adobe.com the first time it runs, so that it can cache them locally[1]. If you're offline or if your firewall blocks adobe.com, the app will freeze. I am going to try and embed those two libraries into the app itself today. In the meantime, the solution is to try to let our app download those libraries, or roll back to 2.2.3, which uses libraries you probably already have cached locally (or it would have frozen as well). More soon, Peldi [1] This is the documentation for this feature: http://livedocs.adobe.com/flex/3/html/help.html?content=rsl_09.html

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Kenny Goh January 29, 2013 16:20

Problem loading balsamiq sans font wXPsp3 stops MOCKUPS for DESKTOP 2.2.6 loading! Have purchased license however the software will not OPEN!
the software freezes on load with the screen saying "loading BALSAMIQ SANS FONT"

Please help!

This reply was created from a merged topic originally titled
Problem loading balsamiq sans font wXPsp3 stops MOCKUPS for DESKTOP installing.

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Problem loading balsamiq sans font wXPsp3 stops MOCKUPS for DESKTOP 2.2.6 loading! Have purchased license however the software will not OPEN! the software freezes on load with the screen saying "loading BALSAMIQ SANS FONT" Please help! This reply was created from a merged topic originally titled <a class='notranslate' href="http://community.balsamiq.com/balsamiq/topics/problem_loading_balsamiq_sans_font_wxpsp3_stops_mockups_for_desktop_installing" target="_blank">Problem loading balsamiq sans font wXPsp3 stops MOCKUPS for DESKTOP installing</a>.

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Vincent van Scherpenseel January 30, 2013 13:50

The latest Balsamiq release (28 January version) doesn't load on Mac OSx. It gets stuck at loading the Balsamiq Sans font. I tried re-installing both Balsamiq as Adobe Air (running the latest version) and also restarting the whole system. Also the pre-release version shows this behaviour.

I'm on a retina Macbook Pro, running the latest OSx version.

This reply was created from a merged topic originally titled
Latest Balsamiq release doesn't load on Mac OSx.

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The latest Balsamiq release (28 January version) doesn't load on Mac OSx. It gets stuck at loading the Balsamiq Sans font. I tried re-installing both Balsamiq as Adobe Air (running the latest version) and also restarting the whole system. Also the pre-release version shows this behaviour. I'm on a retina Macbook Pro, running the latest OSx version. This reply was created from a merged topic originally titled <a class='notranslate' href="http://community.balsamiq.com/balsamiq/topics/latest_balsamiq_release_doesnt_load_on_mac_osx" target="_blank">Latest Balsamiq release doesn't load on Mac OSx</a>.

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Vijay Bhaskar February 02, 2013 09:55

Same problem as Vincent. I tried updating my existing version and the software just gets stuck. What do I do?
I have deadlines and have unwittingly replaced my existing version with the non workable version.

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Same problem as Vincent. I tried updating my existing version and the software just gets stuck. What do I do? I have deadlines and have unwittingly replaced my existing version with the non workable version.

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Vincent van Scherpenseel February 02, 2013 12:42

Hi Vijay, I've uploaded the previous version of Mockups here: http://vincent.io/wp-content/uploads/....

Good luck on those deadlines :)

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Hi Vijay, I've uploaded the previous version of Mockups here: http://vincent.io/wp-content/uploads/2013/02/MockupsForDesktop.dmg. Good luck on those deadlines :)

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Vijay Bhaskar February 02, 2013 12:56

Thank you so much. Highly appreciate this.

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Thank you so much. Highly appreciate this.

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Ben Norris (Employee) February 02, 2013 15:25

As mentioned above, the program has to load a couple files the first time it runs, so it just needs to be able to access the internet.

If you do need to roll back, our official build archives are here: http://builds.balsamiq.com/archives/ (available from our download page: http://www.balsamiq.com/download). Good luck! Let us know if you run into any snags.

Thanks for helping out Vincent!

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As mentioned above, the program has to load a couple files the first time it runs, so it just needs to be able to access the internet. If you do need to roll back, our official build archives are here: http://builds.balsamiq.com/archives/ (available from our download page: http://www.balsamiq.com/download). Good luck! Let us know if you run into any snags. Thanks for helping out Vincent!

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Vincent van Scherpenseel February 03, 2013 10:57

Hi Ben,

I am 100% sure that I was connected to the internet at the time but it didn't matter. I'm afraid there's some edge case in the installation somewhere.

Kind regards,
Vincent

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Hi Ben, I am 100% sure that I was connected to the internet at the time but it didn't matter. I'm afraid there's some edge case in the installation somewhere. Kind regards, Vincent

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Giacomo 'Peldi' Guilizzoni (Official Rep) February 03, 2013 13:41

Hi Vincent, can you try visiting http://builds.balsamiq.com/b/mockups-... from that same machine? It should download (and cache) the 2 libraries that are needed for the Desktop version to work as well. In other words, try http://builds.balsamiq.com/b/mockups-... then try installing Desktop again.

For the next release, we'll make it so that the 2 libraries come with the app.

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- Giacomo 'Peldi' Guilizzoni (Official Rep) February 03, 2013 13:42
  
  Oh, and if that still doesn't fix it for you, we'll need to get on Skype for a screen-sharing debugging session. :)
  
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Hi Vincent, can you try visiting http://builds.balsamiq.com/b/mockups-web-demo/ from that same machine? It should download (and cache) the 2 libraries that are needed for the Desktop version to work as well. In other words, try http://builds.balsamiq.com/b/mockups-web-demo/ then try installing Desktop again. For the next release, we'll make it so that the 2 libraries come with the app.

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Vincent van Scherpenseel February 04, 2013 07:40

Hi Peldi,

Although I can successfully load http://builds.balsamiq.com/b/mockups-... it still won't let me run Mockups for Desktop after re-install. I tried re-downloading the installer and run it again, but no change: it still gets stuck at font loading.

Feel free to add me on Skype for a screen-sharing session. My Skype ID is 'vvanscherpenseel'.

Kind regards,
Vincent

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Hi Peldi, Although I can successfully load http://builds.balsamiq.com/b/mockups-web-demo/ it still won't let me run Mockups for Desktop after re-install. I tried re-downloading the installer and run it again, but no change: it still gets stuck at font loading. Feel free to add me on Skype for a screen-sharing session. My Skype ID is 'vvanscherpenseel'. Kind regards, Vincent

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Giacomo 'Peldi' Guilizzoni (Official Rep) February 04, 2013 16:32

Hi all, we think we have a build that fixes this: http://www.balsamiq.com/products/mock... - would you mind taking it for a spin and reporting back!

Thanks so much Vincent for the help debugging! :)

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Hi all, we think we have a build that fixes this: http://www.balsamiq.com/products/mockups/next - would you mind taking it for a spin and reporting back! Thanks so much Vincent for the help debugging! :)

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Klaus February 04, 2013 17:53

Working for me.

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Working for me.

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Martin Buch February 13, 2013 13:49

Works here also.

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Works here also.

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Ben Norris (Employee) February 14, 2013 03:22

Thanks for letting us know guys!

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Thanks for letting us know guys!

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