Fetch Softworks

can't open up program (23 posts)

• Started 14 years ago by Jack
• Latest reply 13 years ago from Scott McGuire

• Jack Member

  getting "action could not be completed because an error occurred" mac os error 10002 then greyed out and lock up have to force quit.
  Any ideas out there?

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Jack,

  This error may indicate a problem with the Mac OS X keychain, which Fetch uses to securely store the passwords for your shortcuts and recent connections.

  Please do the following to check for and repair problems with the keychain:

  * Quit Fetch, if it's running.
  * Open the Keychain Access application, which is in the Utilities folder inside your Applications folder.
  * Go to the Keychain Access menu, and choose Preferences.
  * Click on the "First Aid" tab.
  * Make sure both "Synchronize login keychain password" and "Set login keychain as default" are checked.
  * Then go to the Keychain Access menu, and choose Keychain First Aid.
  * In the password field of the Keychain First Aid window, enter your Mac OS X admin password (this should be the same as your Mac OS X login password).
  * Click the Repair radio button.
  * Click the Start button.
  * Once it's done, close the Keychain First Aid window.
  * Restart your Macintosh.

  Then try Fetch again.

  Let us know if you're still having problems after doing this.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Jack Member

  Had me excited there for a second - as the repair process in Keychain did result in a repair fix but the reboot of the mac and restart of Fetch resulted in the same message.

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Jack,

  Okay, thanks for trying that.

  Is this a new problem? Has Fetch been working okay for you until just recently?

  If this is a new problem, did it just starting happening after you upgraded Fetch or Mac OS X?

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Jack Member

  It's about a week old. No upgrades to Fetch, though as I said in an email to serial@ I'd like to upgrade but can't access/find my serial #. No upgrades to MacOS though I have this OS bug that seemed to just come up that doesn't allow me to put my volume setting on my menu bar.

  Can this be solved by buying the new upgrade? I'm all for that, as I'm in a bind today on this.

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Jack,

  I'm not sure upgrading would necessarily solve the problem; the cause may be external to Fetch.

  We can try downloading the new version and see if that helps, but before we do that, I'd like to try a couple of other things first.

  Could you please do the following?

  * In the Finder, go to the "Go" menu, and choose "Home"
  * Open the Library folder
  * Open the Preferences folder
  * Find the com.fetchsoftworks.Fetch.plist, Fetch Prefs, and Fetch Cache files, and move them to the Desktop. (You may not have all three of these files, and that's okay.)

  Then try to run Fetch. Does that fix the problem?

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Jack Member

  Hi Scott,
  I downloaded the upgrade and tried it before I saw your last email. It didn't work. I then tried your idea of dragging the plist files out of the folder and it worked!

  Thanks. I have the new upgrade and I'm running fine. Should the plist files go back in? Do I have a larger problem?

  Jack

  Posted 14 years ago #

• Jack Member

  I spoke too soon. The program opens and allows me to move among my folders but will not allow me to upload files.
  Arrrggh.

  Edited 14 years ago #

• Scott McGuire Administrator

  Hi Jack,

  Do you get an error message when you try to upload files?

  And could you please email the plist files to us so we can look and see if we can figure out why they were causing a problem? Please do the following:

  * Select all three files.
  * Go to the File menu, and choose Compress (or Create Archive, if you are on Mac OS X 10.4).
  * This will create a zip file. Please email that zip file to us at bugs@fetchsoftworks.com .

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Jack Member

  I get two error messages mac os error -50 and error 10002.

  I'll get the files together for you in a minute or two.
  Jack

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Jack,

  There's another file we'd like to see, your Fetch.log file. To find it:

  * Click the desktop background to select the Finder.
  * Choose "Home" from the Go menu in the Finder
  * Open the Library folder
  * Open the Logs folder
  * Find the file named "Fetch.log"

  Please email it to us at bugs@fetchsoftworks.com .

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Robertl Member

  I just seeing the same issue as jack. It's driving me nuts. It seems to be a video driver issue!?

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Robert,

  I realize that you said you are seeing the same issue as Jack, but could you please describe to us exactly what behavior you're experiencing, since Jack experienced several different problems?

  And could you tell us which version of Fetch, and which version of Mac OS X, you are using?

  And have you been able to use Fetch successfully previously, and this is a new problem? Or has Fetch never worked correctly for you?

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Robertl Member

  It's a new problem...can't say exactly when it started but maybe with 10.6.3, it's running on a Mac Mini.

  Fetch is version 5.5.3, I've been using fetch for years and this just started.

  I removed the preferences and caches. I repaired the keychain. I mailed the fetch log to bugs at

  When I start fetch I see the -50 error twice and then 10002 then fetch pretty much stops working.

  R

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Robert,

  Thanks for the additional information. We didn't receive your Fetch log, could you please try sending it to us again? The link to use is bugs@fetchsoftworks.com .

  Unfortunately, the most likely cause of this problem is a corrupted installation of Mac OS X; it may be that something went wrong when you updated to 10.6.3. So while we'll take a look at the log, I would recommend downloading the Mac OS X 10.6.3 updater and installing it again to see if that helps. You can download it from this Apple webpage: http://support.apple.com/kb/DL1017

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Robertl Member

  Scott--
  I re-sent the fetch log....hope you got it.
  I re-installed the OS update, no joy.....

  R

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Robert,

  Hmm, no, the log didn't show up again. Usually we don't have any problem receiving logs from customers.

  Before you try sending it to us again, could you please compress it, in case the problem is the size of the file? To do this, select the Fetch.log file, go to the File menu, choose Compress, and send the resulting zip file instead.

  Also, I've set up a different email address that goes through a different system; this time please try sending it to fetch-temp1@fetchsoftworks.com .

  And in the meantime, the next thing I'd like you to try is:

  * Create a new user account on your Mac. (Let us know if you need info on how to do that.)
  * Log into that new account instead of your regular account.
  * Download a fresh copy of Fetch in that account using this link: http://fetchsoftworks.com/fetch/download/latest
  * Try running that freshly downloaded copy of Fetch and let us know what happens.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Robert,

  Actually, no need to try sending the log again - one of your messages finally showed up in our mailbox. I'm looking it over.

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Scott McGuire Administrator

  Hi Robert,

  I've taken a look at the log and I'm still interested in hearing the results of trying a fresh copy of Fetch in a new user account.

  Also, could you please send us a System Profile report of your Mac? To do this:

  * Go to the Apple menu, and choose About this Mac.
  * Click the "More Info" button. This will open Apple System Profiler.
  * Go the File menu, and choose Save.
  * Give the file a name such as "Robert's System Profile."
  * Save it.
  * Compress the resulting file as a zip file.
  * Email the zip file to us at bugs@fetchsoftworks.com

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 14 years ago #

• Michael Member

  I am seeing the same issues as the previous users and have tried all of the fixes you suggest. I am still having the same problems of:
  1) upon opening Fetch, I get the error messages 50 and 10002.
  2) when I get ot the point of trying to download the file, the program locks up and I have to force quit.

  Mac OS 10.6.5
  Fetch 5.6

  Posted 13 years ago #

• Scott McGuire Administrator

  Hi Michael,

  Please try the following:

  * Restart your Macintosh. (Go to the Apple menu, choose Restart.)
  * After your Mac has finished restarting, do not try to run Fetch.
  * Instead download a fresh copy of Fetch using this link:

  http://fetchsoftworks.com/fetch/download/Fetch_5.6.dmg

  or using the Download link on our website's homepage.
  * Install the freshly downloaded copy of Fetch, replacing your existing copy.

  Try running Fetch again. Does that make a difference?

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 13 years ago #

• Michael Member

  Hi Scott,

  I get the same error messages. Upon opening Fetch, the error 50 pops up as the shortcuts window opens, then the second error 50 message pops up as the new connection box opens and finally, the error 10002 pops up. I can click through all of them, open the connection to the server but am unable to download any files (system locks up and I have to force quit).

  Posted 13 years ago #

• Scott McGuire Administrator

  Hi Michael,

  Thanks for trying that.

  Could you please send us your Fetch.log file? We'll take a look and see if we can make any suggestions.

  To find it:

  * Click the desktop background to select the Finder.
  * Choose "Home" from the Go menu in the Finder
  * Open the Library folder
  * Open the Logs folder
  * Find the file named "Fetch.log"

  Please email it to us at bugs@fetchsoftworks.com .

  The file may be somewhat large, so you may want to compress it before sending it to us. (Select the Fetch.log file, go to the File menu, choose Compress, and send the resulting zip file instead.)

  Thanks,

  Scott McGuire
  Fetch Softworks

  Posted 13 years ago #