Knowledge Base and Forums/Livescribe Forums/Livescribe Desktop (Mac)
Livescribe Lion Issues
Iona Makiola
posted this on Feb 03 04:32
I'm trying to install the Livescribe desktop for Mac on my Macbook Pro, its running Lion (10.7.2)
I've just received my 8Gb Echo pen and was running through the set up procedure.
Having downloaded the zip file for Mac OS X and run it, the installer would not complete. It runs through all the steps up to the packaging scripts and then crashes and says to contact the manufacturer.
Comments
Hi,
Please refer to this KB article regarding your issue:
85052 - Error installing Mac Livescribe Desktop "Install Failed. The following step failed: run postupgrade script for livescribeConnect.”
http://support.livescribe.com/entries/20745587-85052-error-installing-mac-livescribe-desktop-install-failed-the-following-step-failed-run-postupgra
Thank you,
Jeff
I have the same issue. The KB article does not apply in my case, as I get this error on a fresh install (I have no previous version that might be conflicting).
Livescribe Desktop and Connect do run, but the software does not communicate with the pen when I connect it via USB.
I also have an 8GB Echo pen and am running Mac Os X 10.7.3
Hi Jeroen,
Is your issue that you receive the error message:
"Install Failed. The following step failed: run postupgrade script for livescribeConnect.”
...or that Livescribe Desktop cannot communicate with the smartpen?
Please clarify.
Thanks,
Priscilla
Hi Priscilla,
It seems pretty logical to me that the Failed Installation is related to the pen not communicating with the software. As this was a fresh install rather than an upgrade, a failed install very likely means that not all the files have been installed on my machine.
Thanks,
Jeroen
Hi Jeroen,
Since that is the case, please go through the following steps to resolve this:
1. Uninstall Mac Livescribe Desktop and Connect by downloading and running this uninstaller -
http://dl.dropbox.com/u/20699264/Mac%20LD%20Uninstaller.pkg
2. Open Spotlight (magnifying glass in the upper right of your desktop) and type "adobe air uninstaller".
3. Double click the “Adobe AIR Uninstaller” file to run it and click the Uninstall button to uninstall Adobe AIR.
4. Click on the Apple icon on your desktop menu bar, navigate to “System Preferences… > Energy Saver”, and un-check "Automatic Graphics Switching" if the option appears (it might not).
5. Activate your “Finder” menu by clicking somewhere on an unused area of your desktop.
6. Lion Users:
Hold down the keyboard option key and from the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Library > Application Support.
Snow Leopard and Leopard Users:
From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select Go > Home > Library > Application Support.
7. Click on the “Livescribe” folder located in “Application Support” and press return on your keyboard.
8. Rename the “Livescribe” folder to something else (for example “Livescribe2”).
9. Keep the “Library” window open but close Application Support by clicking on the triangle.
10. Scroll down and double-click the “Preferences” folder.
11. Click on the “com.livescribe.LivescribeConnect” folder located in “Preferences” and press return on your keyboard.
12. Rename the “com.livescribe.LivescribeConnect” folder to something else (for example “com.livescribe.LivescribeConnect2”).
13. Download and run the Mac Livescribe Desktop Installer from http://www.livescribe.com/install .
This should resolve the installation error. If you still have a problem please let us know.
Best,
Priscilla
I ran the above steps and got the same "Install Failed" message.
Here are the errors from the Installer Log:
May 16 12:15:06 Jeroens-MacBook-Air installd[14472]: PackageKit: ----- Begin install -----
May 16 12:15:09 Jeroens-MacBook-Air installd[14472]: PackageKit: Install Failed: Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “Livescribe Software.pkg”." UserInfo=0x7fad14805270 {NSFilePath=./postinstall, NSURL=file://localhost/Volumes/Livescribe%20Software/Livescribe%20Software.pkg#adobeairinstaller.pkg, PKInstallPackageIdentifier=com.livescribe.AdobeAIRInstaller.pkg, NSLocalizedDescription=An error occurred while running scripts from the package “Livescribe Software.pkg”.} {
NSFilePath = "./postinstall";
NSLocalizedDescription = "An error occurred while running scripts from the package \U201cLivescribe Software.pkg\U201d.";
NSURL = "file://localhost/Volumes/Livescribe%20Software/Livescribe%20Software.pkg#adobeairinstaller.pkg";
PKInstallPackageIdentifier = "com.livescribe.AdobeAIRInstaller.pkg";
}
May 16 12:15:10 Jeroens-MacBook-Air Installer[14462]: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.
May 16 12:15:10 Jeroens-MacBook-Air Installer[14462]: Displaying 'Install Failed' UI.
May 16 12:15:10 Jeroens-MacBook-Air Installer[14462]: 'Install Failed' UI displayed message:'The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.'.
Hi Jeroen,
Please go ahead and contact cs@livescribe.com so that we may continue troubleshooting your issue.
Best,
Priscilla