ATPdigital 8 – Troubleshooting (Mac)

Problems installing ATPdigital

I can’t activate the installation with my Licence Key and Account number

You have typed in the Licence Key incorrectly. Copy and Paste it from your registration email (using Ctrl +C > Ctrl +V) to avoid any incorrect characters.

 

You have used up all the activations on your account. Email support@bristol.gs

 

If after clicking ACTIVATE the icon spins endlessly, this means that ATPdigital cannot contact the server to activate your installation. Ensure you are connected to the internet and that ATPdigital has been added as an exception on your firewall.

“ATPdigital” cannot be opened because Apple cannot check it for malicious software

  • As the app was not downloaded from the App Store, you will need to tell your system that it’s safe to open.
  • To do this, press OK to close the pop up window that opens.

 

  • Open the Apple menu in the top left-hand corner of your screen and click on System Preferences.

  • Once the System Preferences window opens, click on Security and Privacy.

  • You should see a message at the bottom of the General tab telling you that ATPdigital was blocked.

  • Click on “Open Anyway”.
  • You’ll then be asked for your Mac password to confirm your choice.
  • Your choice will then be saved and the app will then open. 

“ATPdigital” is damaged and can’t be opened. You should move it to the bin

If you get this error when reinstalling ATPdigital, it is because you have not uninstalled correctly before reinstalling.

Some of the components of ATPdigital sit outside of the Applications folder, so you cannot uninstall it by simply dragging ATPdigital from your Applications folder into the Trash.

To make this process easy, we have created an app to safely uninstall ATPdigital which you can download from HERE

Simply download, install and then run the app. It will remove ATPdigital and then prompt you to restart, so that it can remove the remaining services. Once you have rebooted, you can drag the uninstaller into the Trash.

Problems signing in

Authentication failed

This error indicates that your email address and password have not been recognised.

Double-check the spelling of your email and consider using the “Forgotten Password” link to reset your password

If you still can’t sign in after resetting your password, email support@bristol.gs

Install not found

You cannot have two installations of ATPdigital on the same machine. If you are seeing this error message, it implies that you still have a copy of ATPdigital 6 installed on your Mac.

To fix this problem you will need to uninstall both ATPdigital 6 & ATPdigital 8 before reinstalling ATPdigital 8.

You can uninstall ATPdigital 6 by simply dragging it from your Applications folder into the Trash in the bottom right.

To uninstall ATPdigital 8 you can use this tool.

If you still can’t sign in after reinstalling, email support@bristol.gs

Missing content

My lessons are showing as “Not yet available”

Lessons showing as “Not yet available” are lessons which are assigned to our account, but you have not yet chosen to download.

You can download all available lessons by clicking on the Updates Available button in the bottom left of the dashboard page.

 

 

If you still have a problem after checking through the above guides,

you can contact our IT Support team by emailing support@bristol.gs

or by calling 00 44 1275 345913