Viewing 15 posts - 1 through 15 (of 23 total)
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  • #18516
    Amanda Duncan
    Member

    The app won’t open for me.

    I get the following message:

    Detection failed
    <p class=”p1″>MyDataMerge couldn’t read necessary information from Adobe® InDesign®. Please wait until it is fully started and try again. Please ensure that no modal windows are opened.</p>

    #18518
    Pat
    Staff

    Hi Amanda,

    and welcome aboard. Please do the following:

    • Restart InDesign
    • Then restart MyDataMerge

    Does it work now?

    If not: Which Version of Indesign and MyDataMerge are you running?

    Regards,
    Pat

    Official MyDataMerge Team

    #18529
    Amanda Duncan
    Member

    I’ve done this a number of times and have restarted a number of times as well. I also deleted and reinstalled the app.

    #18530
    Pat
    Staff

    Hi Amanda

    Could you please then give me the versions of InDesign, MyDataMerge and your macOS?

    Regards

    Pat

    Official MyDataMerge Team

    #18531
    Amanda Duncan
    Member

    Hey Pat! Here are the details:

    Indesign – 18.1
    MyDataMerge – The most recent Free version on your website
    Mac OS – 12.5.1

     

    #18532
    Amanda Duncan
    Member

    I updated my OS to 13.2.1 just to see if that would make a difference. Sadly, I’m still getting the same area.

    #18540
    Amanda Duncan
    Member

    I’m still really hoping to fix this. I have some projects that this software would really be helpful with.

    #18541
    Pat
    Staff

    Hi Amanda

    after talking to our developers we think there might be only three reasons left avoiding communication between MyDataMerge and InDesign:

    1. Data protection setting: Go to your system controls > privacy & security > automation and check if MyDataMerge is listed. If so, click it and check if InDesign is listed and active
    2. Antivirus/Protection Software like Bitdefender or similar. If you have any installed: Check if it works with software turned off and then whitelist the application
    3. Do you have multiple instances of InDesign installed? Check the applications folder. If so remove all but one

    Regards

    Pat

    Official MyDataMerge Team

    #18544
    Amanda Duncan
    Member

    Ok, we can rule out 1 & 3 on this list.

    Do you have any recommended list of things that are needed to be whitelisted on antivirus side?

    #18545
    Pat
    Staff

    Which one do you have?

    Official MyDataMerge Team

    #18547
    Amanda Duncan
    Member

    Sophos.

    #18548
    Pat
    Staff

    Checking which applications are blocked or not in Sophos
    The only place you can customize or change which applications are blocked or allowed is from the Sophos Central Admin console. Locally on the computer, you can only switch the feature off or on, but you must be a Sophos Administrator. You cannot customize the policy nor allow an application locally.

    Suppose you check which applications are allowed or blocked for a specific computer. In that case, you must move to the Sophos Central Admin console and review the specific Application Control policy applied.

    If you’re not the administrator you have to check with them

    Here’s the Sophos help article

    Regards

    Pat

    Official MyDataMerge Team

    #18593
    Pat
    Staff

    Any progress on this?

    Official MyDataMerge Team

    #18703
    Amanda Duncan
    Member

    I just worked with my company’s IT team today and we are still having trouble getting it to launch. I’ll keep you updated.

    #18704
    Pat
    Staff

    Thank you for the update. I’ll keep the Ticket open.

    Official MyDataMerge Team

Viewing 15 posts - 1 through 15 (of 23 total)
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