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Application Manager Troubleshooting
This area is intended to offer suggestions to help with various App Manager related situations.


Last Updated : August 26, 2016
Products Affected : All, All


What different actions can I take if Application Manager is not working correctly? 

For example, general not responding ("Authenticating" or "Initializing"), unable to connect to the Avid servers or "Failed to delete current token" errors. 



IMPORTANT: Avid no longer recommends that Customers manually remove "Cache" or "Db" files.
As of App Manager 2.5.7(and newer), there are now menu options to perform these actions; included in the "Administration" options within App Manager. 

    Where can I find the most recent App Manager Documentation?


    Where can I find the most recent App Manager Documentation?


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    What Network-related things can I troubleshoot?

    You can refer to the App Manager network page here:

    Additionally App Manager is dependent on firewall rules and access, similar to how iTunes and other applications operate.


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    How do I troubleshoot if App Man freezes or gets stuck on Initializing

    If you find the Application Manager hanging/freezing/or getting stuck on "Authenticating" or "Initializing", please try one or all of the following steps:
    • Make sure you have the most current version of App Man installed. (Latest versions can be found here)
    • Clearing App Manager Cache files via the Settings menu > Administration > "Clear Cache files"
    • Restart the Application Manager Helper via the Settings menu > Administration > "Restart App Manager Helper" (Please see attached "Restart App Manager Helper.png")
    • Restart your computer or log out of your User
    •  

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    What do I do if get a "Javascript Alert - Failed to delete current token" error?

    • If you encounter this error, please restart your computer and try to log in again. This error indicates a problem communicating with the Avid Everywhere Platform. 
    • Please see attached "Failed to delete current token.png"


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    Where can I go to get more information on Licensing problems with Media Composer?

    There are several areas you can visit for information or issues with licensing:


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    Where can I troubleshoot Licensing issues with Sibelius specifically?

    There are a few articles specific to Sibelius you can visit:

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    Attachment:  Restart App Manager Helper.png

    Attachment:  Failed to delete current token.png

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