Hi, we have had some minor errors popping up at different stages of our initialization of shotgun studio on our small-scale testing project here. We've resolved the issues, but we figured we should inform you of these errors. These are error that are prone to happen on our macs on every new user account connecting to the project through the Shotgun Desktop application.
OS X 10.9.2
Local Python: 2.6.8
Upon starting Shotgun Desktop on Mac Os after installation, we are experiencing a couple of issues. We believe the problem is encoding-related.
Error Message 01:
Error starting the Toolkit, please contact support.
Looks like the roots file is corrupt. Please contact support! File: '/home/apoursam2/Library/Application Support/Shotgun/aau.shotgunstudio.com/site/config/core/roots.yml' Error: unacceptable character #x0000: special characters are not allowed
in "/home/apoursam2/Library/Application Support/Shotgun/aau.shotgunstudio.com/site/config/core/roots.yml", position 3
Our fix :
The referenced files gets opened by default using the wrong encoding, open the with UTF-8 or Windows 1252 encoding.
The file seems to be in wrong encoding , When file is opened using UTF-8 encoding, it's content is : {} + a lot of NUL charachters.
Remove NUL characters and save it out using Windows 1252 encoding.
Error Message 02:
Error starting the Desktop engine, please contact support.
Looks like a config file is corrupt. Please contact support! File: '/home/apoursam2/Library/Application Support/Shotgun/aau.shotgunstudio.com/site/config/core/pipeline_configuration.yml' Error: unacceptable character #x0000: special characters are not allowed
in "/home/apoursam2/Library/Application Support/Shotgun/aau.shotgunstudio.com/site/config/core/pipeline_configuration.yml", position 109
Our Fix:
Removing NUL character and adding a newline ("enter") character at the end of the file. Save out with Windows 1252 encoding.
Error Message 03:
Error starting the Desktop engine, please contact support.
Could not parse file /home/apoursam2/Library/Application Support/Shotgun/aau.shotgunstudio.com/site/config/env/site.yml. Error reported: unacceptable character #x0000: special characters are not allowed
in "/home/apoursam2/Library/Application Support/Shotgun/aau.shotgunstudio.com/site/config/env/site.yml", position 777
Our Fix:
Removing NUL character and adding a newline ("enter") character at the end of the file. Save out with Windows 1252 encoding.
Error 04:
Shotgun Desktop Application gets stuck installing software updates with poor speeds. We ended up killing the app and relaunching it, which made the software update for a short while and launch eventually.
Error 05:
Application configuration are missing due to lack of data in configuration files downloaded or generated at first launch of shotgun app.
This seems to be resolved on the next launch of application after exit and relaunch.
Thank you. Hope to hear back from you.