When something goes wrong

If something is wrong, the answer is often on this page.

If it is not, open an issue and describe what happened. Please do not paste real student names into an issue; it is a public page.

Anything about a purchase, a key or a refund goes to support@doublespaced.app instead, which is not public.

Windows will not let me run the installer

SmartScreen says "Windows protected your PC" because the installer is not signed. Choose More info, then Run anyway. More about that.

macOS says the developer cannot be verified

Open System Settings, then Privacy and Security, scroll to the message about Greatbook, and choose Open Anyway. Then launch it again. Right-clicking and choosing Open no longer works on recent versions of macOS.

Chrome is not offering to install the app

The install button appears once Chrome has decided the page is a real app, which can take a moment on a first visit. It also needs a secure connection, so it will not appear on a copy of the site served over plain http.

If it still does not appear, the app works perfectly well in a tab. Installing only changes the window it opens in.

The app says it cannot write to my file

Something outside the app is in the way: the file is open in another program, the drive it is on has been unplugged, or the disk is full.

Your work is safe. Everything you typed was recorded on this computer before the file was ever touched, and the file catches up once the obstacle is gone.

Chrome is asking for permission to my file again

Chrome forgets file permissions between sessions and asks again when you return. Say yes and the app carries on where it was.

My gradebook is empty on this computer

Your gradebook lives on one computer, in one browser. Opening the app somewhere else gives you an empty one.

If you have a backup file, Settings, then Restore from a file, brings it back.

To have the same gradebook on more than one computer, see Google Drive backup.

I made a mess of a column

Undo is in the top bar, and covers what you have done since you opened the app.

If the mess is older than that, Settings lists dated backups under Backups, and restoring one replaces the gradebook with what it held.

Google Drive is not offered in Settings

Drive backup comes with the premium version. If you have not bought it, it will not appear in Settings.

If you have bought it and it is still missing, your school has most likely turned off outside apps for school Google accounts. Many districts do. Greatbook detects that and hides Drive rather than letting you sign in to something that will not work. Your school's IT people can confirm it either way.

I bought the premium version and my key has not arrived

Check the spam folder first, since a receipt from a shop you have not bought from before often lands there.

Polar's receipt also carries a link to your own purchase page, where the key can be looked up again at any time.

If neither helps, write to support@doublespaced.app and say which email address you paid with.

My key will not go in on another computer

A key covers five computers. If all five are used, open Settings on a computer you no longer mark on and choose Remove this key from this computer, which frees the slot.

If that computer is gone for good, write to support@doublespaced.app and the slot can be freed from the shop's side.

Drive backup has stopped and the app is asking me to reconnect

The key is checked with the shop now and then, and that check needs the internet. After a long stretch with no connection, Drive backup pauses until the app can ask again.

Open the app once with a connection and Drive backup starts again. Nothing has been lost, and you do not have to buy anything a second time. The rest of Greatbook keeps working while it is paused.

I want to start the year again

Settings, then Start over, erases the gradebook on this computer. Take a backup first. It is the only way back to what you have now, and the app will remind you before it erases anything.