This article explains some of the common issues you may encounter while running the Fathom Desktop Connector, with accompanying resolutions.  We have a series of troubleshooting steps which may help to easily resolve the situation before you need to contact Fathom support.

Getting up to date

The first thing you should do is make sure you have the most recent version of the desktop connector installed. Usually the Desktop Connector will update itself automatically, but we have encountered corrupted installations in the past.

To do this please open your Windows File Explorer and delete this folder:

C:\Users\{your current username}\AppData\Local\Apps\2.0\

This will remove the current copy of the Desktop Connector. After doing this, please login to Fathom and attempt to download and run the Desktop Connector again.  

Starting the Desktop Connector

Once we are confident you are up to date, we can verify that the Desktop Connector starts properly.

Security Warning

You may see an dialog similar to this, with the message, "Your administrator has blocked this application because ..."

This is a result of security settings either specific to your local PC or enforced by a group policy if you are in a corporate environment. Please try the following resolutions in order:

  1. Check that your PC/browser trusts the Digicert certificate

    A Digicert certificate is used to sign the desktop connector. You should first check that you have the correct root certificate installed. Go to this webpage and verify that no warning is presented.  
    https://global-root-ca.chain-demos.digicert.com/

    If the root certificate turns out to be the issue then, if you are comfortable, you can use the following utility to repair the certificate chain:
    https://www.digicert.com/util/repair-intermediate-ssl-certificate-errors-using-digicert-utility-for-microsoft-servers.htm
  2. Ensure that the ClickOnce Trust Prompt behaviour is correct

    For advanced technical users, you can edit the Windows Registry to verify that the correct trust is assigned to Click Once applications (eg. The Fathom Desktop connector).

    The following article helps demonstrate the changes required.
    https://superuser.com/questions/1252575/unable-to-install-clickonce-application-due-to-security-settings-windows-10

    For more information please see the following article from Microsoft:
    https://docs.microsoft.com/en-us/visualstudio/deployment/how-to-configure-the-clickonce-trust-prompt-behavior?view=vs-2015
  3. Add Fathom as a trusted site in your local internet settings.

    Open Windows Control Panel and go to Internet options (you can also access these settings by opening the Start menu, typing Internet options and pressing Enter).

    Click the Security tab and select the Trusted Sites zone.
    Click the Sites button on the right side and add the following URL's as shown below:
    https://www.fathomhq.com
    https://*.fathomhq.com

    Click OK to Save.


Exception and/or crash

An error may present itself that looks similar to this: 

In this case we need to find the error detail from the 'Event Viewer' in Windows. You can start the event viewer by going to 'Start' in Windows and typing 'Event'. Once it has started, go to 'Windows Logs > Application' to see if you can spot any error related to the Desktop Connector. Please copy and paste the detail from this error and send it back to me. Here's a picture showing the 'Event Viewer' and where to get the extra detail.

Instructions related to the Windows Event Viewer can be found here:
http://www.howtogeek.com/123646/htg-explains-what-the-windows-event-viewer-is-and-how-you-can-use-it/

Error: 'Application Improperly Formatted'

This error is caused by not having the correct .NET Framework version installed. Due to a recent Microsoft update we now require that the computer running the Connector has the Microsoft .NET Framework v4.5 installed. Please see the instructions for installation in the requirements section.


Using the Desktop Connector

Once the Desktop Connector has started, we can now attempt to extract data from a company file and upload it to Fathom. If the upload fails for any reason, please send us the 'support log'.


Support Log

 Accessing the support log from the desktop connector is simple:

  • Select the 'About' link on the top right.
  • Select the 'Support Log' link from the About window
  • This will open up the support log. Select all the text in the log window, and send it back to us. 

Any other screenshots or detail that you can provide with regards to your environment or that you think may be helpful are also welcome.


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