Troubleshoot common issues in ATLAS.ti Mac
Key takeaways
- Most issues are related to installation setup, licensing, or connectivity, so start by reviewing these areas.
- Make sure your computer meets the system requirements for ATLAS.ti Mac to ensure smooth performance.
- Check your network, system settings, and security software, as they can often interfere with normal operation.
- Back up your data before making any system-level changes to avoid potential data loss.
Who this article is for
This article is intended for ATLAS.ti Mac users experiencing installation, licensing, or other technical issues.
1. Installation & system requirements
Installation failed: Rosetta 2 is required for this app
Cause:
Apple Silicon Macs require Rosetta 2 for compatibility.
Fix:
Click on the "Open Terminal" button and Run the following command in Terminal, then relaunch ATLAS.ti:
/usr/sbin/softwareupdate --install-rosetta --agree-to-license
Installation failed: Unable to start core components
Cause:
Cybersecurity software (e.g. F-Secure) is blocking ATLAS.ti components.
Fix:
Add ATLAS.ti to your security software's whitelist and then relaunch the application.
Installation failed: User account and home folder names do not match
Cause:
Mismatch between macOS account name and home folder path.
Fix:
Follow Apple’s official steps to align the following names, including capitalization (lowercase is recommended)
- Account name
- Home folder name
- Users & Groups home directory
Why this matters:
Mismatch of the mentioned names may lead to data loss. We introduced this check after some users had experienced data loss because of such a discrepancy.
2. Licensing & connectivity issues
Licensing connection failed: Cannot connect to the license server
Cause:
Network, firewall, VPN, or security software blocking access.
Fix:
1. Set Date & Time to auto-sync.
2. Try another network (e.g. mobile hotspot).
3. Allow ATLAS.ti in your firewall settings.
4. Check access to https://my.atlasti.com.
5. Adjust security software or VPN network settings (whitelist ATLAS.ti).
⚠️ Important:
If you have opened a project and are unable to save your project changes, we recommend backing up your ATLAS.ti library immediately, where project data is stored. Follow the steps below to back up the default library in ATLAS.ti 26:
- Keep your project open in ATLAS.ti 26.
- Open the Terminal application (Finder → Applications → Utilities → Terminal).
- Copy and paste the following command into Terminal:
zip -r ~/Desktop/ATLAS-Library.zip ~/Library/Application\ Support/ATLAS.ti26/ - Press the Return key. This will create a file named ATLAS-Library.zip on your Desktop.
- Quit Terminal.
3. Crash & diagnostic handling
ATLAS.ti Mac crashes
Cause:
Specific steps in the app trigger a crash.
Fix:
- Restart your Mac.
- Repeat the steps in the software to confirm the issue.
- refer to the When to Contact Support section to gather and provide the necessary troubleshooting information and files.
When to contact support
Please contact ATLAS.ti Support if you are unable to resolve the issue after completing the troubleshooting steps.
To help us assist you more efficiently, please provide the following:
- A screenshot of any warning or error messages
- Clear steps to reproduce the issue (written instructions or a screen recording)
- Two technical support files. To generate these files, keep ATLAS.ti open and follow these steps:
- Go to the Help menu in the top menu bar.
- Press and hold the Option key on your keyboard.
- Select Export System Report (not Send System Report).
- In the pop-up window, generate the two files: General.atlinfo and Projects.atlinfo.
- Any additional relevant information that may help us reproduce or diagnose the issue.
Please send the requested information and files to mac@support.atlasti.com. If any files are too large to attach, upload them to a file-sharing service such as Dropbox and include a direct download link in your email. Rest assured that all data will be treated with full confidentiality. We appreciate your cooperation!