Other Resources

Suitcase Fusion 5 Uninstaller (Macintosh)

Supported Products and Versions

Extensis provides full support for the current version of all shipping products. In addition, Extensis will provide limited support for older products up to one year after the product version is no longer offered for sale (usually at the release of the next major version). Extensis may, at their discretion, extend limited support on a case-by-case basis. Furthermore, we only support our products in the host application and OS environments in which they are tested. Please see our online support information or contact Extensis Technical Support if you have any questions regarding third-party support or compatibility.

Note: Extensis offers additional technical support through annual service agreements (ASA) on selected products. Please contact the Extensis Corporate sales team for more information.

Full Extensis product support includes:

• Free Extensis Technical Support¹ via phone and email during regular business hours.
• Periodic maintenance releases to address bugs and host application and OS compatibility.
• Direct online access to your Extensis product installers.
• Knowledge Base Articles.
• User Community Forums.

Limited Extensis product support includes:

• Free Extensis Technical Support¹ via phone and email for one year beyond the end-of-sale date.
• Direct online access to your Extensis product installers.
• Knowledge Base Articles.
• User Community Forums.

For unsupported products, Extensis will provide relevant Knowledge Base Articles and User Community Forums at our discretion.

Extensis Technical Support

Extensis is pleased to provide free technical support¹ to registered users of Extensis products. Technical support includes helping you:

• Install and uninstall your Extensis product.
• Upgrade your Extensis product.
• Understand the documented features of your Extensis product.
• Configure and run your Extensis product.
• Troubleshoot unexpected behavior encountered while using your Extensis Product.

Extensis Technical Support does not include:

• Assistance with the specialty customization of our products that may be required to integrate them into your specific workflow. This includes, but is not limited to: Applescript, VB Script, JavaScript, HTML and networking.
• Support for any operating system or third-party host application beyond directly supporting our products as noted above.
• Technical assistance for freeware products, discontinued products, or third-party products.

Extensis offers fee-based consulting services to help you develop and implement advanced solutions for your business using Extensis products.

Registration

Technical support is only available to registered users of Extensis products. You can register your Extensis product at our Online Registration page.

¹ Certain Extensis products include an annual service agreement (ASA) that must be renewed after one year in order to maintain support and other benefits. Please contact the Extensis Corporate sales team for more information.

Description

When restoring a backup to UTS 2.1.3 or later, some users may see an ‘UnexpectedRuntimeException’ error in their web browser. The error is typically accompanied by a long sequence of XML and HTML code.

Solution

This error can occur when the password for the default administrator account in the current working database is different from the administrator account password in the backup file. The error message refers to a problem with displaying the Server Admin user interface; the database restore process is not affected.

Restarting the UTS services is not recommended or required; doing so may leave your working database in an unusable state. You can monitor the progress of your database restore using the esp-admin command-line tool. (Replace adminpass with the administrator password from the current UTS database, not the one from the backup file.)

• Mac OS X: Open Terminal from /Applications/Utilities and type in the following, then hit the ‘return’ key:
  sh /Applications/Extensis/Universal Type Server/applications/esp-admin.sh -username administrator -password adminpass -checkdatastoreoperationstatus
• Windows: Open the Command prompt from your Start menu -> Accessories, then type in the following and hit the ‘Enter’ key:
  C:\Program Files(x86)\Extensis\Universal Type Server\applications\esp-admin.bat -username administrator -password adminpass -checkdatastoreoperationstatus

Once the restore process is complete you will be able to log into the UTS Server Admin; closing your web browser window and opening a new one may be necessary.

This issue will be addressed in a future update to UTS.

Description

Illustrator CC 2014 crashes if Universal Type Client is running. This started after I updated Illustrator to version 18.1.0.

Solution

Adobe changed some of its plugin requirements for Illustrator CC 2014, October 2014 release, version 2014.1. Extensis is actively updating the Illustrator CC 2014 plugin for Universal Type Client 4, which will be released shortly.

Workaround

Until the update to Universal Type Client is available, it’s best to completely remove its plugin from Illustrator and manually activate fonts in UTC. To remove the plugin, delete ExtensisFontManagementAICC2014.aip from /Applications/Adobe Illustrator CC 2014/Plug-ins/Extensis.

This article will be updated once a new plugin is available.

Description

Illustrator CC 2014 crashes if Suitcase Fusion 5 is running. This started after I updated Illustrator to version 18.1.0.

Solution

Adobe changed some of its plugin requirements for Illustrator CC 2014, October 2014 release, version 2014.1.

Extensis released version Suitcase Fusion 5, version 16.2.5, to address this issue. This is a free update available to Suitcase Fusion 5 owners, and can be downloaded by going to:
http://www.extensis.com/support/product-support/suitcase-fusion-5/.

Description

This article gives steps for upgrading from Portfolio Server 8.5 to 11.x.

Solution

The following steps assume that you will be upgrading Portfolio Clients and Server 8.5 to 11.x on the same systems that they are currently installed on.

• Portfolio Server:
  1. Verify the system requirements:

     Make sure that your server meets or exceeds the specifications listed under System Requirements here. Please note that on Mac OS X systems, PPC processors are no longer supported. If you are using Portfolio Server with MS SQL, MySQL, or Oracle, there is a good chance that the version that you’re using with 8.5 won’t work with version 11. Please consult your database vendor for upgrade assistance.

     Please be aware that due to Java dependencies, Portfolio Server 11 must be installed on the boot drive of the server that it is being installed on. Native (FDB) catalogs must be stored on the same volume. You can specify other factors that affect disk usage in the Global Settings dialog – such as where logs and screen previews are stored.

  2. Third-Party Components:

     Make sure that you have the following installed before upgrading to Portfolio Server 11:

     • Quicktime version 7.6.6 or newer (required for cataloging some file formats)
     • Flash Player 11 or newer. Required on any computer that will be used to administer Portfolio Server.
     • Adobe DNG Converter If you intend to convert RAW images to DNG, you must install this prior to installing Portfolio Server 11.
  3. Make backups of your existing catalogs and site folders:

     Create a copy of your Portfolio Server catalog files and, if applicable, NetPublish site folders:

     • Windows
       1. Stop both the Portfolio Server and Portfolio NetPublish services:
          • Select Start > All Programs > Administrative Tools > Services.
          • Right-click “Portfolio Server” and choose “Stop”.
          • Right-click “Portfolio NetPublish” and choose “Stop”.
       2. Create backup copies of the following folders and their contents:
          • C:\Program Files\Extensis\Portfolio Server 8.5\Catalogs\
          • C:\Program Files\Extensis\Portfolio NetPublish\WebRoot\sites\
       3. If custom Catalog Types were created, they will need to be copied from the following location on the client machine that created them:
          C:\Program Files\Extensis\Portfolio 8.5\Locale\*\Support\Catalog Types

          * This folder number varies depending on the language version of Portfolio

     • Mac OS X
       1. Stop both Portfolio Server and Portfolio NetPublish using the Portfolio Server and NetPublish Server Launchers:
          • Open /Applications/Extensis Portfolio Server 8.5/Server Launcher Portfolio.
          • Click “Stop”
          • Quit the Server Launcher.
          • Open /Applications/WebRoot/app/NetPublish Launcher.
          • Click “Stop”
          • Quit the NetPublish Launcher.
       2. Create backup copies of the following folders and their contents:
          • /Applications/Extensis Portfolio Server 8.5/Catalogs
          • /Applications/Portfolio NetPublish Server/WebRoot/sites/
       3. If custom Catalog Types were created, they will need to be copied from the client machine that created them, from the following location:

          /Applications/Extensis Portfolio 8.5/Locale/English/Catalog Types

  4. Service Permissions:
     • If installing the upgrade on a Windows system, open the Services console, via Start > Programs > Administrative Tools > Services, and determine what account Portfolio Server and Portfolio Server Admin are running under.
     • On Mac systems, make sure that you’re logged in with the same user account that installed the previous version of Portfolio Server. You can check what account Portfolio Server is running under by opening the Activity Monitor (found in /Applications/Utilities) and looking at the User column.
  5. Network Ports:

     With previous versions you had to have TCP port 2903 open in order for Portfolio Client to be able to communicate with Portfolio Server. With Portfolio Server 11, you also need to open the following TCP ports:

     • 8090 (required for the Portfolio Web Client)
     • 8091 (required for the Portfolio Server Administration)
     • 9877 (required by the media engine)
  6. Installation:
     1. Run the Portfolio Server 11 installer. (Windows only) When it gets to the step where it asks for the “Service User”, use the same account setting that you looked up in Services in the step above.

        The installer will update the existing version to 11. When Portfolio Server starts, all Native (FDB) catalogs will be automatically upgraded to version 11. SQL catalogs will be updated after the Portfolio Enterprise Module license is entered (see below). If you have questions about this and other configurations, please refer to the Server Administration Help. It is recommended that you restart the server at the end of the upgrade installation.

     2. When you are ready to proceed, log into the Server Admin web interface using a web browser. To connect, use the server’s IP address with port 8091. For example, if the server’s IP address is 10.9.88.22, use the following: http://10.9.88.22:8091. If you’re on the same server, you can use the loopback address: http://localhost:8091 or http://127.0.0.1:8091
  7. Serialize and change default passwords:

     Portfolio Server and SQL Connect are serialized and administered using the Server Admin web interface.  Use the following instructions to serialize each licensed component, and change the default administration password.

     1. Open the Portfolio Server administration website: http://localhost:8091
     2. Enter the default username administrator, and the default password password
     3. Select “USERS”
     4. Select the “administrator” account
     5. In the “User Details” pane, enter and confirm a new password
     6. Click “Apply”
     7. Select “LICENSES”
     8. Select “Add New License”

        NOTE: You must first enter your Portfolio Server license code before applying other license codes.

     9. Enter your Portfolio Server license code. In Portfolio 11, the server license includes the licenses (concurrent seat count) for the desktop and web clients
     10. Click “Add License”
     11. If you have additional licenses, repeat the 3 previous steps to enter them.

     If you need additional info on configuring the Enterprise Module or NetMediaMax, please refer to the Portfolio Server Administration Help or the Portfolio Server Administration Guide Guide.

  8. Global Settings

     You do not need to make any changes to your existing catalogs if you do not want to, but be aware that in Portfolio Server 11, the Server Administration allows you to configure the following under “Global Settings”:

     • Central repository for Autosync folders
     • Central repository for Previews (Note: As of version 9.5, this location no longer needs to be shared, unless using NetMediaMax on another server)
     • Location for Work folder (this is a temp folder used for image processing and caching of Web Client download requests)
     • Location for Logs

     For more information on the Global Settings or managing users and catalogs, check the Portfolio Server 11 Administration Guide or click the “Help” link in the Server Admin web

  9. User Accounts:

     To access a Portfolio served catalog, users must have an account. Administrators create user accounts and give users access to catalogs in the Portfolio Server Admin web interface. User accounts can be used to access served catalogs with either the Portfolio Desktop or Web Client.

     Portfolio 11 catalogs only support “user-based” access, and no longer allow “level-based” access. Administrators upgrading “level-based” catalogs to Portfolio 11 will need to manually create and apply user accounts to the catalog. If catalogs with user-based accounts are being upgraded, those account mappings will automatically appear in Portfolio Server 11.

     • Account Creation:

       The steps below can be used in any edition of Portfolio Server 11. If you have the Professional or Enterprise edition, you can import users from your company’s Active or Open Directory server. For details on how to use this feature, please refer to the Portfolio Server Administration Guide.

       Use the following steps to create Portfolio Server user accounts:

       1. Open the Portfolio Server administration website: http://localhost:8091
       2. Enter the administrator username and password
       3. Select “USERS”
       4. Click on “Add New User”
       5. Enter an “Account Name”
       6. Enter and confirm a password
       7. If you wish to add the user to all existing catalogs, enable the “Add user to all catalogs as:” checkbox and select the maximum access level for that user
       8. Click on the “Create” button
       9. Repeat the above steps for each Portfolio user
     • Catalog Membership:

       Use the following steps to grant users membership on served catalogs:

       1. Open the Portfolio Server administration website: http://localhost:8091
       2. Enter the administrator username and password
       3. Select “CATALOGS”
       4. Select a catalog
       5. Click on “Manage Catalog Membership”
       6. Select an account name
       7. Select an access level
       8. Click on “Apply”
       9. Repeat the above steps for each catalog and related user accounts
  10. Catalog Types:

      If you have custom catalog types that you saved from your Portfolio 8.5 clients, copy them to the following location:

      • Mac OS X: /Applications/Extensis/Portfolio Server/data/catalog-settings/English/catalog-types/
      • Windows: \Program Files\Extensis\Portfolio Server\data\catalog-settings\English\catalog-types\

      Portfolio Server will need to be restarted in order for the Catalog Types to become available.

• Portfolio Desktop Client:
  1. Verify the system requirements:

     Make sure that your client machine meets or exceeds the specifications found here:

  2. Installation:

     Run the Portfolio 11 Desktop Client installer and it will upgrade the existing  8.5 application. There is no need to serialize it, since the client serialization is now handled in the Server Admin web interface. Please do not attempt to connect your Portfolio 11 client to an older version of Portfolio Server.

• NetPublish Server:
  • Mac:
    • Uninstall Netpublish 8.5 by running the Portfolio NetPublish Uninstaller.app inside of the Portfolio NetPublish Server/app directory.
    • Run the NetPublish Server 11 installer. It will install the new Portfolio NetPublish Server directory under /Applications/Extensis.
    • Copy over the site folders that were in /Applications/Portfolio NetPublish Server/WebRoot/sites/ to /Applications/Extensis/Portfolio NetPublish Server/WebRoot/sites/
    • Don’t forget to start Netpublish Server, using the NetPublish Launcher app in /Applications/Extensis/Portfolio NetPublish Server/WebRoot/app.
  • Windows:
    • Run the NetPublish Server 11 installer. On Windows the installer will upgrade the existing NetPublish Server 8.5 automatically and copy over existing sites.
• Finish setting up:
  1. After the installation is complete, launch Portfolio 11 Desktop Client and go to ‘File -> Administer NetPublish’
  2. In the NetPublish Administration dialog, click to highlight your server, then click on the “Administer” button
  3. In the dialog that opens, click on the Server Settings tab, then click on “Serialize”
  4. Enter your license number in the dialog box and click “OK”, then click on “OK” and “Exit” to close the remaining dialogs.
• Test Functionality:

  After performing a Portfolio Server 11 upgrade, test the following components to ensure the system is functioning correctly:

  • Portfolio Desktop Client:

    Open each served catalog with the Portfolio Desktop Client. Verify that items are added correctly when manually cataloged or when synchronized using AutoSync folders. Check newly cataloged items for thumbnails, previews (if enabled), and metadata extraction.

  • NetPublish:(if applicable)

    The biggest difference between NetPublish 8.5 and NetPublish 11 is that the latter requires a username and password for each site. Older versions did not require this.

    The easiest way to fix the site is to republish it in Portfolio 11. If for some reason you cannot (for example, if the site was customized after publishing), you can publish a test site from the same catalog (using any template, no need to make changes to it). Use the next steps to copy the necessary data into the existing NetPublish sites.

    1. Open the alias.properties file for the test site (located in the NetPublish application folder, under /webroot/sites/;  and look for a section that looks something like this:

       catalog.1.password = [hashed string containing password]

       catalog.1.path = portfolio://10.0.0.45/Catalog.fdb

       catalog.1.user = jsmith

    2. Copy the ‘catalog.1.password’ and ‘catalog.1.user’ lines and then replace the matching lines in the alias.properties file for the existing site. After that, the existing site should function normally.
    3. Finally, load each of your Netpublish sites in a web browser and verify that they are functioning properly. Do some test searches and verify that previews and original images (if applicable) are available.

Description

When I use DBMigrator to convert my catalogs from Portfolio Server 11 to Portfolio 1, the language collation from French, German, Japanese, or Swedish to English.

Solution

There was a bug in the DBMigrator tool that was included with Portfolio 1.0. This issue was addressed in Portfolio 1.0.1.

You can get this update by going to: http://www.extensis.com/support/product-support/portfolio-1/. You can install Portfolio 1.0.1 on top of Portfolio 1.0. There is no need to uninstall the older version.

Description

When I run DBMigrator on Windows, it gives me this error: "Drive Name: A:\: error querying space: java.nio.file.FileSystemException: A:\: The device is not
ready."

Solution

That error message is caused by a bug in the DBMigrator tool. It’s a harmless message and doesn’t actually indicate a problem. It will still migrate your catalog.

We have reported this issue to our developers and have requested a bug fix.

Description

My Mac has Mac OS 10.10 (Yosemite) installed. Which Extensis products are supported?

Solution

Suitcase Fusion

Suitcase Fusion 6 is compatible with Yosemite.

Universal Type Server

Both Universal Type Server and associated Clients are being updated. Yosemite compatible versions will be released in the coming weeks.

Portfolio

Portfolio does not currently support Yosemite. A future release is planned to add Yosemite support.

Discontinued Products

There are no planned updates for the following:

• Portfolio Standalone
• Portfolio Server 11 (including Portfolio Desktop Client 11 and Portfolio Netpublish 11)
• Suitcase Fusion 5
• Universal Type Server 3 (including Universal Type Client 3)

Description

I just purchased Suitcase Fusion 5, do I get a free upgrade to Suitcase Fusion 6?

Solution

If you purchased Suitcase Fusion 5 direct from Extensis or through an authorized reseller between September 20, 2014 and October 21, 2014, you’re entitled to a complimentary upgrade to Suitcase Fusion 6. The following will explain how to obtain your Suitcase Fusion 6 upgrade.

Electronic Download

If you purchased the Suitcase Fusion 5 electronic download direct from Extensis or through an authorized reseller, a complimentary Fusion 6 license key will be emailed to the email address on file. Customers should receive this email no later than October 24, 2014.

Additionally, you can retrieve the license key and installer link by logging into your user account on the Extensis website. The My Products page will display your Suitcase Fusion 6 license.

Box Product: Direct from Extensis

If you purchased the Suitcase Fusion 5 box product direct from Extensis a complimentary Fusion 6 serial number will be emailed to the email address on file. Customers should receive this email no later than October 24, 2014.

Additionally, you can retrieve the license key and installer link by logging into your user account on the Extensis website. The My Products page will display your Suitcase Fusion 6 license.

Box Product: Reseller

If you purchased the Suitcase Fusion 5 Box Product from an Authorized Reseller, please do the following to receive your complimentary upgrade:

1. Create a user account on the Extensis website and register your Suitcase Fusion 5 serial number.
2. Send your proof of purchase to info@extensis.com*.

Once verified, a complimentary Suitcase Fusion 6 license key will be emailed to you within seven business days. You can retrieve also retrieve the license key and installer links by logging into your user account on the Extensis website. The My Products page will display your Suitcase Fusion 6 license.

* Proof of purchase – must be your order receipt/invoice with a date from an authorized Extensis retailer.

Note: This complimentary upgrade offer is available until March 31, 2015

Other Resources

Suitcase Fusion 5 Uninstaller (Macintosh)

Description

Some users have encountered an error that states “Suitcase Fusion Client has encountered an unexpected error. 83914764″ after upgrading to Mac OS 10.8 and were also unable to activate fonts.

Solution

There are a few ways you can help to resolve this issue:

Before you upgrade your OS:

If you are about to upgrade to Mac OS X 10.8 you will need to stop the FMCore first by doing the following:

1. Open Suitcase Fusion 4
2. Go to the ‘Suitcase Fusion 4′ menu
3. Choose ‘Preferences’
4. Click on the ‘Type Core’ tab
5. Click on the ‘Stop Type Core…’ button

If you’ve already upgraded to Mountain Lion:

If you are already getting the “83914764″ error you can resolve it by doing the following:

Restart the Type Core

1. Open Suitcase Fusion 4
2. Go to the ‘Suitcase Fusion 4′ menu
3. Choose ‘Preferences’
4. Click on the ‘Type Core’ tab
5. Click on the ‘Stop Type Core…’ button
6. Relaunch Suitcase Fusion 4

If the issue still persists after the above steps, check out additional assistance at this article.

Please fill out the form below, being as specific as possible about the nature of your problem. Our technical support team can help you with technical issues related to the installation and/or use of your Extensis product.

Please do not use this form if you require Customer Service. Instead please fill out the proper form to contact Customer Service.

Please fill out the form below, being as specific as possible about the nature of your problem. Our customer service team can help you with account related issues.

Please do not use this form if you require Technical Support. Instead please fill out the proper form to contact Technical Support.

Other Resources

Suitcase Fusion 5 Uninstaller (Macintosh)

Supported Products and Versions

Extensis provides full support for the current version of all shipping products. In addition, Extensis will provide limited support for older products up to one year after the product version is no longer offered for sale (usually at the release of the next major version). Extensis may, at their discretion, extend limited support on a case-by-case basis. Furthermore, we only support our products in the host application and OS environments in which they are tested. Please see our online support information or contact Extensis Technical Support if you have any questions regarding third-party support or compatibility.

Note: Extensis offers additional technical support through annual service agreements (ASA) on selected products. Please contact the Extensis Corporate sales team for more information.

Full Extensis product support includes:

• Free Extensis Technical Support¹ via phone and email during regular business hours.
• Periodic maintenance releases to address bugs and host application and OS compatibility.
• Direct online access to your Extensis product installers.
• Knowledge Base Articles.
• User Community Forums.

Limited Extensis product support includes:

• Free Extensis Technical Support¹ via phone and email for one year beyond the end-of-sale date.
• Direct online access to your Extensis product installers.
• Knowledge Base Articles.
• User Community Forums.

For unsupported products, Extensis will provide relevant Knowledge Base Articles and User Community Forums at our discretion.

Extensis Technical Support

Extensis is pleased to provide free technical support¹ to registered users of Extensis products. Technical support includes helping you:

• Install and uninstall your Extensis product.
• Upgrade your Extensis product.
• Understand the documented features of your Extensis product.
• Configure and run your Extensis product.
• Troubleshoot unexpected behavior encountered while using your Extensis Product.

Extensis Technical Support does not include:

• Assistance with the specialty customization of our products that may be required to integrate them into your specific workflow. This includes, but is not limited to: Applescript, VB Script, JavaScript, HTML and networking.
• Support for any operating system or third-party host application beyond directly supporting our products as noted above.
• Technical assistance for freeware products, discontinued products, or third-party products.

Extensis offers fee-based consulting services to help you develop and implement advanced solutions for your business using Extensis products.

Registration

Technical support is only available to registered users of Extensis products. You can register your Extensis product at our Online Registration page.

¹ Certain Extensis products include an annual service agreement (ASA) that must be renewed after one year in order to maintain support and other benefits. Please contact the Extensis Corporate sales team for more information.

Description

This article describes common troubleshooting steps if the Universal Type Core for Universal Type Client for Mac OS X will not start.

Solution

Reset the FMCore process

1. In the Finder, choose Go > Go to Folder.

2. Enter “~/.Extensis” (without the quotes) into the “Go to the folder” field and click the “Go” button.
3. Drag the FMCore folder to the Trash.
4. Launch or UTC.

Restore the default configuration

1. In the Finder, go to /Users/username/Library/Preferences/. Users of Mac OS X 10.7 and later can get to their Library folder by holding the Option key down and choosing Go > Library
2. Delete the following files if they exist:
   • com.extensis.UniversalTypeClient.db
   • com.extensis.UniversalTypeClient.plist
   • com.extensis.UniversalTypeClient.plist.lockfile
3. Launch UTC

Clear the client datastore in UTC

1. Go to /Library/Extensis/UTC/
2. Select all of the folders inside of the UTC folder and move them to the desktop
3. Launch UTC

Additional troubleshooting

If you still cannot get the type core to start, contact Extensis Technical Support.

Description

This article explains how to export field value data from a Portfolio catalog as tab-delimited text.

Solution

Here’s how to export data from your Portfolio catalog:

1. Select the records whose data you want to export. (Portfolio will only export data for the items that are selected.)
2. Go to the File menu and select ‘Export Field Values’
3. In the dialogue that opens up, select all of the fields whose data you want to export. Make sure that you include ‘Filename’
4. Click on the ‘Export’ button and save the text file in a convenient location. Portfolio will save the data as a tab-delimited text file.