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viscosity menu icon won't drop down

Posted: Sat Oct 03, 2020 4:52 pm
by ipguy
I'm wondering if i'm the only one that is experiencing this issue

When I try to access the viscosity menu icon in the MacOS menu the viscosity application menu does not drop down to allow you to select the VPN you want to connect to.

The only way for this to work is if you select the viscosity application in the application folder, at this point selecting the viscosity menu icon does drop down the menu

I've reinstalled the application a number of times but the issue persists.

Anyone having this issue ?

Re: viscosity menu icon won't drop down

Posted: Tue Oct 06, 2020 5:38 am
by James
Hi ipguy,

Please ensure that you have the latest version of Viscosity installed (currently version 1.8.6). Old versions of Viscosity are unlikely to work correctly on newer versions of macOS.

If you already have the latest version installed, then it sounds likely there is an old version of Viscosity (that is incompatible with your version of macOS) on your machine, and this is the copy that is being started at login. macOS will start the first copy of Viscosity it finds when starting an application as a login item, and this may not always be the copy you expect.

I recommend doing a Spotlight search for Viscosity and removing any old duplicate copies.

Cheers,
James

Re: viscosity menu icon won't drop down

Posted: Sun Oct 25, 2020 11:38 pm
by Chipwexler
Hi Sparklabs,

I have same issue on a complete new macOS install. Old install had it too.

Chip

Re: viscosity menu icon won't drop down

Posted: Mon Oct 26, 2020 7:45 pm
by James
Hi Chip,

I recommend checking you have the latest version of Viscosity installed.

Please also note that re-installing macOS will only clear any installs of older versions if the drive was completely erased before installation, and no data transfer utilities (for example Migration Assistant) were used. I recommend performing a Spotlight search for "Viscosity" and seeing if it finds any old copies to remove.

Basically what is going on is that old versions of Viscosity are incompatible with the newer versions of macOS. These versions will freeze/partially-crash at launch, meaning that the Viscosity icon will display, however the menu will be unresponsive. If an old version is present somewhere on the computer, macOS's Login Item system may mistakenly find it first and launch it (instead of the newer copy). Occasionally an old copy can be found in an unexpected location, for example left behind by the Sparkle updater in ~/Library/Caches/ if an update attempt failed.

Sometimes manually removing the Login Item and then re-adding it can resolve the problem:
https://support.apple.com/en-au/guide/m ... h15189/mac

However the only guaranteed way we've seen is to find the old copy and remove it.

Cheers,
James

Re: viscosity menu icon won't drop down

Posted: Wed Oct 28, 2020 9:05 am
by ipguy
Hi James

I am running the latest version of viscosity on a clean build of MacOS, issue persists

Re: viscosity menu icon won't drop down

Posted: Thu Oct 29, 2020 4:27 pm
by ipguy
This is a know issue as advised by Chip...
Can we get some feedback regarding this bug please.

Re: viscosity menu icon won't drop down

Posted: Tue Nov 03, 2020 6:17 pm
by ipguy
wow, support for this product is rather lacking... happy to take your money but no support after, nice work guys !

Re: viscosity menu icon won't drop down

Posted: Wed Nov 04, 2020 3:14 am
by James
Hi ipguy,

I'm sorry to hear you feel the above support information is inadequate. The information posted covers in depth the cause of the issue, and how to resolve it. We've worked through this issue with other users, and an old version of Viscosity is always to be found somewhere on the system. I'm afraid there is no real further information we're able to add, other than to please ensure that you have followed all steps and suggestions.

[Edit] We also have a KB article that covers the issue at: https://www.sparklabs.com/support/kb/ar ... t-at-login

Cheers,
James