Docs · Troubleshooting
Troubleshooting
"App is damaged and can't be opened" on macOS
Until our notarization certificate is in place, macOS Gatekeeper rejects unsigned apps by default. Fix:
xattr -dr com.apple.quarantine "/Applications/Photon Ledger.app"Or right-click the app once, choose Open, then click Open again in the warning dialog.
Windows SmartScreen says "Unrecognized app"
Until our Authenticode certificate is in place, SmartScreen will warn the first time you run the installer. Click More info, then Run anyway. Verify the SHA-256 on the download page first to be safe.
Scan errored on some files
The per-file error log is in Scan → View errors. Common causes:
- Truncated FITS files (interrupted captures). Skip or repair.
- Non-FITS files with
.fitsextension. Move them out. - Permission denied. Photon Ledger needs read access to your archive.
Scans complete even when individual files error — the dashboard reflects what was successfully indexed.
"Postgres connection refused"
- Confirm Postgres is running and reachable from the machine running Photon Ledger.
- Check the URL format:
postgres://user:pass@host:5432/dbname. - The user needs
CREATEprivilege on first run so the schema can be initialised.
"License is invalid"
- Make sure you pasted the entire
.pliccontents — it's three dot-separated base64 segments. - Check the system clock — a clock that's drifted years off will fail JWT verification.
- If the license was revoked (e.g. after a refund), get a new one by purchasing again.
- Lost the file? Recover it at account.
License recheck failing
The app extends a 24-hour grace period on each network failure. If rechecks keep failing for days, the license falls back to Free. Make sure https://photonledger.ekeservices.com is reachable; some corporate firewalls block api.* sub-paths.
Where are the logs?
- macOS:
~/Library/Logs/photon-ledger/ - Windows:
%LOCALAPPDATA%\photon-ledger\logs\ - Linux:
~/.local/share/photon-ledger/logs/
Attach the most recent log when emailing support.