Can't access content catalogue

**yjs** · 30 October 2016, 06:13 AM

I've just installed XWD 365 Premium 64 bit, on a new machine (Windows 7). When I try to access items in the content catalogue I get:
An error has occurred in the script on this page
Line 140
Char 13
Error: Object doesn't support this property or method
Code: 0
URL: http://downloadsv12.xara.com/web/cat...viewer.js?v042

Grateful to know how to resolve this - thanks.
[edited to add that I'm using XWD 365 Premium, 64 bit - the problem persists after a complete reinstall and is also occurring with a new installation of P and G 365. Disabling firewall etc. doesn't help.]

**gwpriester** · 30 October 2016, 01:13 PM

The first thing to try is close the program, then right click on the program icon and select Run as Administrator. This can often solve a multitude of small issues. If this does not work then it might be best to file a support ticket with Xara http://support.xara.com

**yjs** · 30 October 2016, 01:26 PM

Originally Posted by gwpriester

The first thing to try is close the program, then right click on the program icon and select Run as Administrator. This can often solve a multitude of small issues. If this does not work then it might be best to file a support ticket with Xara http://support.xara.com

Thanks.Unfortunately I already tried to run as an administrator and that didn't work. Have also submitted a support ticket - really hope there's a fix somewhere.

**Acorn** · 30 October 2016, 04:06 PM

This is a rubbish suggestion but "Have you switched on and off again?"
Windows is notorious for this to allow its libraries to re-link.

Acorn

**yjs** · 30 October 2016, 04:38 PM

Originally Posted by Acorn

This is a rubbish suggestion but "Have you switched on and off again?"
Windows is notorious for this to allow its libraries to re-link.

Acorn

Thanks Acorn - not a rubbish suggestion at all but sadly one that I've tried and it didn't work....

**Acorn** · 30 October 2016, 09:00 PM

Is http://downloadsv12.xara.com/web/catalog/index.html accessible from a browser?
Using this does not make XWD365P work, you still need it to fire up from the application.

Acorn

**yjs** · 30 October 2016, 11:20 PM

Originally Posted by Acorn

Is http://downloadsv12.xara.com/web/catalog/index.html accessible from a browser?
Using this does not make XWD365P work, you still need it to fire up from the application.

Acorn

Yes, the URL is publicly accessible from any browser, but I get the error message when I am within the application, when I try to select one of the elements within the content catalogue. Never had this problem on other machines.

**yjs** · 31 October 2016, 12:16 AM

Originally Posted by yjs

Yes, the URL is publicly accessible from any browser, but I get the error message when I am within the application, when I try to select one of the elements within the content catalogue. Never had this problem on other machines.

Sorry - to be clearer: I don't get the error message when accessing the URL online (i.e outside the application). I get it within both XWD Premium 365 64 bit and PGD 365 and only on the one machine, which has a relatively new and uncomplicated installation of Windows 7.

**Acorn** · 31 October 2016, 08:31 PM

Sorry we're no closer to a fix.
Funny that I curse the application when it works.

Acorn

**yjs** · 07 November 2016, 05:00 AM

Well I accidentally managed to fix it - I think. I haven't been using IE on this newly installed machine but I just upgraded it to v 11 and from a quick check, I no longer get the script error messages for the content catalogue on in either XWD or P and G. Does that make any sense?

[PS: In case anyone from Xara Support is reading this, I'm getting a 504 Gateway Timeout error when I try to update my ticket.]