Note: Please ensure that your have all current Software Updates installed before you begin.
1. Close Fender FUSE
For Mac OS X, make sure that the Fender FUSE window is closed, and that the Fender FUSE application does not show as running in the Dock. To confirm that Fender FUSE is closed, you can go to the Apple icon in the Desktop Menu and choose Force Quit…. If you see Fender FUSE in the list, you can select to close it there. If you do not see it listed, it is already closed.
2. Uninstall/Reinstall Fender® FUSE™ and Delete Microsoft Silverlight “OutOfBrowser” Folders
In some cases, Fender® FUSE™ is unable to see and connect to the attached device, resulting in a message in the lower left hand corner of the Fender FUSE window stating “No Amplifier Connected”. In this situation, it may be helpful to try deleting the Silverlight folder located in your Home\Library\Application Support folder as pictured below. Please follow the instructions that best match your version of the Mac OS. Please let us know if this step corrected the behavior you are seeing in Fender FUSE.
In Mac OS X 10.8 Mountain Lion, open your Home Library by pressing the Option key while in the Go menu, and select Library.
Next, locate the Microsoft folder in your Home Library under Application support. Open that folder and select and delete the Silverlight folder.
In Mac OS X 10.6 Snow Leopard, go to your Macintosh HD and navigate to the Library\Application Support\Microsoft folder. There select and delete the Silverlight folder.
Once you have completed these steps, launch Fender FUSE and see if the behavior is corrected. If not, move to step 3.
3. Update Microsoft Silverlight
Go to http://www.microsoft.com/getsilverlight/Get-Started/Install/Default.aspx. The site will open a new window and determine which build of the software your system needs and offer a download link there. Please click on the link and install Silverlight. (If your installation of Silverlight is up-to-date, that will be indicated on the web page.) This will insure that your system has the latest version of Silverlight. Launch Fender FUSE and see if the behavior is corrected at this point. If not, move to step 4.
4. Update & Reset Safari
Check Software Updates under the Apple icon in the menu on your Desktop. Available updates should include any updates for Safari. As a troubleshooting step, it is a good idea to clear Safari’s data. To do this, launch Safari, and go to the Safari menu item. In the Safari menu, click on Reset Safari. You will see the following window open. In this window, select all the areas of data that you would like to clear data for and press Reset. You may want to leave the last (3) items in the list unchecked if you would like Safari to keep your current tabs open and keep your password, form data, and downloads history.
Launch Fender FUSE and see if the behavior is corrected. If not, move to step 5.
5. Create New Administrator Level User Account
To create a new User Account Mac OS X, please follow the instructions below.
- Open System Preferences
- Go to Users and Groups
- Click on the plus sign in the left hand side bar to add a User Account.
- In the new account window, select Administrator for the account type and enter the desired account information and password.
- Click on the Create User.
Once you have created the new Admin User Account, log out of your current User Account and log into the new User Account and try launching Fender FUSE. Please see if the behavior you are seeing is corrected in the new User Account. If not, move to step 6.
6. Check Antivirus/Internet or Firewall Security Settings
Most Windows users and some Mac users have some type of antivirus or internet security software installed on their systems. Additionally, firewall software may be included with some of these products and/or installed in addition to antivirus or internet security software.
In some cases, it is possible that these software applications could be blocking Fender FUSE from fully launching. In this step, we recommend temporarily disabling your third party antivirus/internet security or firewall software (you should not need to disable system -OS level- firewalls). Then launch Fender FUSE and see if the application launches and functions correctly. If this corrects the issue, then we suggest that you go through your security applications and re-enable them one at a time to determine which one is blocking Fender FUSE from launching correctly.
It may be necessary to contact the developer of the software that you are working with to determine what component or setting is blocking internet or launch access for Fender FUSE software. In any case, we strongly recommend that all security tools be re-enabled after being tested in this step. If this step does not correct the issue, please continue to step 7.
7. Gather Log Files (Win and Mac)
If the previous steps have not corrected the issue you are seeing, please gather and email the requested log files as described below to email@example.com. Please be sure to include a detailed description of the issue you are experiencing, along with any relevant error messages and screen shots. We will review the information and reply with related support information.
Download and run the Apple Script from the link below. Once you run the Apple Script, you should see a list of Fender FUSE log files. Select the most current log file (by date). Next, gather Event Viewer Log file.
Fender FUSE Log File Apple Script